IT Help Desk Specialist

EPIC iO Technologies is an international technology-focused company providing the most innovative, IoT, AI, and wireless connectivity solutions for the public and private sectors.

As #OneTeam, we bring together some of the best technology offerings on the market with our growing team. This success is the result of our employees' diverse technical and business expertise, which fuels collaboration and ongoing innovation. We use equal parts innovation, quality, and reliability to create comprehensive, solution-driven product offerings for our customers. Learn more about us at www.epicio.com.

Why join the Epic team?

· Bring your skills and knowledge to an innovative and growing workplace

· Work and collaborate with a team who has become one of the best in the industry

· Use industry-leading technology and the best tools available to ensure success

· Work in a stable industry with strong growth potential

EPIC iO is currently seeking an IT Help Desk Specialistto join our team at our Fort Mill, SC office. You will be responsible for supporting EPIC iO's Global Information Technology Operations. This includes tasks related to IT maintenance, asset management, hardware and software deployment, disaster recovery support, and general troubleshooting. Additionally, this role has a Monday to Friday onsite designation requirement with some travel when necessary.

Responsibilities & Tasks

• Assist with organizational certifications, such as SOC 2 Type 2, ISO 27001:2022, etc. 
• Provide disaster recovery and business continuance support. 
• Technical Support: Provide comprehensive application, hardware, and operating systems support to end users, including troubleshooting and resolving issues related to Windows 7/10, macOS, Linux, hardware, and other technologies. 
• Onboarding/Offboarding: Perform onboarding and offboarding tasks, ensuring a smooth transition for new hires and terminations. 
• Network & Security: Assist in maintaining networks and systems, including patching, access reviews, etc. 
• Documentation: Accurately document support requests, including problem descriptions, resolutions, and data. Contribute to the creation and maintenance of knowledge base. 
• Ticket Management: Manage and prioritize support tickets, escalating more complex issues to higher-level technicians as needed. 
• Hardware maintenance and support including inventory management, maintenance, and RMA. 
• Physical and digital procurement and deployment. 
• Collaborate with other teams to implement technological solutions and enhance processes. 
• Stay updated on the latest technologies and trends in IT and security. 
• Ability to travel to existing or new company locations including datacenters; travel expected. 
• Ability to perform installations, maintenance, and removal of technology or business equipment where lifting and moving up to 50 pounds may be required. 

Required Qualifications

• Experience in the technologies and/or systems mentioned above from a deployment, management, and support standpoint.
• Strong knowledge of industry-standard vendors or platforms (including but not limited to the ones mentioned above), as well as their features, tools, and best practices.
• Experience in scripting languages, such as PowerShell, Bash, or automation tools, such as industry standard Remote Monitoring and Management (RMM) Platforms.
• Experience in end user support, hardware support, and troubleshooting for various operating systems, including Linux, Mac OS, and Microsoft Windows. 
• Excellent communication, collaboration, and problem-solving skills.

Desired Qualifications

• Certifications in specific technologies or technology vendors are preferred but not required: Cisco Certified Network Associate (CCNA) Cloud, Microsoft Certified: Azure Administrator Associate. 

Physical Requirements

• Ability to travel to existing or new company locations including datacenters; travel expected. 
• Ability to perform installations, maintenance, and removal of technology or business equipment where lifting and moving up to 50 pounds may be required. 

EPIC iO Technologies embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe the more inclusive we are, the better our company will be.