IT Field Technician

Summary:

This position is responsible for the timely resolution of technical issues for sales agents and the Company infrastructure. The person must be efficient in troubleshooting, communication skills and be able to adapt quickly to change. The applicant is responsible for answering the phone calls in a professional manner, responding to emails and requests as well as creating tickets. Requires travel to our offices located throughout Bluffton/Charleston region.

Essential Functions:

• Work with other Technicians to understand support needs
• Setting up agent accounts in multiple applications
• Strong attention to detail, appearance, and organization of IT equipment in all SC offices.
• Professional, outgoing, and customer-focused communication skills and willingness to problem solve.
• Excellent knowledge of PC and MAC platforms.
• Resolve calls that have been escalated in the Call Tracking System; assume primary responsibility for client's workstation support
• Provide hands-on and remote workstation support services
• Provide expertise on support services when requested by peers and clients
• May be required to create software images; lead / participate in Hardware and Software deployments; Hardware and Software procurement and disposal; and management of print server queues and network printers
• Be responsible for all work in progress assigned to ensure completion of tasks and proper communications with clients
• Record all support activities for proper measurement of support business
• Responsible for the daily administrative tasks for offices and agents and employees such as account maintenance, setups, terminations, creating and updating forms, verifying billing, and keeping in frequent contact with the sales agents, employees and external vendors.

Knowledge, Skills and Abilities:

• 1 – 2 years’ experience in computer support
• PC software installation and configuration
• Knowledge of MS Office 2021 and above, Windows 10 and above required
• Strong initiative and communication skills
• Ability to ascertain the criticality of incoming requests
• Ability to work independently and within a team
• Must enjoy solving a wide variety of problems on a continual basis
• Must possess skills and experience with the use of technology in a business environment including exposure to Help Desk Support, data communications / networks, and application environments (work group, and desktop)
• Experience with customer service functions such as workstation support
• Ability to translate technical terms into non-technical language
• Understanding of computer terms and acronyms
• Ability to learn new processes and procedures
• An Associate's degree in Computer Science or related discipline as well as at least two, preferably four, years of experience in computer support
• Excellent customer service, interpersonal, organizational, and communication skills

Physical Demands:

This position requires frequent standing, reaching, bending, squatting and walking.  There is constant handling, grasping, feeling, hearing, and use of a mouse as a repetitive motion.  Maximum requirement to lift is no more than 50 lbs.

Hours of Work

·         NOT a remote position. This position is full-time in the office. Standard work hours are Monday-Friday 8:30am – 5pm, with regular and predictable attendance.