What are the responsibilities and job description for the IT Support Technician I position at New Fathom IT?
General Position Summary & Definition
The Support Technician I-III position is a full-time position at New Fathom. We are rapidly expanding our IT Support services and are searching for qualified candidates to join the team. The core responsibilities of a level 1-3 technician include responding to service requests via phone, email, chat, face-to-face, etc.; confirming customer information; creating service tickets with clear and thorough documentation; and providing first level troubleshooting and problem resolution with a great customer experience. This position also includes real time monitoring of workstations, servers, and other endpoints across our entire client base.
From a bird's-eye view, we're looking for the following type of person:
Detail oriented person that can follow directions
Organized and can prioritize on the fly
Personable and enjoys people with great email, phone and in-person communication skills
Technically oriented with 50 WPM or higher and very comfortable working with computers
Coachable from both a professional and technical perspective with a desire to always learn
Duties & Responsibilities
Duties and responsibilities include, but are not limited to the following:
You may be asked to perform different levels of IT support depending upon the specific situation, circumstances and your current skillsets and abilities. Some tasks performed may include user (local and cloud) password changes, application password changes, patch management, backup management, etc. You may be asked to perform Level 1, 2, 3 or 4 support if it is within your capabilities and skillsets.
Level 1 Support
You may be asked to filter help desk calls and provide basic support and troubleshooting, such as password resets, printer configurations, break/ fix instructions, ticket routing and escalation to higher levels of support. You may also escalate to IT applications support or call for outside vendor maintenance, as needed. You may gather and analyze information about the user’s issue and determine the best way to resolve their problem. You may also provide support for higher-level issues where configuration solutions have already been documented and/ or it is within your current skillsets and abilities.
Level 2 Support
You may be requested to perform higher levels of support if within your current abilities and skillsets. Level 2 support is generally reserved for desktop, laptop and other user device support, but it may also share work with higher levels of support. Level 2 generally handles break/ fix, configuration issues, troubleshooting, software installations, hardware repair (including in-house repair or coordinating depot services). It handles escalated issues that Level 1 support is not equipped to handle. Level 2 will sometimes escalate to Level 3, depending on the issue. Level 2 may research and implement fixes for new issues and only escalate to Level 3 if it is out of the technician’s current skillset or ability to solve.
Level 3 Support
You may be requested to perform higher levels of support if within your current abilities and skillsets. Level 3 support includes troubleshooting, configuration, database administration, and repair for server, network, infrastructure, data center, email, file shares, and other infrastructure issues. Besides always having the ability to deploy solutions to new problems, Level 3 usually has the most expertise in the company and is the go-to for solving difficult problems.
Level 4 Support
New Fathom retains the discretion to add or change the duties of this position. You are required to follow any other instructions and perform any other duties as requested, including cross-training of all responsibilities as assigned by your supervisor.
Qualification & Skills
General Requirements
Must care about and enjoy working with people of various backgrounds and experiences with an emphasis on providing a great and memorable customer experience with every interaction.
Good working knowledge of fundamental IT support procedures and protocols and must be familiar with current IT best-practices and applicable regulations. Possess a fundamental knowledge and understanding of basic networking, server and computer environment fundamentals.
Must have a professional demeanor and be articulate. Must possess the ability to build rapport with colleagues and customers; the talent to make others feel better from being around you; and generally positive.
Must possess strong organizational skills, have the ability to adapt and multi-task’ and effective interpersonal skills. Provide exceptional customer service and the willingness to do what it takes to get the job accomplished while maintaining a high level of quality and excellent customer relationship.
The ability to converse clearly in public and write effectively at 50 WPM minimum; skilled to converse with customers or the public in regards to IT-specific subjects.
Must be computer and technical literate. Must possess a desire to continuously improve your craft and professional skillsets.
Bachelor’s degree from an accredited college or university.
CompTIA A , or equivalent/higher, certification(s) preferred.
Meet educational standards periodically established by New Fathom.
Experience in common interest developments and associations preferred.
Must be able to drive a car and possess a valid Oregon driver’s license. Must be able to travel to/ visit local and regional customer sites.
Must be physically and intellectually capable of operating and troubleshooting a computer, telephone, network, software, and other IT assets.
Duties may include moving objects weighing as much as 30 lbs. This type of activity may occur several times throughout the day.
Must be able to speak English in a clear and understandable voice so that information can be verbally exchanged with people of various levels of education and capabilities.
Must be mentally alert and detail oriented with good reasoning skills.
Must be able to work extended hours and some weekends or holidays when requested.
Benefits
Summary of Benefits
The following summary of benefits is intended to provide a high-level view of what is included in your benefits package. Other conditions and eligibility requirements may apply:
Holidays: Nine (9) paid holidays each year.
Paid Time Off: Five (5) sick days and five (5) vacation days accruals that increase every year.
