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 K9 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 K9 handler jobs and other roles!

MSA Security, an Allied Universal Company, is hiring a Technology Specialist. The Technology Specialist will handle technical and administrative tasks regarding SmartTech product maintenance. The Technology Specialist will proactively analyze trends, upgrade software, and troubleshoot internal technical issues. This individual will also perform scheduled/unscheduled system maintenance. The Technology Specialist 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
Shift based role

QUALIFICATIONS (MUST HAVE):

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 (NICE TO HAVE):

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

BENEFITS:

Medical, dental, vision, basic life, AD&D, and disability insurance
401(k) plan, subject to eligibility requirements
Paid time off offered at an accrual rate of 1 hour per 25 hours worked on a weekly basis
Eight paid holidays (subject to eligibility)
Employee Assistance Program
Employee discounts through our perks program to your favorite restaurants, entertainment venues, and much more!

Pay $56,700 to $61,700 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.