Overview

MSA SecurityA, An Allied Universal® Company, is a leading global provider of high consequence threat solutions. We offer customized and innovative security solutions developed and executed by a team of experienced professionals. We deploy more than 800 Canine Detection Teams nationwide to mitigate the explosive and active shooter threats. Our patented SmartTechA solution provides instant, remote X-ray screener support from FBI-trained bomb technicians. At MSA Security, we take pride in hiring professionals with diverse backgrounds in law enforcement and military service. Start your phenomenal career with us today! We offer medical, dental and vision coverage, life insurance, 401(k), employee assistance programs, company discounts, perks and more for most full-time positions!

Job Description

MSA Security, an Allied Universal® Company, is hiring a Senior SmartTech Specialist. The Senior SmartTech Specialist will handle technical and administrative tasks regarding SmartTech product maintenance. This individual will proactively analyze trends, upgrade software, and troubleshoot internal technical issues. This individual will also perform scheduled/unscheduled system maintenance. The Senior SmartTech Specialist will act as an internal advisor, keep our leadership team apprised of the latest improvements to the technology, and help discern where we need to invest to remain the industry leader in SmartTech utilization. The Senior position will also assume a leadership role, coaching our field operations groups and sharing updates to standard operating procedures. He/she will also resolve issues based on his/her extensive product and technology knowledge so that MSA is able to continue to fulfill its contractual obligations and meet its time deadlines with clients.

RESPONSIBILITIES:

• aC/ Create and deliver a SmartTech orientation tutorial for both new and existing incumbent operations personnel, update content as necessary
• aC/ Handle Level-2 incoming helpdesk phone calls and email, ensuring appropriate prioritization and escalation of tasks and courteous, timely, and effective resolution of support issues
• aC/ Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems and/or to provide technical assistance and support
• aC/ Support the Manager of the Unit in recruiting and selecting new SmartTech Specialists. \
• aC/ Create the schedule for the SmartTech support, steps in as needed; listens in on calls of SmartTech Specialists and offers coaching and counseling to improve capabilities and ensure top tier support is being provided to clients
• aC/ Troubleshoot/resolve network connectivity and performance issues
• aC/ Install and configure Windows client systems (including hardware, software, applications, communications, printers, and peripherals) in a networked environment
• aC/ Configure/manage/support remote wireless firewall (Fortinet) as it pertains to SmartTech deployment
• aC/ Working with the Manager, recommend discipline, up to and including termination, of SmartTech Specialists based on performance (can be for technical knowledge, client relations, team dynamics, attendance, etc.)
• aC/ Perform scheduled/unscheduled configuration changes, software and hardware upgrades, and other fixes to remote and/or local machines to maintain a safe and secure network to minimize O/S vulnerabilities and virus outbreaks
• aC/ Analyze trends and perform research, system monitoring, and test fixes to ensure effective problem resolution
• aC/ Provide constant professional and courteous email/phone communication and/or feedback to end-users to understand their requirements and setting the appropriate expectations for completion of tasks
• aC/ Perform post-resolution follow-ups to help requests to ensure end-user satisfaction
• aC/ Create and maintain documentation for systems and procedures related to primary job responsibilities, including maintaining incident, setup/configuration, and knowledge databases
• aC/ Maintain and train others in compliance with company technical standards
• aC/ Use knowledge and experience to develop trends of issues and develops action steps to address larger scale issues (e.g., software, connectivity, communications, etc.) to improve overall performance and increase profitability and user experience
• aC/ Receive purchased items and return merchandise authorization defective items
• aC/ Perform hardware and software asset tracking
• aC/ Rotate on-call responsibilities as needed
• aC/ Generate Reports as requested by stakeholders
• aC/ Perform buying duties when necessary
• aC/ Identify the causes of networking problems, using diagnostic testing software and equipment as it pertains to the SmartTech environment
• aC/ Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary as it pertains to the SmartTech Environment
• aC/ Maintain, support, and configure all active and future MSA Emergency Operation Center (EOC) locations
• aC/ Evaluates any new code to ensure that it is valid, is properly structured, meets industry standards, and is compliant with Statement of Work (SOW)

QUALIFICATIONS:

• Bacheloras degree in Information Technology, Computer Science, Computer Engineering, or related field of study
• Minimum of two (2) years of professional desktop support experience in an Information Technology environment
• Minimum of one (1) year of professional end-user computer phone support
• Exceptional customer service, organization, communication, and interpersonal skills
• Exceptional analytic and problem-solving skills with attention to detail
• Strong technical aptitude with Windows servers and software
• Strong technical aptitude of Microsoft Office Suite and other common office applications
• Thorough understanding of hardware and software configurations
• Solid knowledge of various computer and networking components
• Ability to work collaboratively in a team environment
• Ability to work unsupervised and to multitask, handle frequent interruptions, and prioritize work
• Ability to study existing products, new products, and technologies to advance level of knowledge
• Excellent written and documentation abilities
• Ability to absorb and retain information quickly
• Ability to present information in user-friendly language, both oral and written

PREFERRED QUALIFICATIONS:

• Familiarity with VOIP and Avaya
• Familiarity with local and wide-area networking concepts

BENEFITS:

• Medical, dental, vision, basic life, AD&D, and disability insurance
• Enrollment in our companyas 401(k)plan, subject to eligibility requirements
• Eight paid holidays annually, five sick days, and four personal days
• Vacation time offered at an accrual rate of 3.08 hours biweekly. Unused vacation is only paid out where required by law.

Pay $54,280 to 59,280 per year

Closing

Allied Universal® is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, age, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, protected veteran status or relationship/association with a protected veteran, or any other basis or characteristic protected by law. For more information: www.aus.com

If you have any questions regarding Equal Employment Opportunity, Affirmative Action, Diversity and Inclusion, have difficulty using the online system and require an alternate method to apply, or require an accommodation at any time during the recruitment and/or employment process, please contact our local Human Resources department. To find an office near you, please visit: www.aus.com/offices.

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