The IT Technician role begins to transition from a self-improvement role into a client-oriented role. It's purpose is to serve our clients first and foremost. In order of priority, their purposes are: to resolve technical issues for clients; to study, learn and improve their own knowledge and understanding of technical concepts; and to serve as a resource for their teammates who are stuck or having trouble resolving a technical issue. They are critical stakeholders for clients and should demonstrate strong ownership over client systems and issues, and work to serve as lead IT representatives for their clients, in both a support and consulting capacity.

• Workstation operating system issues of any kind.
• Printer issues of any kind.
• Standard business application (Office, etc.) issues of any kind.
• Line-of-business application issues for common applications (SAGE ERP, QuickBooks), and for more niche applications with vendor assistance.
• Intermediate and advanced server issues.
• Basic and intermediate networking issues.

• First-touch closed: Each ticket that is completed with only one time entry contributes to this number
• Utilization: The percentage of time that you are on the clock and billing time to client tickets
• CSAT: Scores filled out by clients using the rating system in tickets
• NextTicket Usage: The percentage of tickets that you pick up, modify, and put time into from the NextTicket menu

• Pay increase depends on acquisition of certificates. Technicians are expected to take the company sponsored certification at least once every six months upon hiring.
  (Example certifications: CompTIA Security , CompTIA Network , Microsoft MCDST or MCP.)

• Paid US Holiday
• Paid Time Off
• Comprehensive Health Plans
• Life and Accident Insurance
• Accident and Disability Coverage
• Company-paid training and certification
• Retirement Security
• Health & Wellness Program
• Salary Advancement