IT Support Technician - Managed Services

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    "description": "<p><span style=\"font-size: 24pt\"><span style=\"font-weight: bold\">IT Support Technician – Tier I (AI-Integrated)</span></span></p>\n<p><span style=\"font-size: 18pt\"><span style=\"font-weight: bold\">Company Overview</span></span></p>\n<p>At <span style=\"font-weight: bold\">iServ</span>, a leading Managed Services Provider (MSP), we deliver innovative IT solutions by leveraging cutting-edge technologies—including AI-driven tools—to enhance efficiency, security, and customer experiences. We are seeking \"frontline heroes\" who are excited about the intersection of traditional IT support and the future of AI automation. Learn more about our mission at <a href=\"http://www.iservworks.com\" target=\"_blank\" rel=\"noopener noreferrer\">www.iservworks.com .</a></p>\n<p><span style=\"font-size: 18pt\"><br></span></p>\n<p><span style=\"font-size: 18pt\"><span style=\"font-weight: bold\">Position Summary</span></span></p>\n<p>The <span style=\"font-weight: bold\">IT Support Technician – Tier I</span> is an experienced IT generalist and a dedicated <span style=\"font-weight: bold\">fixer—not a ticket taker.</span> You will provide high-quality technical support with a strong emphasis on first-call resolution. This role is ideal for a problem-solver who is eager to integrate emerging technologies like AI-assisted diagnostics, chatbots, and automation into everyday workflows to drive innovation and client satisfaction.</p>\n<p><span style=\"font-size: 18pt\"><br></span></p>\n<p><span style=\"font-size: 18pt\"><span style=\"font-weight: bold\">Schedule &amp; Coverage Expectations</span></span></p>\n<ul>\n<li><span style=\"font-weight: bold\">24/7 Operations:</span> iServ supports mission-critical environments around the clock.</li>\n<li><span style=\"font-weight: bold\">Primary Shift:</span> This role follows a <span style=\"font-weight: bold\">2:00 PM – 10:00 PM EST</span> schedule.</li>\n<li><span style=\"font-weight: bold\">Weekend Rotation:</span> Participation in an alternating weekend shift rotation is required to ensure service continuity.</li>\n</ul>\n<p><span style=\"font-size: 18pt\"><br></span></p>\n<p><span style=\"font-size: 18pt\"><span style=\"font-weight: bold\">Essential Duties &amp; Responsibilities</span></span></p>\n<ul>\n<li><span style=\"font-weight: bold\">Proactive Problem Solving:</span> Deliver exceptional technical support focused on first-call resolution. Incorporate AI tools (e.g., generative AI or automated scripting) to enhance troubleshooting efficiency.</li>\n<li><span style=\"font-weight: bold\">Tiered Support &amp; Escalation:</span> Participate in a tiered structure, managing vendor escalations while exploring AI-driven solutions for complex issues.</li>\n<li><span style=\"font-weight: bold\">Monitoring &amp; Management:</span> Perform recurring tasks using AI-powered analytics to proactively identify and resolve potential system events before they impact the client.</li>\n<li><span style=\"font-weight: bold\">Security-First Mindset:</span> Configure and troubleshoot systems with an eye toward AI-enhanced threat detection, patch management, and predictive security.</li>\n<li><span style=\"font-weight: bold\">Communication:</span> Deliver timely, professional updates to clients and internal teams, utilizing AI-assisted communication tools for streamlined reporting.</li>\n<li><span style=\"font-weight: bold\">Hybrid Flexibility &amp; \"Smart Hands\":</span> While primarily working in a remote capacity, you will occasionally work <span style=\"font-weight: bold\">onsite</span> at customer locations to install firewalls, switches, and access points, or act as \"Smart Hands\" for remote engineers.</li>\n<li><span style=\"font-weight: bold\">Innovation Projects:</span> Contribute to special projects, such as piloting new AI features within our support ecosystem.</li>\n</ul>\n<p><span style=\"font-size: 18pt\"><br></span></p>\n<p><span style=\"font-size: 18pt\"><span style=\"font-weight: bold\">Job Qualifications &amp; Requirements</span></span></p>\n<p><span style=\"font-size: 14pt\"><span style=\"font-weight: bold\">A) Knowledge, Skills &amp; Abilities</span></span></p>\n<ul>\n<li><span style=\"font-weight: bold\">OS Support:</span> 2+ years of experience supporting <span style=\"font-weight: bold\">Windows 10/11 and Microsoft 365</span> in business environments.</li>\n<li><span style=\"font-weight: bold\">Networking:</span> Strong understanding of <span style=\"font-weight: bold\">TCP/IP fundamentals</span> (DNS, DHCP) and basic network optimization.</li>\n<li><span style=\"font-weight: bold\">System Admin:</span> Proficiency in Microsoft Exchange administration and Windows system management tools.</li>\n<li><span style=\"font-weight: bold\">Security:</span> Familiarity with antivirus, malware protection, and interest in AI-based security technologies.</li>\n<li><span style=\"font-weight: bold\">AI Enthusiasm:</span> A process-driven approach to troubleshooting with an interest in <span style=\"font-weight: bold\">ChatGPT, Copilot, or custom AI scripts</span> for IT tasks.</li>\n<li><span style=\"font-weight: bold\">Soft Skills:</span> Performance-driven accountability with excellent interpersonal and written communication skills.</li>\n</ul>\n<p><span style=\"font-size: 14pt\"><span style=\"font-weight: bold\">B) Education &amp; Experience</span></span></p>\n<ul>\n<li><span style=\"font-weight: bold\">Experience:</span> Minimum 2+ years in IT infrastructure support (MSP environment preferred).</li>\n<li><span style=\"font-weight: bold\">Certifications (One or more preferred):</span> * CompTIA A+, Network+, or Security+\n<ul>\n<li>Microsoft Certified (Azure Fundamentals or MS-900)</li>\n<li>AI-related certifications (Google AI Essentials or Microsoft AI-900) are a significant plus.</li>\n</ul>\n</li>\n</ul>\n<p><span style=\"font-size: 14pt\"><span style=\"font-weight: bold\">C) Special Requirements</span></span></p>\n<ul>\n<li><span style=\"font-weight: bold\">Mobility:</span> Valid Driver’s License and a reliable personal vehicle (for occasional onsite visits).</li>\n<li><span style=\"font-weight: bold\">Remote Setup:</span> Reliable high-speed internet and a dedicated, professional home office workspace.</li>\n</ul>\n<p><span style=\"font-size: 14pt\"><span style=\"font-weight: bold\">D) Physical Demands</span></span></p>\n<ul>\n<li>Ability to sit for extended periods for remote support.</li>\n<li>Ability to lift <span style=\"font-weight: bold\">30+ pounds</span> and perform physical tasks (bending/flexing) during equipment transport and installations.</li>\n</ul>\n<p><span style=\"font-size: 18pt\"><br></span></p>\n<p><span style=\"font-size: 18pt\"><span style=\"font-weight: bold\">Why Join iServ?</span></span></p>\n<ul>\n<li><span style=\"font-weight: bold\">Innovation:</span> We value work-life balance and empower our team to explore new technologies.</li>\n<li><span style=\"font-weight: bold\">Growth:</span> Opportunities for professional development, including specialized AI training.</li>\n<li><span style=\"font-weight: bold\">Benefits:</span> Competitive hourly pay, comprehensive medical/dental/vision coverage, and paid time off.</li>\n</ul>\n<p><br></p>",
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