Responsibilities
- Represent Appalachia in positive, helpful, professional manner
- Act as first responder to support tickets/client calls
- Triage incoming issues and manage time effectively to meet expected SLAs
- Research and escalate issues as needed
- Recreate, diagnose, and resolve reported issues
- Provide clear, concise, and timely verbal and written communication with clients/vendors
- Advocate for client concerns within Appalachia and to third party vendors
- Complete between 12 and 16 hours of professional development/training per month
Position Requirements
- Associate or technical degree, or equivalent relevant work experience
- Ability to read and understand technical documentation
- Ability to work individually with direction as a member of the larger support team
- Working knowledge of one or more desktop operating systems
- Basic understanding of infrastructure-level services like DHCP, DNS, and SNMP
- Strong understanding of file systems, and sharing and access permissions
- Working knowledge of Windows Server, Microsoft Active Directory, and Group Policy
Preferred Qualifications/Nice to Have
- Familiarity with Microsoft Office365 and/or Microsoft Exchange
- Familiarity with remote monitoring and management software
- Basic understanding of networking concepts like NAT, access controls, routing, and VLANs
- Experience with Linux operating systems
- Possession of Security+ CE certification
- Possession of one or more industry standard entry-level certifications
Please send your resume with “TAC Technical Support Analyst” in Subject line to HR@appalachiatech.com
Appalachia is a Best Places to work and an Equal Opportunity Employer
