IT Support Technician

Job Overview

The Support Technician is responsible for client PC setup and configuration, proactive maintenance, and recycling client equipment. This role will also have exposure to specific technology, including but not limited to: workstations, printers, and vendor specific hardware and software. This role will work along side Service Engineers and System Engineers for subject matter expertise on escalations, occasional onsite work and potential for travel.

Essential Duties and Responsibilities:

· Client PC setup and configuration.

· Proactive maintenance for devices.

· Lead the equipment recycling division following protocols and guidelines.

Additional Duties and Responsibilities:

· Knowledge of support services for Microsoft related technologies: Windows Server, Exchange, Intune, SharePoint, etc.

· Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security

· Remote access solution implementation and support: VPN, Remote Desktop Services

· System documentation to include system reviews and recommendations

· Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

· Documentation of technical processes, procedures, and systems

· Ability to work in a team and communicate effectively

· Escalate service issues that cannot be completed within agreed service levels

· Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals

· Develop in-depth knowledge of the service catalog and how it relates to customer’s needs

· Review documentation of internal processes and procedures related to duties and responsibilities

· Responsible for tracking and recording all time and expenses

· Work through a daily schedule that has been established through the dispatch process

· Understand processes by completing assigned training materials

· Enter all work as tickets, both service and project

· Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry

Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Preferred professional IT Certifications, such as: A , Net , Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, Cisco CCNA, or VMware VCP, Fortinet NSE

· Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care

· Diagnosis skills of technical issues

· Ability to multi-task and adapt to changes quickly

· Technical awareness: ability to match resources to technical issues appropriately

· Service awareness of all organization's key IT services for which support is being provided

· Understanding of support tools, techniques, and how technology is used to provide IT services

· Self-motivated with the ability to work in a fast moving environment

· Typing skills to ensure quick and accurate entry of service request details which requires finger and wrist dexterity in a repetitive motion.

· Must be able to remain in a stationary position 80% of your working day.

· The person in this position needs to occasionally move about inside the office and up and down stairs to access hardware storage rooms, office machinery, etc.

· Constantly positions self to maintain computers in the lab, including under the desks and in the server closet.

· The person in this position frequently communicates with co-workers, clients and contractors and must be able to exchange accurate information in these situations.

· Must be able to detect and/or recognize software, hardware and operating systems on or used to operate computers.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time

This job description is subject to change at any time.

Pay: $50,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Work Location: In person

Salary : $50,000 - $55,000