IT Associate

Overview:

The IT Associate is responsible for day-to-day operation of the internal systems and applications at Vertican Technologies, Inc. ("VT"). The IT Associate will be responsible for supporting the IT needs of Vertican Technologies, Inc. employees and our clientele. They will be required to interact with our vendors. The IT Associate must be able to solve problems and should feel comfortable with adapting to new technologies. The IT Associate is responsible for developing and maintaining clear and concise documentation on the IT operating environment.

Major Responsibilities:

• Setup – create all accounts for Windows, Email/Teams, Office 365, VT applications, DUO, Atlassian, Multi-Factor Authentication, VDIs, MailChimp, Screen Connect, Align, Help Desk, phone switch, security badge and alarm system. Assist CS team with FTP account setup for clients
• Onboarding/offboarding users
• Manage Help Desk tickets in a timely manner, serve as first point of contact, leveraging assistance from team members as needed for escalation.
• Installing hardware – computers, monitors, printers, scanners, network devices, phones, cabling, projectors, microphones, headsets, TVs, peripherals, etc.
• Ordering - order all required hardware and software from vendors, internet domain registration, cell phones, and track purchases and licenses.
• Shipping - pack and ship equipment to remote personnel and/or conferences
• Maintaining – regular preventative maintenance (daily, weekly, ...), printer maintenance, Wi-Fi connections, cleanup inactive accounts, tune systems for performance, maintain email distribution lists
• Monitoring – printers, disk space, network, servers and workstations, performance, review backup and security log files regularly, and assess alerts from monitoring systems
• Installing/upgrading/removing software applications, drivers, firmware (new versions, DLLs, new configurations). Applying OS patches during monthly maintenance window
• Maintaining software licensing compliance
• Administering the VT Help Desk, phone switch, email marketing and asset management systems
• Create short project plans for new installations, upgrades, migrations, etc.
• Troubleshooting network connections
• Maintaining local documentation – user guides and administrative procedures
• Educating users – This includes working with management, helping new users, experienced users, and yourself. Keeping current with the latest security vulnerabilities and technologies
• Problem solving – ability to resolve issues with little assistance
• Knowledge of VT’s product offerings and the ability to provide level 1 support to internal Client Success personnel and act as a liaison between Client Success and the IT development team
  Provide quality assurance testing and feedback to the development team as needed
  Attend scheduled meetings as required
• Research and mitigate email phishing attempts Performs other duties as assigned

Knowledge:

• Utilize best practices, industry standards with analytical and problem-solving abilities
• Highly self-motivated and self-directed with keen attention to detail
• Ability to retain professionalism toward customers, employees, and our vendors
• Ability to conduct research on issues and products as required
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Experience working in a team-oriented, collaborative environment

Skills:

• Required skills: Omnissa Horizon administration, Microsoft 365 (O365) administration, Azure administration, Jira and Confluence administration, Windows Server and Active Directory administration, ScreenConnect, Hyper-V, multi-factor authentication (MFA), and troubleshooting Windows desktop and server environments.
• Desired skills: AI systems and tools, SentinelOne or other endpoint security/antivirus platforms, WordPress administration, Apptivo, GoDaddy products and DNS management, Microsoft Entra ID, Group Policy management, Paessler PRTG monitoring and alerting, Windows patch management, and FTP/SFTP administration.
• Bonus skills: SSL certificate management, process automation, Moodle administration, Linux administration, penetration testing, Omnissa Dynamic Environment Manager (DEM), PowerShell, scripting, CVE and vulnerability management, and advanced Azure administration.
• Strong written and oral communication
• Strong customer service orientation
• Strong interpersonal skills
• Active listening

Abilities/Attributes:

• Must be a self-motivated team player, able to set priorities and manage to deadlines
• Must be available to support a 24/7 production environment
• Must possess strong written and verbal communication skills
• Must have strong troubleshooting skills
• Experience with Microsoft Windows Active Directory Administration
• Knowledge of FTP processing and basic troubleshooting
• Knowledge of PC and network security (firewalls, Multi-Factor Authentication, VMware Horizon VDI, Azure, Hyper-V, antivirus software) is a plus

Minimum Qualifications:

• Associate's degree in Computer Science related discipline, or industry certifications including CompTia A+, Network+, etc.
• Relevant experience may substitute for the degree requirement on a year-for-year basis
• Minimum one year of work experience in hardware troubleshooting, systems software, and support

Work Environment and Physical Requirements:

• The work environment includes typical computer-related noise levels
• The IT Associate is on call to provide emergency support services during off-hours
• Scheduled night and weekend work is sometimes required
• Reliable transportation to Fairfield, NJ headquarters required to perform on-site duties
• Able to lift, twist, bend while performing duties. Able to potentially crawl under desks when necessary
• Ability to safely lift up to 50 pounds
• Minimal travel required