SmartTech Technology Specialist

MSA Security®, An Allied Universal® Company, is a leading global provider of high consequence threat solutions. We offer customized and innovative security solutions developed and executed by a team of experienced professionals. We deploy more than 800 Canine Detection Teams nationwide to mitigate the explosive and active shooter threats. Our patented SmartTech® solution provides instant, remote X-ray screener support from FBI-trained bomb technicians. At MSA Security, we take pride in hiring professionals with diverse backgrounds in law enforcement and military service. Start your phenomenal career with us today! We offer medical, dental and vision coverage, life insurance, retirement plan, employee assistance programs, company discounts, perks and more for most full-time positions!

Position onsite at the New York City office.

MSA Security, an Allied Universal® Company, is hiring a SmartTech Technology Specialist. The SmartTech Technology Specialist will handle technical and administrative tasks regarding SmartTech product maintenance. This individual will proactively analyze trends, upgrade software, and troubleshoot internal technical issues. This individual will also perform scheduled/unscheduled system maintenance. He/she will also resolve issues based on his/her extensive product and technology knowledge so that MSA is able to continue to fulfill its contractual obligations and meet its time deadlines with clients.

RESPONSIBILITIES:

• Support Emergency Operation Center by screening test calls and other administrative tasks
• Handle incoming helpdesk phone calls and email, ensuring appropriate prioritization and escalation of tasks and courteous, timely, and effective resolution of support issues
• Engage in Level 1 Help Desk support for end users via account support, troubleshooting, and other technical support needs
• Utilize IT ticket system for engaging end user support, ensuring events are recorded succinctly and accurately
• Escalate technical support issues to next support tier, as written in support documentation(s)
• Troubleshoot desktop and internal/production server technical issues using personal skills, knowledge base, vendor literature, and communication with other team members
• Troubleshoot/resolve network connectivity and performance issues
• Install and configure Windows client systems (including hardware, software, applications, communications, printers, and peripherals) in a networked environment
• Perform scheduled/unscheduled configuration changes, software and hardware upgrades, and other fixes to remote and/or local machines in order to maintain a safe and secure network to minimize O/S vulnerabilities and virus outbreaks
• Analyze trends and perform research, system monitoring, and test fixes to ensure effective problem resolution
• Provide constant professional and courteous email/phone communication and/or feedback to end-users to understand their requirements and setting the appropriate expectations for completion of tasks
• Perform post-resolution follow-ups to help requests to ensure end-user satisfaction
• Create and maintain documentation for systems and procedures related to primary job responsibilities, including maintaining incident, setup/configuration, and knowledge databases
• Maintain and train others in compliance with company technical standards
• Receive purchased items and RMA defective items
• Perform hardware and software asset tracking
• Lift/transport moderately heavy objects (computers, monitors, etc.)
• Perform other related duties as assigned or requested
• Rotate on-call responsibilities as needed

QUALIFICATIONS:

• High school diploma or equivalent
• Minimum of one (1) year of professional desktop support experience in an Information Technology environment
• Minimum of one (1) year of professional end-user computer phone support
• Strong technical aptitude Windows servers and software
• Thorough understanding of hardware and software configurations
• Exceptional customer service, organization, communication, and interpersonal skills
• Exceptional analytic and problem-solving skills with attention to detail
• Strong technical aptitude of Microsoft Office Suite and other common office applications
• Solid knowledge of various computer and networking components
• Familiarity with local and wide-area networking concepts
• Ability to work collaboratively in a team environment
• Ability to work unsupervised and to multitask, handle frequent interruptions, and prioritize work
• Ability to study existing products, new products, and technologies to advance level of knowledge
• Excellent written and documentation abilities
• Ability to absorb and retain information quickly
• Ability to present information in user-friendly language, both written and oral

PREFERRED QUALIFICATIONS:

• CompTIA A , SQL knowledge
• Ability to speak, read, and write multiple languages

BENEFITS:

• Medical, dental, vision, basic life, AD&D, and disability insurance
• Enrollment in our company’s 401(k)plan, subject to eligibility requirements
• Eight paid holidays annually, five sick days, and four personal days
• Vacation time offered at an accrual rate of 3.08 hours biweekly. Unused vacation is only paid out where required by law.

Pay $55,000 - $60,000 per year

Allied Universal® is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, age, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, protected veteran status or relationship/association with a protected veteran, or any other basis or characteristic protected by law. For more information: www.aus.com

If you have any questions regarding Equal Employment Opportunity, Affirmative Action, Diversity and Inclusion, have difficulty using the online system and require an alternate method to apply, or require an accommodation at any time during the recruitment and/or employment process, please contact our local Human Resources department. To find an office near you, please visit: www.aus.com/offices.

Salary : $55,000 - $60,000