Description

Job Summary:

We are looking for an IT Technician(the “Position”) to provide enterprise-level assistance to our customers. The IT Technicianwill diagnose and troubleshoot on site, software and hardware problems and help our customers install applications and programs.The IT Technician’s responsibilities also include resolving network issues, configuring operating systems, help with printer issues and scanner issues. This individual will use email and chat applications to give clients quick answers to simple IT issues. This position will observe an 80/20 rule – Site Visit Tickets / Remote Tickets.

Responsibilities and Duties

• Travel between company sites to address tickets that cannot be resolved remotely.
• Diagnose and troubleshoot technical issues, including account set up and network configuration for Windows 10 computers, Active Directory, Azure AD, and Office 365
• Ask customers targeted questions to quickly understand the root of the problem 
• Track computer system issues through to resolution, within agreed time limits 
• Create knowledge base articles based on technical issues you were able to solve 
• Properly escalate unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to customers  
• Refer to internal database or external resources to provide accurate tech solutions 
• Ensure all issues are properly logged in ticketing system
• Prioritize and manage several open issues at one time 
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting 
• Document technical knowledge in the form of solution articles 
• Maintain jovial relationships with clients 

Qualifications

Qualifications and Skills:

• 4 years of proven work experience as an IT Technician, Desktop Support Engineer, IT Help Desk Technician, or similar role 
• Hands-on experience with Windows10, Active Directory, and Office 365 environments
• Good understanding of computer systems, mobile devices, and other tech products 
• Ability to diagnose and troubleshoot basic technical issues 
• Familiarity with remote desktop applications and help desk software 
• Excellent problem solving and communication skills 
• Ability to provide step-by-step technical help, both written and verbal
• Ability to comply with COVID-19 health and safety protocols, including COVID-19 vaccination proof and/or rigorous testing.
• Ability to work independently at client locations