IT Support Technician

Summary

Under the general direction of the IT Director, the IT Support Technician provides assistance to the Club service along with the Public Safety's operation. The role is the primary point of contact to provide technical assistance, solve customer service/end user queries, and troubleshoot hardware, software, and network issues. The IT Support Technician will also manage security functions and configuration of network and computer systems. Must have a strong foundation in cybersecurity.

Essential Duties and Responsibilities

• Administers and maintains VMware vSphere environments. Manages virtual machines, optimizes host resources, and troubleshoots virtualization issues to ensure system high availability.
• Verifies all critical system backups daily.
• Provides desktop and hardware support, resolving issues swiftly to minimize downtime.
• Reviews, addresses, and updates all open IT Help Desk Requests from end users on a daily basis.
• Acts as the frontline support for Jonas Club and Activity Management Software.
• Configures, deploys, and maintains desktop hardware, peripherals, and network connectivity.
• Writes, tests, and deploys PowerShell scripts to automate administrative tasks.
• Facilitates adoption of AI productivity tools. Conducts team training sessions to maximize AI software utilization. Creates usage guidelines to ensure efficient and practical AI integration.
• Builds custom administrative workflows and digital forms within Office 365.
• Administers, configures, and troubleshoots the Avaya IP Office environment leveraging Avaya ASTA competencies.

Other Functions

• Manages, configures, and retrieves video forensic evidence from Salient DVR/VMS platforms.
• Enforces proactive security mitigation policies, maintains endpoint defense systems, and manages local network routing and switching infrastructure.
• Monitors network performance, diagnoses connectivity issues, and performs routine network maintenance.
• Manages the end-to-end support of the company's small, complex network located within multiple locations supporting local and remote end users.
• Accesses and installs appropriate upgrades, patches, drivers, etc.
• Ensures licensures are within compliance and each license's information is documented.
• Recommends to the IT Director potential new technical solutions for company.
• Performs other duties as assigned by IT Director, Systems Administrator, Chief Financial Officer, or General Manager.
• Maintains absolute confidentiality and integrity of all data and sensitive company information.
• Participates in professional organizations and activities related to the IT profession, training, and organizational development.

This position does not state or imply that the above are the only duties and responsibilities assigned to this position. Employees holding this position will be required to perform any other job-related duties as requested.

Supervisory Responsibility

This job has no supervisory responsibilities.

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.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments and established deadlines.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Bachelor's Degree in Cybersecurity or a closely related IT field is preferred. Candidates with an Associate's Degree with equivalent verifiable experience are encouraged to apply. Three years of experience in an I.T. Help Desk or desktop support role.

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. Must be fluent in English both verbally and written.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills

• CompTIA A+
• CompTIA Network+
• ASTA (Avaya Services Technical Associate) preferred
• VMware (VCTA or VCP) preferred
• Proficient in Office 365 (Teams, SharePoint, Outlook, Excel)
• Microsoft Power Platform Fundamentals preferred
• High attention to cyber security and protecting Ibis's systems and assets
• Jonas Club software architecture

Certificates, Licenses, Registrations

• Valid driver's license

Other Skills and Abilities

• Demonstrated proficiency in writing and executing PowerShell scripts for Windows administration.
• Solid understanding of endpoint security, firewalls, and email security.
• Working knowledge of a range of diagnostic utilities
• Strong documentation skills
• Ability to conduct research for a wide range of computing issues as required
• Ability to effectively prioritize and execute tasks in a fast-paced environment

Other Qualifications

• Highly self-motivated and detail oriented.
• Exceptional communication and interpersonal skills, with the patience to guide users through new technologies.
• Must be willing and able to work flexible rotating shifts, covering weekday and weekend shifts spanning both early mornings and evenings.

Physical Demands

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 accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear and taste or smell. The employee must regularly lift and /or move up to 10 pounds, frequently lift and/or move up to 50 pounds and occasionally lift and/or move up to 100 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Physical demands include crawling through attics, construction of Coax/Cat5a/Cat6a and fiber optic network cabling, disassembly/assembly and design of technical components including electronic component solder.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is occasionally exposed to wet and/or humid conditions; moving mechanical parts; high, precarious places; outside weather conditions and risk of electrical shock. The noise level in the work environment is usually moderate.