Network Technician - Level 2 Helpdesk

Position Summary: A Network Technician/Level 2 Helpdesk blends end-user support with hands-on network administration. The ideal candidate will provide advanced technical support, resolve issues, and assist with maintaining the organization's network infrastructure across all of our Alloy Holdings, LLC locations. He/She will report to the Corporate IT manager and assist them to support the organizations daily workload while providing Corporate IT the bandwidth to focus on higher level tasks, further bolstering the network. All Alloy Holdings employees must support and live the company values: Do the right thing, Respect one another, Be positive, and Please our customer in all aspects of the job.

Essential Job Duties:
• Technical Support - Troubleshoot and resolve escalated incidents involving hardware, software, operating systems, and network connectivity.
• Network Troubleshooting - Diagnose LAN/WAN issues, VPN problems, wireless connectivity and switch/router configurations with guidance from senior staff.
• System Administration - Support Active Directory, user account management, file permissions, and basic server maintenance tasks.
• Device Deployment & Configuration - Install, configure, and maintain desktops, laptops, printers, VoIP softphones, and mobile devices.
• Application Support - Provide assistance with desktop applications such as Adobe, Office365, SAP, 4D, JMAS, Sage, Webex, SonicWall NetExtender and RDP among others.
• Monitoring & Maintenance - Use monitoring tools to track and troubleshoot system performance, identify issues, and perform routine maintenance.
• Security Support - Assist with MFA, BitLocker and maintaining compliance with company security policies.
• Documentation - Maintain accurate records as necessary to better assist the company with future troubleshooting.
• Collaboration - Work closely with the Corporate IT Manager to keep them up to date on complex issues, escalations and potential project work.
• Project Participation - Support IT infrastructure upgrades, network refreshes, cloud migrations and system rollouts as needed.

Qualifications/Requirements:
• Strong understanding of Windows OS, macOS and common business applications.
• Proficiency with Active Directory, DNS, DHCP, and basic server administration.
• Working knowledge of network fundamentals: TCP/IP, VLANs, routing, switching, Wi-Fi.
• Experience with ticketing systems (working on procuring an internal solution).
• Familiarity with remote support tools, endpoint management and EDR platforms (including Kaseya, ScreenConnect, SentinelOne and Huntress).
• Ability to interpret logs, alerts, and monitoring dashboards.
• Strong troubleshooting methodology and analytical thinking.
• Clear communication skills for both technical and non-technical users as well as senior staff.
• Must maintain a professional and courteous working relationship with all employees.
• Associate degree in Computer Sciences, IT or related field, or equivalent experience.
• Minimum 2-4 years of helpdesk or technical support experience.
• Preferred certifications in CompTIA Network+, A+, Security+, CCNA, or equivalent.
• Excellent communicator who can exercise a high degree of confidentiality, professionalism, poise, tact, and diplomacy to accomplish objectives.
• Ability to work independently on escalated issues while supporting team workflows.
• Strong customer service mindset and the ability to prioritize the severity of multiple issues.

Physical Requirements/Safety:
• General office environment.
• Ability to wear all PPE.
• Support a safety culture by following all safety rules including reporting all incidents and near misses.
• Candidate will be expected to work primarily from our Providence, RI facility with travel to other local facilities to assist as necessary.
• Occasional after-hours work may be needed for maintenance or urgent issues.
• Comfortable working in hybrid environments (on-prem + cloud).
• Travel to our PA & NY facilities may be needed at the discretion of the Corporate IT manager for larger installs and projects. This is usually planned and with notice.