At VFS, A Fortis Fire and Safety Brand, we provide industry-leading fire protection services across the United States. Our ever-growing footprint can be seen in California, Florida, Texas, and Chicago and we are acquiring new brands all the time.
Our team provides a full spectrum of specialized and certified service professionals to support your company and protect your building with the peace of mind of properly installed and maintained fire and life safety systems.
Here at Fortis and throughout our family of brands, we value our employees and offer competitive benefits which include:
- 2 weeks of paid vacation
- 1 week of paid sick time
- 10 Company Paid Holidays
- Other paid time off (jury duty, bereavement)
- Competitive pay
- 401k with company match
- Medical, Dental, and Vision
- Company-paid Life Insurance
- Company-paid Short-term Disability
- Supplemental Long-term Disability and Life Insurance Packages
- Legal Insurance
- Pet Insurance
- Career Advancement Opportunities
The Fortis Fire & Safety IT Service Desk Technician (FFS IT SD Tech) is the front line and first level support of the FFS IT department. Primary responsibility is to support FFS associates with all IT related issues (Hardware, Software, Network, Applications), maintain a high first call resolution rate and escalate issues to 2nd and 3rd level support as needed. The FFS IT SD Tech ensures all issues are tracked in the FFS ticketing system and assigned to the appropriate FFS IT team member. Further she/ he follows up on tickets and communicates updates/ solutions/ delays to the affected FFS employee. If necessary the FFS IT SD Tech escalates slow resolution to IT leadership.
Essential Duties & Responsibilities: - Maintain ticketing system
- Prioritize tickets
- Identify, diagnose, and resolve issues as 1st level support for all IT related issues (Hardware, Software, Network, Applications)
- Document solutions and maintain knowledge base
- Route tickets to the appropriate FFS IT team member for 2nd and 3rd level support
- Follow up on tickets routed to 2nd and 3rd level support
- Update ticket status and communicate to FFS associate
- Escalate slow ticket resolution to IT leadership
- Collaborate with FFS IT team to maintain high first call resolution rate
- Make suggestions to improve FFS Service Desk process
- Create/ Delete/ Enable/ Disable users in various system/ applications
- Maintain/ Update FFS IT asset inventory system
- Maintain FFS M365 licenses
Required Qualifications: - Broad knowledge Windows OS (10 & 11), iOS, Android
- Broad knowledge of on-premises AD, Security groups, Group policies
- Broad knowledge of Microsoft Azure AD, Microsoft Intune, Dynamic security groups
- Broad knowledge of laptops/ desktops, printers and mobile devices (Phone, Tablet)
- Broad knowledge of Single Sign On, Multi Factor Authentication
- High level knowledge of networking (LAN/ WAN/ VPN)
- Strong problem solving/ troubleshooting skills
- Ability to communicate in a professional manner with all levels of the organization
- Ability to work independently with minimal supervision
- Ability to work after normal business hours without prior notice in case of system interruption or equipment failure
- Ability to handle multiple tasks, establish priorities, and meet deadlines
- Ability to be tactful and diplomatic in challenging situations
- Ability to maintain a high level of confidentiality
- Work in a fast pace and flexible environment
- Work in a distributed team
Preferred Qualifications: - Bachelor's degree or technical degree in Computer Science or related field
Compensation: - $55,000 - $65,000 year depending on experience
Physical Requirements: - Sitting for long periods of time with some walking, stooping, bending, and reaching
- Dexterity to make fast, simple, repeated movements of the fingers, hands, and wrists
- Movement by holding, turning, and grasping of objects
- Reaching and extending hands in any direction
- Feeling temperature, shape, or texture by means of senses in skin
- Occasional lifting and/or moving up to 25 pounds
- Ability to hear normal conversations on phone or in person
- Ability to see more than 20 feet
- Ability to see color and see/read computer screen
Fortis Fire & Safety Inc. is an EEO Employer. We select people on the basis of skill, training, ability, attitude, and character without discrimination with regard to age, sex, color, race, creed, national origin, religious persuasion, marital status, political belief, or a disability that does not prohibit performance of essential job functions.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above 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.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.