IT Support - Tier 2

Job Title: IT Technician – Backline Support

Location: Wasilla, Alaska

Reports To: Service Manager – IT Division

Employment Type: Full-Time, Non-Exempt, Hourly

Job Description:

As a Backline Support Technician at VBM Technology Management Partners, you will play a crucial role in providing technical assistance and support to our clients. Your responsibilities will include diagnosing and resolving technical issues remotely and on-site, maintaining accurate documentation, and delivering exceptional customer service.

Key Responsibilities:

• Provide backline technical support to clients via phone, email, on-site visit, or ticketing system.
• Respond promptly to client inquiries, troubleshoot technical issues, and resolve problems to ensure client satisfaction
• Diagnose and resolve hardware, software, and network issues for clients’ IT systems, including desktops, laptops, printers, servers, and networking equipment
• Utilize remote support tools to troubleshoot and resolve client issues remotely. Provide clear instructions and guidance to clients to resolve technical problems independently when possible
• Maintain accurate records of client interactions, technical issues, and resolutions in the MSP’s ticketing system or knowledge base. Document troubleshooting steps and solutions for future reference
• Communicate technical information and updates clearly and effectively to clients, including status updates on support tickets, planned maintenance activities, and recommendations for improving IT systems
• Collaborate with other members of the support team, including senior technicians and engineers, to escalate complex issues and leverage collective experience to resolve technical challenges
• Visit client locations as needed to provide on-site technical support, perform hardware installations or upgrades, and resolve complex technical issues that cannot be addressed remotely

As a small company, VBM requires all employees to help out in any reasonable way possible to aid in the success of the company, and to never have an attitude that any function is “not my job”. Our collective success relies on the collaborative efforts of all our employees, who work together as a team.

Requirements:

• High school diploma or GED required
• Minimum 3 years’ experience in IT industry
• Comptia A Certification required (current or otherwise)
• Comptia Net Certification preferred (current or otherwise)
• MCSE/MCITP Certification preferred (current or otherwise)
• Desktop operating system support skills
• Workstation peripheral support skills
• Server operating system skills
• Networking skills
• Advanced overall troubleshooting skills
• Valid driver’s license and clean driving record
• Physical ability to lift up to 50lbs and perform field service tasks

Schedule: In this position, your regular work schedule will typically consist of 40 hours per week (Monday through Friday, 8:00am to 5:00pm).

At VBM, we value work-life balance and strive to provide a supportive and flexible work environment. We understand the importance of accommodating personal commitments and responsibilities whenever possible, and we encourage open communication regarding scheduling needs. If there are any circumstances that require adjustments to your schedule, please let us know, and we will do our best to accommodate them.

In addition to the standard work schedule, there may be occasions when support is required outside of regular business hours to address urgent technical issues or participate in time-sensitive projects. These situations are a routine part of the IT industry and are approached as a shared responsibility within our team. We believe in supporting one another to ensure our partners receive the service they expect. Advance notice will be provided whenever possible, and we are committed to balancing these needs with respect for each team member’s time.

Please note that the work schedule is subject to change based on the operational requirements of the company. In such cases, we will provide reasonable notice and discuss any adjustments with you beforehand.

Benefits (for Full-Time Employees):

VBM offers a comprehensive range of benefits and bonuses exclusively for full-time employees, designed to enhance their well-being, financial security, and long-term wealth accumulation. These benefits include:

• Health Insurance
• Health Savings Account (HSA)
• Employee Stock Ownership Program (ESOP)
• 401K
• Personal Time Off (PTO)
• Paid Holidays
• Employee Discounts
• Technical Training

By offering these specified benefits exclusively to VBM employees, VBM demonstrates its commitment to their well-being, financial growth, and shared success.

Job Type: Full-time

Pay: $21.00 - $27.00 per hour

Benefits:

• 401(k)
• Employee discount
• Health insurance
• Health savings account
• Paid time off
• Professional development assistance
• Retirement plan

Work Location: In person

Salary : $21 - $27