Support Technician - Hybrid & On Site

Description

Alliance Info Systems, LLC, a Managed Service Provider (MSP), headquartered in Hunt Valley, MD has several opportunities for experienced Help Desk Support Technicians for clients located in the Baltimore & Montgomery Counties (100% onsite).
Additional opportunities available at Headquarters (Hybrid). The successful candidates will have a passion for IT, a desire for continuous improvement and learning as well as interest in progressing in their career.

• Provide dedicated technical support to client at their site location. Troubleshoot and resolve hardware, software, network, and security-related problems.
• Interact with clients professionally and empathetically, demonstrating strong communication skills. Maintain a proactive approach to keeping clients informed about the status of their support requests.
• Self-dispatch service tickets efficiently, prioritizing based on urgency and impact.
• Manage service tickets throughout their life-cycle, ensuring timely resolution and customer satisfaction.
• Maintain detailed records of all support requests, incidents, and resolutions.
• Effectively identify complex issues which may need to be escalated to higher level technicians. Work closely with higher-level technicians and engineers for complex issue resolution and improvement of internal procedures and workflows.
• Utilize basic monitoring tools to proactively identify and address potential network and system issues, ensuring minimal downtime for clients.
• Communicate with clients in a professional and friendly manner, understanding their technical issues, and providing timely updates on the status of their support requests.
• Promote and enforce IT security best practices, educate clients on security measures, and assist in resolving security-related issues.
• Stay current with industry trends, new technologies, and security threats to continuously improve technical skills and knowledge.

• High School Diploma/GED required.
• A+ Certification preferred (Must be obtained within 1 year of employment)
• Prior support technician or IT experience required.
• Foundational understanding of operating systems, business applications printing systems, and network systems. Examples include but are not limited to:
  Windows 10, 11, and Server, Microsoft 365, Active Directory, and Entra  (Azure AD).
• Ability to communicate effectively with users at all skill levels and utilize methods: such as telephony, email, active listening, and customer-care.
• Basic skills in diagnosing technical issues.
• Ability to multi-task and adapt to changes quickly.
• Ability to work effectively in a team.
• Understanding of the documentation process.
• Foundational technical awareness: ability to match resources to technical issues appropriately.
• Service awareness of all organization’s key services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast-moving environment.
• Valid driver’s license and reliable transportation

• Competitive wages – salary range information below:
  • Range = $20 to $30 per hour
  • Other compensation:
    • Overtime eligibility for hourly positions
• Benefits Offered:
  • Generous PTO that increases with tenure (initial amount 3 weeks
    -prorated first year)
  • Floating Holiday (1 day)
  • Holiday Pay (7 days)
  • Volunteer Paid Time Off (3 days)
  • 401K with annual 3% safe harbor match
  • Health, dental, vision, pet insurance options
  • Flexible Spending Accounts
  • Pet Insurance
  • Tuition Reimbursement
  • Incentive Bonus Certification Award Program
  • Parental Leave in accordance with Maryland Parental Leave Act
  • Sick and Safe Leave in accordance with Maryland Sick & Safe Leave Act
• Team oriented environment