IT Support Technician
High Tide Solutions, LLC - Saint Croix, VI

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As an IT Technician, you will join a team of IT professionals to provide support for existing and new customers across the US Virgin Islands. Responsibilities include network support, configuration, and monitoring; hardware configuration and monitoring; software installation and configuration; end user support and problem resolution.

Key Responsibilities

Other duties may be assigned.

Respond to support requests through ticketing system, phone, or supervisor directive and provide support onsite, via phone, or via remote connectivity

Diagnose, configure and resolve technical hardware and software issues

Research questions using available information resources including collaboration with fellow team members

Advise user on appropriate action and provide problem resolution and follow-up

Follow standard help desk procedures

Log and update all support related issues in helpdesk ticketing system

Administer and support the help desk software standards, processes and knowledge updates

Identify and appropriately escalate situations requiring urgent or critical attention

Track and route problems and requests accordingly and document resolutions

Stay current with system information, changes and updates

Work directly with preferred vendors on support related issues

Lead and assist other staff in support of major or complex projects

Lead various IT projects to achieve successful outcomes

Skills Required

Essential Skills

Cisco ASA Firewall setup, configure and support

Sonicwall Firewall setup, configure and support

Vlan setup, mapping and troubleshooting experience a plus

Knowledge and demonstrated experience preferred in the following areas: IP Routing, Ethernet Switching, Cisco and Juniper’s VPNs, network Security, QoS, IP Services such as DNS and DHCP, server load balancing, Unix OS experience a plus, Windows 2K03/08 Server and Windows 7 experience required

Requires the ability to understand the networking needs of the organization as a whole, and the ability to advise on the best infrastructure solutions

Strong interpersonal skills are required

Excellent written and verbal communication skills

Ability to work effectively under pressure

Ability to work unsupervised or with a team

Experience with Juniper firewalls a plus

Bachelor’s Degree in Computer Science, Information Technology or similar.

MCTS certification in Windows 7, Server 2008 or others a plus

Minimum 3 years of demonstrated experience supporting end users and IT infrastructure

Experience with rack build outs, cable management and termination of copper cabling a plus

Experience with IP based telephone systems and related wiring a plus

VMware experience a plus

Physical Demands

Must be able to lift moderately heavy equipment (servers and PC’s).

Must be able to respond 24/7 to emergency production system issues

About this company
Over the last decade, High Tide Solutions has implemented and continues to support numerous IT infrastructures in the Territory of the...