Job description

Join the Orlando ION247 team for an exciting opportunity to work with the future of IT and Physical Security. Be part of an industry that is projected to be $282 billion by 2023!

At ION247, We Specialize In:

• Managed IT Services
• Network Design & Consultation
• VoIP Phone Systems
• Cloud Hosting
• Cloud Services
• Physical Security
• Video Monitoring
• Custom Development
• Report Writing

Role and Responsibilities

Duties may include but are not limited to the following items.

The Technical Support Analyst II provides first line technical support and customer service support to clients. The

responsibilities include responding to Level I and II technical support incidents and requests as well as performing

troubleshooting procedures and solving technical problems on computer hardware, software, components and

network connectivity. This includes, but is not limited to desktop PC's, laptops, scanners, printers, MS Office

products, and various commercial and client proprietary software. The Technical Support Analyst II will also utilize

remote access to client PCs to resolve complex issues. The Technical Support Analyst II will create and maintain

network accounts using Active Directory or other cloud provider interfaces. In some cases, the Technical Support

Analyst II will be required to travel to the client’s location to deployment new equipment or resolve issues. The

Technical Support Analyst II will process and manage customer contacts using various ticketing systems as well as

utilize various support channels such as telephone, web, email, chat or by the Service Desk ticketing system. The

Technical Support Analyst II will be responsible to maintain a high level of customer satisfaction.

The Technical Support Analyst II will be required to participate in creating knowledge base articles, blog posts, and

social media updates.

As an Account Specialist the Technical Support Analyst II will be assigned to a client or clients to be the coordination point for all the client activity. This will include but not limited to resolving tickets, assessment management, deploying new service, monitoring alerts, executing recurring tasks, and executing projects.

A personality of wanting to make each client’s users more productivity will be essential to success in this position.

Qualifications and Education Requirements

Must have Service Desk/Help Desk experience, or equivalent technical knowledge.

Experienced in use of Service Desk telephone and ticketing management software.

Technical proficiency with Microsoft and Mac operating systems, and Microsoft Office suite.

Excellent hardware and software troubleshooting skills.

Active Directory experience.

Demonstrate a high level of customer relationship skills to include professional telephone etiquette and face to face interaction.

Must maintain a professional appearance in dress, grooming, and hygiene.

The ability to effectively communicate with all levels of technology users and leadership.

Strong writing and verbal skills.

2 Years of College Education

Preferred Skills

Administrating Microsoft Office 365 Certification

Network+ Certification

Job Type: Full-time

Pay: $19.00 - $23.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• Holidays
• Monday to Friday
• On call
• Overtime
• Weekend availability

Ability to commute/relocate:

• Suite 201 Maitland, FL 32751: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Technology Occupations: 1 year (Preferred)

Work Location: Remote

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