Purpose of Position

We impact people’s lives daily by putting state of the art technology into their hands!!! The IT Specialist ensures the continuity of computer systems by providing technical expertise and assistance to internal and external users, installing and maintaining computer hardware and software, and resolving technical issues.

Our employees are provided with a benefit package that compliments many aspects of an employee’s needs and wants. From competitive health insurance with reasonable premiums to a 10% retirement match to 21 PTO days and 8 holidays a year, MTC knows the importance of these benefits to employees.

The technician is responsible for providing technical support and assistance to employees as well as external customers. Positive and productive interaction with customers by phone or in-person to resolve computer problems related to software, hardware, network and telephone related issues to help them get back up running smoothly again is essential. Excellent communication and interpersonal skills, along with patience, a customer-first approach, and the ability to work in a team environment will be necessary. Additionally, the technician should have a technical understanding of various hardware, software and networking systems being supported.

Duties & Responsibilities

• Serve as first contact with customers and employees who need technical assistance via phone or email.
• Respond to customer issues via phone, email or in person in a timely manner.
• Provide thorough customer assistance when performing initial troubleshooting of common IT issues.
• Run diagnostics to troubleshoot and resolve customer reported issues.
• Provide basic sales and pricing information for customers.
• Document customer interactions and create trouble tickets.
• Collaborate with other IT team members to escalate and resolve complex issues.
• Follow-up with customers to ensure issues are resolved.
• Organize and arrange schedules for IT support activities and projects.
• Assist with inventory monitoring and purchasing.
• Assist higher-level technicians with support tasks or projects as required.

Knowledge & Experience

• Knowledge and skills typically acquired through an Associates degree in IT or closely related field.
• One-year equivalent work experience preferred.
• A good understanding of computer systems, networks, and software applications.
• Experience in Windows desktop Operating Systems, Mac OS and iOS support.
• Understanding of WAN, LAN and Wi-Fi connectivity.
• Working knowledge of consumer and small business grade Wi-Fi routers.
• Working knowledge of DHCP, DNS and TCP/IP networking concepts.
• Basic knowledge of design of LAN/WAN networks.
• Basic knowledge of networking standards, protocols and troubleshooting.
• Fundamental understanding of cybersecurity principles.

Skills, Abilities, Qualifications or Expectations:

• Ability to manage multiple tasks and prioritize effectively.
• Strong written and verbal communication skills.
• Ability to communicate technical information in non-technical terms.
• Strong customer services skills.
• Ability to adapt to evolving scenarios, employ quick, strategic thinking, and utilize critical thinking skills to navigate complex challenges independently.
• Shows initiative to be proactive.
• Willingness to continuously learn.
• Establish and maintain effective working relations with staff.
• Must possess and maintain a valid driver’s license.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• On call

Work Location: In person

Purpose of Position

We impact people’s lives daily by putting state of the art technology into their hands!!! The IT Specialist ensures the continuity of computer systems by providing technical expertise and assistance to internal and external users, installing and maintaining computer hardware and software, and resolving technical issues.

Our employees are provided with a benefit package that compliments many aspects of an employee’s needs and wants. From competitive health insurance with reasonable premiums to a 10% retirement match to 21 PTO days and 8 holidays a year, MTC knows the importance of these benefits to employees.

The IT Specialist plays a critical role in supporting the technology infrastructure of both the organization and its managed IT services clients. This position ensures effective operation, maintenance, and security of internal and client systems, including servers, networks, PCs and peripherals, phone systems, and associated hardware and software. The IT Specialist is responsible for implementing new technologies, and upholding cybersecurity policies to safeguard data and ensure compliance as well as support the delivery of reliable, high-speed internet to the region.

Duties & Responsibilities

• Configuration, installation and maintenance of company and customer environments including but not limited to Desktop PCs / laptops, peripherals, operating systems and software; server hardware, operating systems and software; network infrastructure including wireless access points, wireless routers, firewalls, network switches, ethernet and fiber optic structured cabling and associated terminations; digital, analog and VoIP phone systems; analog and IP security camera systems; and audio/video equipment.
• Ensure systems operate efficiently and reliably while minimizing downtime through performance monitoring, testing and maintenance.
• Repair equipment as needed and oversee the work of vendors or contractors.
• Research, make recommendations for and implement improvements where necessary.
• Provide consulting for internal and customer environments.
• Procurement of hardware, software, required licenses and support agreements.
• Assist users with technical questions or problems.
• Education of end-users to ensure understanding of proper procedures and security measures.
• Ensure the security and proper backup of all internal systems and externally managed client systems.
• Participate in after-hours maintenance windows as needed.

