Networking Technician I (Hartford, US)

At LAZ Parking we often say, "it’s not what we do, it's the way we do it". We’re more than just the fastest growing and second largest parking company in the country, we believe that the work we do and how we treat people can really Make a Difference.

The Spirit of the Position:

The Network Technician Level 1 is a professional who provides technical support and assistance to internal company employees, whether on the phone or in person. Their primary intention is to ensure LAZ Parking employees satisfaction and the ability to properly operate any technology or application they may be having trouble with.

Responsibilities:

• Serving as the first point of contact for company employees seeking technical assistance over the phone or email
• Performing on-premises and remote troubleshooting through diagnostic techniques and pertinent questions
• Recognizing symptoms of different problems to direct internal company employees to the proper solutions.
• Improves company references by writing and maintaining documentation for internal Knowledge Base system.
• Maintain service level agreements for employee trouble tickets.
• Improves system performance by identifying problems and recommending changes.
• Updates job knowledge by participating in educational opportunities and maintaining personal networks.
• Follow-up with clients to ensure issues are resolved
• Escalate issues to the next Tier with next level of difficulty
• Install, make changes, and repair computer hardware and software
• Accurately document activities in precise detail
• Interface and coordinate with external vendors to order hardware and software

Education:

• Preferred but not required: Associate degree in a technology field or working on obtaining associate's or bachelor’s degree in related field. Other formal certifications and/or training is also welcome.

Experience:

• Basic knowledge of computer troubleshooting and network technologies. Prior helpdesk experience or IT troubleshooting in an enterprise environment is an asset.

Technical Skills:

• Ticketing systems: understanding of ticketing systems to track and manage requests
• Basic cybersecurity awareness: Basic understanding of general security precautions
• Troubleshooting: asking questions, implementing solutions, and testing outcomes
• Remote Access Tools: Understanding of remote access tools to interact with clients’ computers
• Microsoft Office 365: Proficiency with core Microsoft Office 365 Tools (Outlook, Power Point, Excel, and Word).
• Hardware & Software: Ability to diagnose and resolve common hardware and software technical issues
• Platforms: Familiarity with Windows 10, Windows 11, Android, and iOS.

Soft Skills:

• Communication: Proficient at clearly communicating technical concepts professionally and effectively.
• Adaptability: Able to adapt to changing goals and situations.
• Time Management: Ability to manage time effectively and maintain tight deadlines in a fast-paced environment. Able to handle multiple inquiries simultaneously.
• Problem Solving: Excellent logic and problem-solving abilities.
• Documentation: Detail oriented, able to record detailed notes on tickets, highly organized.
• Autonomy: Self-motivated and self-directed.
• Team Collaboration: Coordination with other team members to address complex issues.
• Professionalism: Upholding high standards of conduct and ethics in interactions with clients and colleagues.

Desirable Skills/Experience:

• Understanding of networking and firewalls, such as IP addressing, DNS, and DHCP.
• Knowledge and/or experience with VPN technology and configurations.
• Experience with administration of Microsoft 365, Active Directory, Intune, Autopilot, and/or Remote Desktop software.
• Experience creating and maintaining documentation.
• Skills in scripting and/or automation.
• Understanding of and experience with parking technology solutions would be an advantage.
• Microsoft training and certification or other formal IT education will be considered a strong asset.

Physical Demands:

• Ability to lift, push and pull at least 10 pounds.
• Ability to stand, walk and run for extended periods of time.
• Ability to bend, stoop, squat and lift frequently throughout a shift.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with qualified disabilities to perform the essential duties/functions.

FLSA Status: Exempt

LAZ Parking is an equal opportunity employer. In all our employment practices, including hiring, we are firmly committed to provide equal employment opportunity (EEO) to all persons, regardless of race, color, religion, sex, national origin, disability, age, genetics, Vietnam era, special disabled, recently separated and other protected veterans, or any other characteristic protected by federal, state or local law. No question in our application process is used for the process of limiting or excluding any applicant's consideration for employment on such grounds.

This Employer participates in E-Verify.

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