92 IT Support Staff jobs in Bessemer

Job DescriptionJob DescriptionHYRBID SCHEDULE - WILL GO IN TO OFFICE 3-5x PER WEEK
SHIFT - MONDAY TO FRIDAY 8 AM to 5 PM CST!

About Us

Thrive is an innovative technology solutions provider focused on Cyber Security, Hybrid Cloud, Global Network Management, Disaster Recovery and traditional Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon NextGen services help us stand out among our peers. Thrive is on the look-out for individuals who don’t view their weekdays spent at ‘a job’ but rather look to develop valuable skills that ignite their passion and lead to a CAREER. If you’re attracted to a work hard, play hard environment and seek the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!

Position Overview

The Tier 1 Engineer will have responsibility for remote client support, as well as infrequent onsite support, including heavy interaction with end-users in diverse computing environments.  Thrive is looking to hire individuals who demonstrate technical proficiency, have strong verbal and written communication skills and have the desire to learn and be involved in all aspects of IT.  Thrive provides a unique work environment for ambitious individuals through an unparalleled of work and opportunities for growth.  Thrive employees work independently as client consultants, as well as collaborating with our exceptionally talented team of engineers, to provide the best-in-breed IT support for our clients.

Responsibilities

• Ability to handle diverse computing environments in a wide cross section of business clients
• Analyze and document an unfamiliar client / server network environment while assessing the quickest path to resolution
• Perform rapid analysis of workstation level incidents and consistently demonstrate the ability to determine the cause
• Sets client expectations appropriately throughout the troubleshooting process
• Utilizes appropriate software utilities, Thrives’ Protect software, and vendor or application specific tools to provide fastest resolution of customer incidents
• Monitor the Remote Service Center (RSC) Service Board for newly created service tickets
  • Prioritize tickets created
  • Follow Thrives’ best practices for escalating tickets to Tier 2 engineers
• Communicate steps taken during troubleshooting and resolutions through clear non-technical communication
• Demonstrate the correct level of urgency while resolving client incidents
• Resolution of incidents/requests related to, but not limited to the following:
  • Mail Application/Office 365 issues
  • Client/Server Connectivity issues (per SOP)
  • Time Sensitive and VIP Workstation incidents
  • File Restores
  • Remote Access incidents (Citrix and Terminal Services)
  • Password Resets
  • Networked Printer Issues

Requirements

• Bachelor’s Degree, Technical Degree or equivalent work experience
• Excellent problem solver; able to prioritize and coordinate between tasks
• 2-4+ years desktop support experience
• Knowledge of mobile device configurations and troubleshooting
• Experience installing, troubleshooting and customizing Microsoft Office including Outlook configurations
• Experience troubleshooting workstation hardware issues
• Knowledge and experience with Active Directory
• Ability to articulate technical information and convey to non-technical people
• Passionate about delivering excellent customer service
• Must be able to work effectively in a team environment as well as alone
• Excellent written and oral communication skills
• Willingness to travel if needed to clients in the Greater Boston area

Other Technical Knowledge

• In depth knowledge of Windows OS (7, 8.1, 10, etc.)
• Experience with Windows Server
• Experience with monitoring and remote management tools
• Experience with Apple OS
• Experience with VMWare

Certification

• CompTIA Net +
• Microsoft: MCP/MCITP/MCSA

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• Formal education in Computer Science or a related IT field, or equivalent experience.

• Excellent interpersonal and communication skills, both oral and written.
• Ability to collaborate with professionals in a team-oriented and high-pressure environment.
• Exceptional customer service skills.
• Understanding of Critical Infrastructure Protection (CIP), Sarbanes-Oxley, and federal regulatory compliance requirements.
• Strong multitasking and task prioritization skills based on criticality and operational impact.
• Proficiency in following and applying Change Management processes and knowledge-based procedures.
• Preferred: Working knowledge of Windows-based operating systems.
• Preferred: Working knowledge of AIX or other UNIX-based operating systems.
• Preferred: Familiarity with distributed computer networks.
• Ability to build and maintain relationships with key customers.
• Availability to work nights, weekends, and holidays on a rotating shift.
• Strong critical thinking and problem-solving abilities.

• Monitor the health and availability of primary SCADA and ancillary systems daily.
• Provide frontline problem resolution and coordinate repairs with EMS Department Personnel or other company teams.
• Notify key customers to coordinate system outages or events impacting critical systems.
• Offer feedback to the Team Lead and Supervisor for process improvements and customer feedback.
• Track and document cases to completion with the support of EMS Department personnel.
• Adhere to Electronic and Physical access policies.
• Monitor and support Business Continuity and Disaster Recovery systems daily.

• Must understand and sign the Federal Energy Regulatory Commission Standard of Conduct.
• Adhere to Separation Protocol guidelines.
• Pass all requirements of the Southern Company Insider Threat Program.
• Undergo enhanced screening, including background checks, drug screening, and psychological assessment.
• Must be prepared to serve as essential personnel during severe weather, potentially requiring sequestration near the control center.
• Must work rotating 8 or 12-hour shifts, including day and night shifts.

• 6+ months of experience
• Associate degree in computer science, information systems, or equivalent experience is a plus
• Fluent in a variety of programming languages, software, and systems
• Accurately diagnose and resolve general computer/technical issues
• Computer Hardware Experience
• Comfortable providing technical assistance and fixing issues that arise
• Excellent customer service skills

• Develop and provide technical coaching and mentoring to other help desk employees
• Answer all incoming calls and create a ticket by documenting the reported issue and all-important details
• Provide professional end-user support via telephone, email, or web
• Assist users with account creation, accessing, and using IT systems
• Troubleshoot performance issues and issues with browsers and plugins
• Additional Help Desk Technician duties may apply

• Formal education in Computer Science or a related IT field, or equivalent experience is required.

• Excellent interpersonal skills with the ability to communicate effectively in both oral and written formats.
• Strong ability to work in a team-oriented and sometimes high-pressure environment with professionals such as coordinators, transmission control center personnel, and management.
• Exceptional customer service skills.
• Ability to meet compliance requirements for Critical Infrastructure Protection (CIP), Sarbanes-Oxley, and other federal regulations.
• Strong multitasking and prioritization skills based on criticality and operational impact on the Bulk Power system.
• Proficiency in following and applying Change Management processes and knowledge-based procedures.
• Preferred Knowledge:
  • Windows-based operating systems.
  • AIX or other UNIX-based operating systems.
  • Distributed computer networks (a plus).
• Ability to build and maintain strong relationships with key customers.
• Willingness to work nights, weekends, and holidays as part of a rotating shift.
• Strong critical thinking and problem-solving abilities.

• Monitor the primary SCADA and ancillary systems daily for health and availability.
• Provide front-line problem resolution and coordinate repairs with EMS Department personnel or other company personnel.
• Notify key customers to coordinate system outages and events affecting critical systems.
• Provide feedback to the Team Lead and Supervisor on process improvements and customer experience.
• Track and document cases thoroughly until resolution with the assistance of EMS Department personnel.
• Adhere to all electronic and physical access policies.
• Support and monitor Business Continuity and Disaster Recovery systems on a daily basis.

• Must understand and sign the Federal Energy Regulatory Commission Standard of Conduct .
• Adherence to Separation Protocol is required.
• Must pass all requirements for the Southern Company Insider Threat Program .
• Enhanced screening (including background check, drug screening, and psychological assessment) is required.
• May be sequestered locally to the control center as part of essential personnel requirements during severe weather conditions.
• Shift Work:
  • Operating shifts are 8 or 12 hours long , rotating between day and night shifts .