SmartTech Technology Specialist

Overview

Company Overview:

Advance your career in security with Allied Universal® Enhanced Protection Services, the global leader in security and threat mitigation. Following the acquisition of MSA Security® in 2021, we became the world’s largest non-governmental canine detection company. Specializing in canine explosives and firearm detection, we offer exciting career opportunities for those passionate about canine security. Join our innovative team committed to excellence in the security industry and make a meaningful impact. Explore key roles such as canine officers, handlers, trainers, veterinary technicians, and kennel managers. We offer a comprehensive benefits package that may include medical, dental, and vision coverage, life insurance, a retirement plan, employee assistance programs, company discounts, and other perks, depending on the position and eligibility.

Job Description:

Job Description

Our canine group, under Allied Universal® Enhanced Protection Services, 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 Enhanced Protection Services 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,