Tier 1 Support Tech

Job Description

Job Description

Oneida Network Infrastructure (ONI) specializes in the design and architecture, implementation, and ongoing support for wired and wireless networks, data center and cloud migrations, and telecommunications. Our expertise includes advanced integrations of disparate systems and ensuring system security is at the forefront.

We are currently seeking Help Desk Associates to support a government contract effort located in Verona, NY.

Duties & Responsibilities :

1. Conducts first line of support for all calls coming into the Call Center.
2. Escalates calls to appropriate support staff in a timely and proficient manner to comply with Service Level Agreements.
3. Effectively communicates with the person calling concerning the status of the call and the time a technician is expected.
4. For each call that is routed through the Help Desk, creates a ticket at the time of the call.
5. Makes follow up calls as required ensuring customer satisfaction.
6. Contacts users regarding the best time to schedule required tasks.
7. Ensures policies and procedures are followed relative to the Call Center, computer deployment, and decommissioning.
8. Ensures procedures are documented by creating any and all necessary documentation for policies and procedures.
9. Ensures and provides quality feedback to all departments on areas of concern within the organization.
10. Provides support as required or assigned for any Government Contract operations.

Minimum Qualifications :

1. A degree in Computer Science, or other related technical field, and/or equivalent experience of at least two years working in an IT environment.
2. Must be able to effectively communicate with users to provide first level support over the phone.
3. Must possess knowledge of Microsoft Office, Microsoft Windows 2000, and XP, and basic networking concepts (TCP/IP, DNS, cabling, wireless, etc.). Must be comfortable supporting administrator-level functionality across operating systems.
4. Must have knowledge and experience with corporate infrastructure packages such as Outlook, Citrix MetaFrame, Windows Terminal Services, Active Directory, NDS, and Virus Scanning (local and server-based).
5. Must possess knowledge of end-user device hardware support including PCs (CPU, Motherboard, BIOS, NIC, video, sound, PSU, HDD, CD-RW, DVD, FDD), monitor, keyboard, mouse, drivers, firmware, printers, and laptops.
6. Must be available to provide support as needed, including evenings, nights, weekends, holidays and be able to work on a task, assignment, or bulk of work to completion regardless of shift or duration.
7. Must be flexible and willing to work any shift - position is a 24X7 coverage support position.
8. Demonstrated experience working with gaming and/or hospitality systems preferred.
9. Must possess valid driver's license.
10. Must possess or be willing and able to obtain a US DOD Secret Clearance.

Desired Qualifications:

• CompTia A+, Net+, Sec+ or other indsustry related certification.
• At least six years of work experience.
• Extensive experience with PDAs, tablets, thin clients, and retail point-of-sale devices.
• Extensive experience with hardware and software testing in a corporate environment. Testing to include compatibility with legacy systems, functionality, usability, and installation/upgrade.
  • HP, MCSE, MCP, or Call Center Certification.

Why Join Oneida Network Infrastructure?

At Oneida Network Infrastructure (ONI), you'll have the opportunity to build a rewarding career while contributing to projects that connect communities, support critical infrastructure, and drive technological advancement. As a growing organization, we are committed to investing in our employees and creating an environment where individuals can thrive professionally and personally.

What We Offer

• Meaningful Work - Be part of a team that delivers essential network and infrastructure solutions that make a real impact.
• Collaborative Culture - Work alongside experienced professionals who value teamwork, innovation, and continuous improvement.
• Career Growth Opportunities - We are dedicated to employee development through training, mentorship, and opportunities for advancement.
• Competitive Compensation & Benefits - We offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance.
• Stability & Long-Term Success - Join an organization focused on sustainable growth and operational excellence.
• Commitment to Excellence - We empower employees to take ownership of their work, contribute new ideas, and help shape the future of our organization.

Our Commitment to Employees

At ONI, we recognize that our success is built on the talent, dedication, and expertise of our people. We strive to foster an inclusive, respectful, and supportive workplace where employees are valued, recognized, and given the resources they need to succeed.

If you're looking to join a team where your contributions matter and your career can grow, we encourage you to explore opportunities with Oneida Network Infrastructure.

Connect. Build. Grow. Join ONI.

Oneida Network Infrastructure is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and applicants.