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Form of workCompany Overview We're Lumos, a provider of 100% Fiber Optic Internet, Total Home Wi-Fi, voice and streaming services across North Carolina and Virginia. We believe that the possibilities of tomorrow cannot be built on the infrastructure of yesterday. That's why we're building a 100% Fiber Optic network from the ground up for families, small businesses and communities, backed by local, expert customer service.
An Internet built for that most hopeful of all things- the future. Because whatever the future holds, we make it faster. We are more than your average internet company.
Our customers enjoy the fastest fiber speeds available built on a network they can truly count on - all backed by local, expert customer care teams. We know that fast, reliable Internet is what our customers need to stay connected to the things that matter. That continuous connection is our commitment to our community.
The Position The IT Support Technician will provide front line support for all IT related issues as well as handle all hands-on, remote support and administration of PC's, printers, phones, accessories and peripherals, in your local market. Assist end users that are experiencing software and/or hardware related issues on their computers, printers, or mobile devices.Route helpdesk tickets within our group or toother groups as needed.Monitor trends and reported issues to identifypotential outages, assigning a problem and contacting that department managerfor the issue.Often multitasking to ensure tickets are handledas efficiently as possible.Create and update install guides and knowledgebase articles for software applications as needed.Have or be able to build a good working knowledgeof software applications used within the business as well as have an expertlevel of knowledge with Windows operating systems and applications.Stay up to date with hardware and software trendsas it relates to the systems that the company supports.Serve as the afterhours point of contact for allITS troubles by participating in around the clock 365 day a year on-callrotation and be able to travel to any company location and/or contact the necessarypersonnel to resolve after hours emergency troubles.Assist in project planning for new acquisitions,facility moves and new employee hiring, and prepare new PC's, modify existingPC setups, or physically move PC and accessory equipment to best support theneeds of the Facilities department and management. Duties & Responsibilities: Work on-site to resolve troubles, install equipment, or move existing equipment to best suit the needs of the local department or management.
Deliver new PC's and equipment to remote locations, sometimes requiring long distance travel or overnight stays. Build new or rebuild existing PC's or add new functionality by adding software or hardware or peripherals. Test new software or hardware for functionality and ability to interface with our current standard setup of software and hardware.
Install new hardware or software and provide first tier training on its use. Answer trouble calls, troubleshoot and resolve troubles, or transfer issues to the appropriate department or vendor. Interface with software and hardware manufacturers to resolve compatibility or error issues.
Contact repair vendors to arrange for repair and replacement of equipment. Coordinate with non-ITS groups to assist in trouble resolution of proprietary and non-standard systems. Provide technical support to the PC Techs and provide field leadership to address the tougher issues.
Maintain user accounts for various internal and external software systems. Re-enable, reset and manage passwords and rights for those systems. Enforce and investigate security and policy violations on those systems.
Coordinate with Human Resources if necessary, regarding policy and security violations. The IT Jr. Engineer - Support performs all duties including but not limited to: responsible for overseeing the day to day operations and support of all IT equipment outside of the DATA Center, responsible for maintaining the group's service level for callback and resolution time, responsible for making sure that all projects are completed in the allotted time, make policy decisions and exceptions with management approval, control access and monitor inventory, handle escalations, and is in charge of investigating and resolving any complaint regarding the staff or service of the IT Support Group while management is away.
Qualifications Associate degree (AA) or one to three years' experience, or equivalent combination of education and experience in related field. 2 years working as a IT technician or equivalent skills. MCP in Windows 10 desired, A+ Certification, Net+ Certification, familiarity with Microsoft networking and Cisco Networking, familiarity with .NET environment, Microsoft Office, logical hardware and software troubleshooting skills, IP Phones, IOS and Android devices, LAN/WAN troubleshooting skills.
Key Competencies: Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics. Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events. Additional Skills and Proficiencies - Available to be on call if needed.
Customer Service Detailed Oriented Technically proficient Able to perform duties without direct supervision. Benefits: Includes Medical, Dental, and Vision insurance, 401K, Tuition Reimbursement, Gym Reimbursement, Paid vacation/holiday leave and more. Employment Type: FULL_TIME
