Network Technician

Company Overview

Applied Integration is a privately held, Utah based Managed Services Provider (MSP) that serves a diverse and growing base of Business Customers located both here in Utah as well as across the country.  With over 10 years in operation, we have a strong and stable foundation that allows us to provide an excellent working environment and competitive salary and benefits.

Position Summary

As a primary portion of our operations, we operate a Network Operations Center office in Salt Lake that responds to and resolves the IT related issues for our Customers businesses.  The position we are offering is that of Network Technician Level 1.  This is typically assumed to be an entry level or junior level Technician position, with excellent opportunities for the Technician to gain experience and education in a fast paced, highly technical environment that supports a wide range of complex IT Systems.

Expected Outcomes

Success in the Network Technician Level 1 position will be based primarily on your ability to consistently meet or exceed our Customer’s expectations relating to response and resolution timeliness and accuracy.  You will be evaluated on your ability to accept and resolve at least 75% of the Service Tickets assigned to you, and on your ability to work closely with other members of the Technician Team to share knowledge and escalate properly.

Your ability to continue to grow and expand your contribution to the Team will also be a primary criteria that your overall performance will be judged on.  We expect Level 1 technicians to always be learning from Senior Technicians and using their experience and guidance to grow and to be actively consuming information and education from resources available both within the Company and from external sources such as Vendor education.

Position Duties

  • The first duty that the Helpdesk Technician will be expected to perform is to respond to and resolve Service Tickets that are assigned by the Support Dispatcher.  In order to resolve tickets, the Technician will be required to be fully proficient in the Connectwise application as it relates to all aspects of a Service or Project Ticket life cycle
  • The Technician will be required to communicate effectively both by Telephone and written methods such as Email
  • As Service and Project Tickets are worked on by the Technician, they will require proper Time and Note Entries such that on average the Technician can account for at least 80% of each work day with Time Entries in the system and when Service or Project Tickets require escalation to another Technician, the steps and work performed by the Tech is adequate, complete and comprehensive
  • The Technician will be required to escalate difficult or overly time consuming Service Tickets to more Senior Technicians and will be required to communicate that escalation clearly and effectively so that the Customer experience remains positive and timely
  • The Technician will be required to work on the normal rotating schedule, taking a rotating weekly turn at each of the standard work shifts, 7:00 to 4:00, 8:00 to 5:00 and 9:00 to 6:00.  When taking the late shift, the Technician is expected to carry and respond to an “After Hours” phone, and to remain available to respond to emergency calls and events.  Through use of a Company provided laptop, the Technician will be required to enter and properly document all after hours Service Tickets and respond to automated Service Alert notifications and after hours Customer calls.

Education Requirements

  • A+ Certification is preferred.
  • NET+ Certification is preferred.
  • Microsoft Certified Professional (MCP) is preferred.
  • 1+ years’ experience in computer network management is required
  • Experience in managing end client networks is preferred.

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.

Required Skills

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.

  • Must understand and be able to conduct oneself in alignment with the Company Core Values
    • Integrity – able to be honest and trustworthy in all work related matters
    • Accountability – takes responsibility for actions and requirements of the job
    • Professionalism – possess a professional appearance and demeanor
    • Competency – possess basic skills and be willing to work to constantly develop new skills
    • Urgency – make effective use of all work time without procrastination or wasted time
    • Respect – treat all co-workers, customer and vendors with respect at all times
  • Must possess excellent verbal, written and listening communication skills in English
  • Must be able to manage multiple priorities and/or project simultaneously
  • Must have strong Customer Service skills and be able remain calm when dealing with upset or excited Customers
  • Must possess strong understanding of TCP/IP fundamentals such as subnets, basic routing, Domain Name Resolution
  • Must possess a strong working knowledge of the Windows PC environment and be able to perform detailed troubleshooting of PC related issues such as connectivity, proper installation of drivers, and other tasks related to the day to day maintenance of Customer PCs
  • Must be capable of using the Primary Application included in the Microsoft Office Suite, with particular emphasis on Outlook as pertains to the setup and troubleshooting of Exchange based email accounts
  • Must be able to complete and understand the training and education process associated with our Internal Primary Software applications such as Connectwise and Labtech
  • Must be able to follow and perform detailed Staging and Setup checklists, with excellent attention to detail and enough understanding of the tasks to be able to identify issues or possible problems with a process or checklist
  • Must be able to contribute to the internal Document store by reviewing or creating additional Task Based documents

Salary Expectations

This position is a Full Time position and position salary will be commensurate with experience and qualifications.  Generally this position pays in the range of $24 – $36,000 per year.

How to Apply

Please send the following to careers@appliedintegration.net when applying for this position:

  • A cover letter explaining why you feel you are a fit for this position.
  • A current Resume and Salary history