Tier 2 IT Technician

Position: Tier 2 IT Technician / Business IT Specialist

Department: IT Department

Job Type: Full Time, Hourly Position

Position Overview:

When our customers are struggling with technology, we swoop in and save the day! Our company focuses on business-to-business IT services, keeping small to mid-size companies’ critical technology components up and running smoothly so they can thrive. The role of the Tier 2 IT Technician / Business IT Specialist is to serve the needs of our clients by responding to service calls and keeping in good working order the components that blink and beep in their businesses. By providing trustworthy and reliable service, technicians build consistent service relationships with our customers.

Responsibilities:

-Provide comprehensive IT services to customers in-shop, onsite, and remotely.

-Respond to service calls when contacted by a customer, when assigned, or when escalated from lower tier technicians.

-Troubleshoot computer, hardware, and software problems on equipment.

-Maintain communication with customers. Advise customers on best solutions. Assist them with proper use of systems and applications.

-Perform maintenance, repair or replacement. Perform hardware and software upgrades.

-Build and deploy customized workstations and other equipment.

-Configure VPNs (Virtual Private Networks).

-Set up and maintain Windows Server domain environments with virtualization.

-Set up and configure VLAN networks.

-Research, problem-solve, and implement unique solutions to customer technology challenges.

-Document all customer interactions, incidents, and solutions including problems, resolutions, and preventative measures.

-Attend daily team huddle meetings.

-Train, support, and collaborate with technicians working on the IT team.

-Create SOP (Standard Operating Procedure) documentation, increase efficiency in processes and systems.

-Ensure all email and phone inquiries are responded to by the end of each day.

-Ensure all appointments are scheduled accurately.

-Ensure all customers are invoiced accurately.

-Maintain general IT operations, including but not limited to: organization of personal and team workspaces, organization of inventory, and general up-keep and cleanliness of shop and vehicles.

Benefits:

-Work hours between 8am and 5pm, Monday through Friday. Occasional overtime during evenings and weekends. Expected 36 hours per week.

-PTO - Pro-rated after 90 days, first calendar year - 1 week, second calendar year - 2 weeks, three plus years - 3 weeks.

-Paid (weekday) holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas.

-Employer-sponsored retirement plan.

-Incentive plan after 1 year of employment.

Requirements:

-High School diploma or equivalency and certificates or equivalent training in applicable systems / programs.

-Excellent time management, highly organized and able to multitask. Self-driven, proactive, quick learner.

-Excellent written and oral communication skills.

-Friendly with exceptional customer service strengths.

-Exceptional problem-solving skills.

-Clean driving record.

-Ability to lift / carry 50 lbs. Agile and comfortable using and working on a ladder.

-Minimum 2 years of IT work experience.

Metrics (KPIs) / Success Measured by:

-Consistent billed labor productivity of 50% or more.

-Punctuality of 95% or higher.

-Attendance of 95% or higher.

This job description is not all-inclusive and certain activities, duties, or responsibilities may be required of the employee as needed.

Job Types: Full-time, Permanent

Pay: $25.00 - $35.00 per hour

Expected hours: 36 – 40 per week

Benefits:

• Paid time off
• Retirement plan

Work Location: In person

Salary : $25 - $35