It specialist - level 1

Essential Duties and Responsibilities:

The Level 1 IT Support position provides crucial frontline technical assistance, encompassing both internal and external support functions:

• Internal Workstation Management: This includes workstation setup, maintenance, troubleshooting hardware, software, and basic network issues within the business. Responsibilities also involve maintaining IT assets, assisting with office software configuration, contributing to documentation, and implementing software packages through Action1.
• External Client Support: This involves providing support to clients via outbound calls, emails, and tickets. This may also include basic field tasks such as running speed tests, AirNet coverage tests, and test VoiceNet. As needed, work with Network Engineering as remote hands.

Primary Responsibilities:

• Complete daily tasks, including reading and responding to all emails, managing the IT ticket queue, and reviewing the day's jobs with the Operations team.
• Provide onsite testing and remote assistance to the Network Engineering team for all isp.net services.
• Escalate complex issues to Level 2 IT or other departments as needed.
• Parts run to field techs.
• Complete internal and client-facing jobs as assigned.
• Set up and repair office workstations.
• Maintain accurate documentation of all office workstations.
• Trace and re-terminate CAT5 cables.
• DC1 and DC2 colocation sweeps.
• Office printer maintenance and troubleshooting.
• Update billboard images with VNNOX.
• Review Action1 weekly to validate and push system updates.
• Communicate effectively with Network Engineering, Customer Service, and Field Technicians to ensure smooth operations.
• Maintain punctuality and adhere to established attendance policies.
• Availability to work any shift.
• Other duties as assigned by management.

Qualification and Skills:

• Educational & Professional: Valid driver's license with a clean driving record. Ability to pass background checks. Spanish Speakers are a plus.
• Technical Skills: Knowledge of how to configure office software (Microsoft 365, Outlook, Adobe). Security awareness, including understanding password requirements and recognizing suspicious websites and downloads. Wired and wireless networking concepts. Basic network troubleshooting (tracert, ping, ipconfig…). Knowledge (Crimping Cables, Toning Cables, Testing Ports).
• Physical & Environmental: Ability to lift and carry equipment up to 50 lbs. Visual acuity to distinguish colors and fine details for installation and troubleshooting. Ability to work in various outdoor conditions, including inclement weather.