Support Technicians

Description

The Support Technician role requires a multi-talented individual who will work to resolve basic to mid-level technical issues and assist with other miscellaneous projects. This role provides support and assistance to users in the use of hardware, application software, networks, and peripherals; including but not limited to installation, troubleshooting, performing routine software and equipment upgrades and maintenance.

Position Type

Hourly + Bonus Program:

Support Technician 1: $20.83

Support Technician 2: $25.00

Support Technician 3: $30.00

Bonus Program: Eligible for profit-sharing and up to two weeks additional paid time off. Both incentives are based on overall employee performance.

-Benefits: Medical, Dental, Vision, Life, Disability, 401(k), PTO, and eligible for profit-sharing and up to 2 weeks of additional PTO based on performance.

Primary Responsibilities:

• Provide an exceptional customer experience by responding to tickets in a timely manner, communicating effectively, and setting proper expectations with end users as to expected delivery times of services.

• Diagnose hardware and software issues/problems either in person, on the phone or via other electronic methods.

• Build, install, and upgrade hardware, software, and peripheral equipment; configure systems for optimum operation; and securely dispose of obsolete equipment and software.

• Assist in setting up equipment for employee use; ensures the proper installation of cables, operating systems, and software.

• Perform hands-on fixes including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

• Consult with hardware and software vendors for troubleshooting and problem resolution.

• Analyze and correct problems using documented procedures, available tools, and personal knowledge and skills.

• Adhere to established best practices, policies, and procedures in the execution of day-to-day duties.

Secondary Responsibilities:

• Establish and maintain a good working relationship with customers and other professionals.

• Work independently as well as within a team to resolve onsite customer requests efficiently and effectively.

• Document internal procedures in knowledge base

Required Qualifications:

• Experience working as a part of a team performing IT support.

• Experience working in both the help desk and desk-side support roles.

• Experience working within an IT ticketing system.

• Experience debugging, supporting, and configuring multiple endpoint platforms.

• Experience performing maintenance and support of software and hardware.

• Experience using and working with remote monitoring and management software solutions.

• Experience using or creating PowerShell scripts or other Windows scripting tools.

• Ability to accept, prioritize and follow through on ticket escalations.

• Ability to perform basic warranty service and work with vendors to facilitate RMAs for devices under warranty.

• Administrative knowledge of Active Directory

• Ability to troubleshoot basic network issues.

• Strong customer service/interpersonal skills

• Excellent verbal and written communication skills

• Strong troubleshooting and problem resolution skills

• This position requires up to 10 percent travel.

• Must have a valid driver's license and auto insurance.

• Flexibility of schedule is required to meet the needs of the business.

• Ability to participate in on-call.

• Physical ability to lift 50 pounds without injury.

Preferred Qualifications:

• Associates or bachelor’s degree in Computer or Information Science a plus but not required.

• Technical certifications a plus (Example: A+, Network+, MCSE, MCP, CCNA, etc.)

• Microsoft Office 365 and/or Azure administration