IT Specialist

This position will provide first-line IT support for all VirTra employees and locations, including but not limited to the following: First response, prioritization, resolution and escalation of staff IT ticket requests, regular maintenance and upgrades to desktops, laptops, network equipment, and servers. Verify backup procedure success and maintain up-to-date documentation and KB articles. Manage and Maintain user accounts in both on-premises and cloud-based systems. Ensure that hardware and software systems work as expected.

Essential Functions:

• Provide technical support and training to staff via the IT ticketing system, IT management tools, Microsoft Teams and in person. Create detailed KB articles on troubleshooting steps and resolutions.
• Work is well documented and completed in a timely manner.
• Troubleshooting hardware and software issues on multiple platforms including:
  • End User devices, including desktops, laptops, printers, IP phone system and some cell phones. Includes staff and device onboarding/offboarding, troubleshooting connectivity, patching, maintenance, system and application support for corporate approved programs.
  • Physical servers, VM hosts, and virtual servers - Duties include ensuring backup procedures are in place and functioning, and routine patching and updating are completed on a regular basis.
  • Enterprise data storage systems. Duties include working with the IT director and IT administrator to understand and troubleshoot the enterprise level storage systems, staff RBAC privileges, and how they function and are used by staff within the corporation.
  • Networking Equipment – Responsibilities include maintenance and upkeep of routers, switches, and access points. This position will work with the IT team to understand the data flow through the corporation and how to install, configure and troubleshoot various network issues and escalate when necessary.
  • VOIP telephony systems - This includes phone system and PBX server, as well as contacting the various telephony vendors in case of an outage situation.
  • Support various on-premises and cloud-based enterprise software implementations including installations, configurations, ongoing administration and maintenance.
• Work with the IT director to plan, purchase, configure, track and document IT related hardware and software for IT related tickets and projects.
• Be available to work during normal IT workdays and IT maintenance windows as needed.
• Maintenance windows are typically scheduled as needed during evening and weekends to minimize staff impact and down time.
• Comply with department ISO 9001 processes and company quality policy.
• Manage and log time worked daily by project code.
• Provide miscellaneous support to other departments, as needed.
• Performs other duties as assigned.

Competencies:

• Strong IT helpdesk skills, customer service and relational/people/soft skills.
• Detail-oriented and Self-motivated.
• Speedily and successfully complete IT tickets and varied tasks.
• Problem solving.
• Communication Proficiency.
• Able to organize and prioritize multiple tasks.
• Able to grasp and learn new IT concepts and systems quickly.
• Able to diligently work alone and as a member of the IT team and corporate team.
• Able to work efficiently and contribute to improving the efficiency of the IT team and IT operations.

Knowledge, skills and abilities:

• Desktop, laptop, printer, IP phone & some smartphone support including Windows, some Apple, and some Android operating systems
• Microsoft 365, Exchange Online, SharePoint Online, Active Directory and VMware vCenter/ESXi
• Enterprise software installation, support and troubleshooting including Epicor, SolidWorks, SVN, PC-DMIS, Adobe Cloud, Salesforce and others preferred
• Enterprise hardware support and installation including desktops, laptops, printers and other devices.
• Ability to build and optimize Desktop PCs from motherboards, GPUs and other components preferred.
• Ubiquiti Switches and WiFi Access points, Switchvox PBX and Fortinet Firewalls preferred.
• VEEAM backup system and backup job management preferred.
• QNAP, Synology and EVO NAS, Dell SAN enterprise storage systems preferred.

Physical Demands:

While performing the duties of this job, the employee is regularly required to talk or hear. Frequently the employee will be required to stand; walk; sit and use hands or fingers, handle or feel; and reach with hands and arms. Working with basic hand and machine tools as well as small parts which require visual acuity and hand/eye coordination. Requires ability to work on items repetitively and sit for long periods of time. See details of objects that are less than a few feet away. Understand the speech of another person and speak clearly so listeners can understand. Ability to occasionally lift up to 50 lbs.

Education and Experience:

• Associates degree in a related field such as information systems, computer science or 2 to 3 years equivalent experience in a related IT field.
• CompTIA A+, Network+, MCSE, CCNA or equivalent certification, preferred.
• Knowledge of and respect for Firearm Safety, preferred.

Additional Requirements:

• Full time position consisting of 40+ hours per week; normal hours of operation are Monday through Friday, 8:00am to 5:00pm. This position may require long hours and weekend work due to projects, production, rework or customer deadlines.
• Pre-employment drug test and background test.

VirTra is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information or any other characteristic protected by applicable federal, state or local laws.

VirTra creates intense, immersive training solutions that keep law enforcement officers safe, prepared and armed with excelled skills. We are a meticulous in assuring every aspect of each scenario is the highest quality for maximum realism and learning. This attention to detail is found in every true-to-life scenario, curriculum, recoil kit and electronic device train your team to the highest level of preparedness.