Job Position

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.

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

  • Minimum of 2+ years of verifiable work experience
  • Experience working as a part of a team performing IT support
  • Experience working in both the helpdesk and desk-side support roles
  • Experience working within an IT ticketing system
  • Experience debugging, supporting and configuring multiple infrastructure 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 learn and troubleshoot VoIP phone problems
  • 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

Position Type

  • Hourly 

 

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