Technology Operations Technician

The Technology Operations Technician is an integral part of a dedicated and highly skilled team, responsible for providing outstanding customized service to our Principals. Maintaining a high level of service is critical to the success of this position. The individual in this role is responsible for supporting and maintaining core infrastructure systems, focusing on networking, server administration, and end-user support. The role requires a hands-on approach, strong problem-solving skills, and the ability to work independently and collaboratively within a team.

Reporting Relationship: Director of Information Technology

DUTIES & RESPONSIBILITIES:

Cisco Network Support

• Configure, maintain, and troubleshoot Cisco switches, routers, and wireless infrastructure.

• Troubleshoot network problems, escalating issues as needed, and providing timely resolutions to minimize downtime.
• Develop and maintain network documentation, including diagrams, configurations, and procedures.

• Perform system updates, patches, and security maintenance.

Helpdesk & End-User Support:

• Provide end-user support for IT-related issues, including hardware, software, and networking.
• Provide timely support via phone, email, and in-person assistance to internal users and remote staff.
• Maintain endpoint security software and assist users with compliance-related issues.
• Educate users on system best practices, security awareness, and troubleshooting steps.

M365 Support:

• Perform user administrator duties such as creating accounts, assigning licenses, creating groups, and general troubleshooting.
• Assist with Teams, SharePoint, and Device management administration.
• Provide support for M365 Office Apps, SharePoint, OneDrive, and Microsoft Teams.

Server Support:

• Provide support for server systems, including hardware, operating systems, and key applications.
• Support Active Directory domains, user accounts, groups, policies, and permissions.
• Monitor system backups.
• Maintain related documentation.

Other:

• A strong work ethic and the ability to manage multiple priorities are essential.

• Effectively collaborate and communicate with others; demonstrate a desire to be part of a team.
• Exercise sound judgment and an appropriate sense of urgency.
• Complete other projects and duties as assigned.

REQUIREMENTS:

• Associate's degree in Computer Science is preferred.
• At least 2 years of network administration experience in a Windows-based environment is required.
• Current Cisco Certified Network Associate (CCNA) certification is preferred.
• Proficient with Windows Server technologies, Active Directory, Group Policy, and DNS/DHCP.
• Hands-on experience with Cisco networking equipment and network troubleshooting.
• Working knowledge of storage systems and virtualization (VMware preferred).
• Well-versed in helpdesk ticketing systems and delivering support aligned with best practices.
• Strong written and verbal communication skills.
• Proven commitment to providing professional, customer-focused IT support.

Additional Requirements:

• Ability to lift and move network equipment.
• This position may require occasional on-call duties.
• A valid driver's license is required.
• Occasional travel required, including international.
• Must maintain the highest standards of professional conduct, ethics, and integrity in all operations.
• Uncompromised commitment to the highest level of confidentiality and sensitivity to privacy in all aspects of job responsibilities must be exercised at all times.