Knowledge & Experience

• Knowledge and skills usually acquired through a bachelor’s degree in IT or closely related field preferred.
• One year equivalent work experience preferred.
• Knowledge of structured cabling including telephone cabling, Ethernet and fiber optics.
• Knowledge of server and desktop operating systems including Linux, Windows Server 2016 and newer, Windows 10/11 and MAC OS and iOS.§ Experience in hardware provisioning, installation, configuration, maintenance, and troubleshooting.
• Working knowledge of design, implementation, and maintenance of LAN/WAN networks.
• Knowledge of networking standards, protocols, security, troubleshooting, and performance tuning.
• Knowledge of network routing, firewalls and switch configurations for various platforms.
• Knowledge of developing and implementing strategies for managing security roles, privileges, and authentication for user groups.
• Experience in system administration, including maintenance, workstation support, network/Internet connectivity, security services, and load monitoring.
• Knowledge of virtualization, backup solutions, storage and server hardware.
• Knowledge of Enterprise Wireless solutions.

Skills, Abilities, Qualifications or Expectations:

• Ability to communicate technical information in non-technical terms.
• Ability to troubleshoot problems and determine the best solution accurately and in a timely manner.
• Excellent multi-tasking skills. Prioritize and perform a variety of concurrent tasks.
• Available to work after hours and weekends as required. On-call rotation required.
• Ability to maintain confidential company, customer, and employee data.
• Must hold a valid drivers license and be able to drive in all weather conditions.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• On call

Work Location: In person

Purpose of Position

We impact people’s lives daily by putting state of the art technology into their hands, and we need you to help us do that for our customers!!!

Our employees are provided with a benefit package that compliments many aspects of an employee’s needs and wants. From competitive health insurance with reasonable premiums to a 10% retirement match to 21 PTO days and 8 holidays a year, MTC knows the importance of these benefits to employees.

The role serves as primary point of contact for all new and existing customers. Compiling and maintaining customer billing records is vital. Employee will also assist customers with billing inquiries, new service requests, disconnects and special deposits. The position assists and educates customers regarding company’s products/services and billing processes and is responsible for answering incoming calls on a multiple-line phone system.

Duties & Responsibilities

• Engages in customer service activities which include taking service orders, answering billing or other inquiries, new service requests, and disconnects.
• Responds courteously and promptly to customer correspondence via phone, electronic messaging, in writing, or in person.
• Updates customer records in NISC billing system.
• Processes orders for new services or changes to existing services.
• Assists customers with billing inquiries, service changes, and account updates.
• Manages customer accounts, including activation, deactivation, and modifications.
• Complies with regulatory requirements on LOA, CPNI, PCI, and Broadband Labels.
• Computes customer price comparisons.
• Posts payments daily received to customer accounts and prepares bank deposits in a timely manner.
• Makes billing adjustments to customer accounts when applicable, verifying changes with the Billing Manager.
• Processes month-end account refunds to send to Billing Manager.
• Processes delinquent accounts and appropriate escalation to supervisor, attorney and/or collection agency.
• Maintains and updates accurate capital credit records. Gathers appropriate paperwork for capital credit retirements.
• Maintains and refunds customer deposits, as needed.
• Maintains service address request inquiries internally or through our Crowd Fiber system.
• Completes all aspects of the number portability process including the ordering through VFO and other related service provider systems, requesting the requesting the port through Syniverse, and coordinating the installation with internal staff.
• Maintains internal scheduler for install appointments.
• Maintains service address records and verifies data in GIS system and Google Earth.
• Monitors inventory and office supply levels; prepares purchase orders as needed.
• Maintains a clear understanding of our product offerings, including our product and services catalog, features of products, and availability of products by service address.
• Assists with additional functions of the company including marketing or informational mailings.
• Completes or assists with special projects as needed.
• Reconciles NeoNova e-mail accounts quarterly.
• Clearly articulates knowledge of McDonough exchanges, as well as McDonough and MTC services and product offerings, including differences between ILEC and CLEC pricing.

Skills, Abilities, Qualifications or Expectations:

• Knowledge and skills usually acquired through an Associate’s Degree or § Knowledge and skills usually acquired through a high school diploma or equivalent.
• Two years’ experience in a customer service setting preferred.
• Experience with a multiple line phone system.
• Knowledge of company rates, procedures, and service offerings and requirements for telephone utility and/or broadband reporting.
• Basic understanding of rural telephone terminology, broadband terminology, subscriber/community concerns, and changes in regulation and the marketplace.
• Computer literacy including a working knowledge of Microsoft Office products and Google Earth.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Work Location: In person