Family Care Leave: Up to 12 weeks per year of unpaid leave available for the birth or adoption of a child, to care for a seriously ill child, parent or spouse, or for your own serious illness.
Educational Assistance: 100% reimbursement for tuition, books and fees. Must be related to current or future work.
Mobile Phone Reimbursement: Up to 100% mobile phone reimbursement for BOYD business use. Reimbursement calculated based on on-the-clock vs. off-the-clock.
Business Travel Reimbursement: Mileage, standard per diem for M&IE, lodging, etc.
Flexible Work Schedule: Flexibility of when an employee starts and ends their day, as long as the job is done well. Some responsibilities require specific start and end times. Hourly wage employees will only be compensated for hours worked.
80/20 Objective: 80% of work time to billable and standard job function. 20% of work time allocated for approved career development, innovation activities and passion projects.
Incentivization Programs: Custom/ job specific incentivization programs for employees that contribute to the Company's success.
Career Development Support: Career development support and strategic planning.
Retirement Plan: Company match and immediate vesting.
Telecommuting: Option to apply for approval to telecommute - awarded on a case-by-case basis.
Customer Allowance: Monthly allowance to solve a customer's problem, address an issue or make their day.
Medical Insurance: 100% covered health, dental, and vision for employee. Employee may add dependents or upgrade plan by covering the difference.
The Support Technician I-III position is a full-time position at New Fathom. We are rapidly expanding our IT Support services and are searching for qualified candidates to join the team. The core responsibilities of a level 1-3 technician include responding to service requests via phone, email, chat, face-to-face, etc.; confirming customer information; creating service tickets with clear and thorough documentation; and providing first level troubleshooting and problem resolution with a great customer experience. This position also includes real time monitoring of workstations, servers, and other endpoints across our entire client base.
From a bird's-eye view, we're looking for the following type of person:
Duties and responsibilities include, but are not limited to the following:
You may be asked to perform different levels of IT support depending upon the specific situation, circumstances and your current skillsets and abilities. Some tasks performed may include user (local and cloud) password changes, application password changes, patch management, backup management, etc. You may be asked to perform Level 1, 2, 3 or 4 support if it is within your capabilities and skillsets.
Level 1 Support
You may be asked to filter help desk calls and provide basic support and troubleshooting, such as password resets, printer configurations, break/ fix instructions, ticket routing and escalation to higher levels of support. You may also escalate to IT applications support or call for outside vendor maintenance, as needed. You may gather and analyze information about the user’s issue and determine the best way to resolve their problem. You may also provide support for higher-level issues where configuration solutions have already been documented and/ or it is within your current skillsets and abilities.
Level 2 Support
You may be requested to perform higher levels of support if within your current abilities and skillsets. Level 2 support is generally reserved for desktop, laptop and other user device support, but it may also share work with higher levels of support. Level 2 generally handles break/ fix, configuration issues, troubleshooting, software installations, hardware repair (including in-house repair or coordinating depot services). It handles escalated issues that Level 1 support is not equipped to handle. Level 2 will sometimes escalate to Level 3, depending on the issue. Level 2 may research and implement fixes for new issues and only escalate to Level 3 if it is out of the technician’s current skillset or ability to solve.
Level 3 Support
You may be requested to perform higher levels of support if within your current abilities and skillsets. Level 3 support includes troubleshooting, configuration, database administration, and repair for server, network, infrastructure, data center, email, file shares, and other infrastructure issues. Besides always having the ability to deploy solutions to new problems, Level 3 usually has the most expertise in the company and is the go-to for solving difficult problems.
Level 4 Support
Level 4 support refers to those people outside the organization that you can escalate issues to. This usually involves hardware and software vendors. Level 4 support is contracted by an organization for specific services, but they are not part of the organization.
You may be asked to support the planning, management and execution of projects as directed by your supervisor.
You may be asked to support, facilitate, and lead internal and external business development and other organizational improvement objectives as directed by your supervisor.
You may be asked to solicit, write and edit articles for publication in New Fathom’s newsletter, social media, and other publications. Responsibilities may include oversight of design and execution of the publications, preparing of marketing materials and collateral, and support of other marketing and communications duties. You may also be asked to assist with general business correspondence.
You may be asked to help support the office computer system(s), filing system, intranet, internet and storage; ensure business preparedness, continuity and performance; and develop operating policies as directed by your supervisor.
New Fathom retains the discretion to add or change the duties of this position. You are required to follow any other instructions and perform any other duties as requested, including cross-training of all responsibilities as assigned by your supervisor.
Qualification & Skills
General Requirements
Must be computer and technical literate. Must possess a desire to continuously improve your craft and professional skillsets.
Benefits
Summary of Benefits
The following summary of benefits is intended to provide a high-level view of what is included in your benefits package. Other conditions and eligibility requirements may apply: