The Requirements

To be a good fit for the Support Technician opportunity, you should have:

• Solid experience in a technical support role  Quick question for you - click here
• Demonstrated success supporting MS products, Windows 7, Office 2010 and up  Quick question for you - click here
• Basic experience with Windows Server 2003 to 2012
• Basic experience with Exchange 2010; Office 0365 is a plus
• Basic Macintosh support experience
• Good troubleshooting and problem resolution skills
• Call center experience (VoIP, ACD support) is a plus
• A+​, Network+​, MCP, certification is a plus

Additionally, you will need the following core competencies and characteristics:

• A strong desire to learn and improve technical and software skills
• Strong written and verbal communication skills, in particular an ability to understand and communicate complex technical issues as appropriate for different audiences, (i.e. IT team members and non-technical users) ​
• An ability to work independently and as part of a team
• The ability to prioritize and organize multiple tasks carefully and accurately while meeting deadlines​
• A results-driven approach and orientation to process and service

You will work an 8 to 5, Monday through Friday shift, with some overtime as needed. Initially, you will not participate in an on-call rotation, but that duty will be added later. 

The Role

Reporting to the IT Infrastructure Manager, as Support Technician, you will be responsible for a variety of activities ranging from level one desktop support to special assignments given by your supervisor. Your primary responsibilities will include the procurement and configuration of new systems, fixing broken systems, and troubleshooting hardware, software and network issues. On a daily basis you’ll leverage your experience with Windows Operating System 7, printers, VoIP, general troubleshooting skills and more to support clients companywide. You’ll also support close to a dozen Macs. 

Specifically, you will:

• Serve as first level customer support
• Perform regular system administration duties
• Troubleshoot hardware/​software and network issues  Quick question for you - click here
• Monitor, resolve, and escalate JIRA help desk tickets
• Support VoIP phone system and SaaS call center ACD
• Document service issues and requirements; maintain troubleshooting guides and process documents
• Participate in on-call rotation for after-hours support​
• Fulfill other duties/projects as assigned​

You’ll work with a client group of approximately 200, all based in Chatsworth. While you’ll serve as the first line of contact for user issues, you'll also partner with an IT administrator who will handle overflow and escalated issues.

When you come in in the morning, you’ll log into the system (we use a JIRA ticketing system), prioritize and work tickets and escalate issues or reassign as necessary. You will be responsible for documenting issues and maintaining troubleshooting guides in the IT knowledgebase. Approximately 50% of your time will be spent on help desk issues.

The remainder of your time will be spent on a range of project work. For example, you’ll be responsible for junior-level system administration tasks such as backups, Active Directory administration, audit-related tasks, and other support and maintenance activities. Currently, we’re undergoing a large asset management project, managing e-waste and preparing for an audit. We’re rolling out new hardware to one of our business units, doing upgrades (computers, phones, printers, etc.) and ensuring everything is working as it should. This is the kind of project in which you’d be heavily involved.  

Note: this description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.

Pictured: the IT team supports a variety of services and operational areas at the NNA, including an extensive communications program that keeps Notaries informed via our website, nationalnotary.org; The National Notary, our award winning flagship member publication; the Notary Bulletin, a weekly online news publication; webinars; law updates; special reports; social media; the NNA Conference, the nation's biggest annual Notary conference; and more. Another value-add service we provide is our Notary Hotline, staffed by trained professionals who provide answers to all notarization questions.

Why NNA

Professional development -- if you're the person we're looking for, you'll have strong support skills, but you'll also have the bandwidth to and desire to continue to grow and develop. We believe in ongoing education and development, so if you bring the drive and motivation to learn, you'll have the opportunity to expand your skills and experience in areas that are unfamiliar. Prove yourself and you can grow your career alongside your talent.

Support and autonomy -- you'll take ownership of your tickets and your role, and enjoy a good deal of autonomy if everything runs smoothly. At the same time, should you need support it's available. We have a talented, collaborative and supportive team. 

Career development -- naturally we expect that you’ll put time into this role, but you’ll also have the opportunity to develop your career going forward. From here, depending upon your skills and goals, you could move to server admin, networking or follow another path of advancement. 

Strong management – the IT Infrastructure Manager believes in transparency and inclusion and likes his team to enjoy their work. While he has high expectations about the quality of work and the professionalism his team exhibits, he also has a good sense of humor and believes in keeping things in perspective. If you have the same philosophy, you’ll fit in well with the team.

Intriguing projects -- our infrastructure and user support functions are relatively simple, covering a single site. This is where you'll spend much of your time. However, you'll also have the opportunity help with a range of projects. Projects could include improvements, cloud migrations, service management upgrades, security controls, etc. as you develop your skills.

Technology with a mission -- throughout the NNA you will find a passionate commitment to supporting our members and the Notary profession. This profession deters fraud (including identity theft) and helps ensure the integrity of a variety of transactions, from property sales to assignments of power of attorney. The work you do will help our team deliver on that commitment.

Positive, dynamic environment -- we are implementing change across our entire organization, laying the groundwork for significant growth. You'll find a supportive leadership team and a culture that is progressive and open to transformation. You also will find some old-fashioned values, like an unwavering commitment to the moral and ethical integrity that is fundamental to the Notary Public profession.

The nation's leader -- we offer services and products for every stage of a Notary's career, from obtaining an original commission to ongoing education, professional supplies, bonds and insurance, emerging technologies, and more. We are also a trusted adviser to many state officials in the development and implementation of notary regulations.

Excellent compensation -- in addition to a competitive salary, we offer a comprehensive benefits package that includes medical, dental, life, and disability insurance; a 401(k) plan; paid holidays; and paid time off.

Pictured: more examples of the business areas you'll support. The National Notary Association is the nation's #1 provider of Notary supplies, including stamps and embossers, journals, references, software, and more. We also offer professional insurance, such as surety bonds and errors & omissions insurance. In addition, backed by more than 55 years of expertise, the NNA is the nation’s leader in providing Notary training and education. Incorporating state-specific requirements and standard practices, the NNA offers comprehensive live and online training programs.

Keys to Success

To be a successful Support Technician, you will have excellent interpersonal and problem solving skills, along with a strong interest in computer technology and learning new skills. You should take ownership of your responsibilities and be able to complete them independently. At the same time, you'll  also take a collaborative team player approach and seek help or escalate an issue when necessary. It is imperative that you are self-motivated and take ownership of a wide array of tasks and projects, as directed.​

About NNA

Established in 1957, the National Notary Association is the leading authority on the American Notary office and is dedicated to educating, serving, and advocating for the nation's Notaries. With hundreds of thousands of members, the NNA imparts comprehensive notarial knowledge and understanding, and bolsters consumer protection by promoting best practices. Never before has the role of the American Notary Public been so important in all aspects of society.

A dynamic, rapidly growing, respected, and influential organization, we work closely with diverse industries and government to implement sound consumer-protection and antifraud programs; we are the leader and authority on electronic notarization of e-documents, an emerging business with tremendous growth potential for the NNA and our members.