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: $20.32
Support Technician 2: $24.38
Support Technician 3: $29.26
Bonus Program: Ability to earn up to a 20% pay bonus 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 ability to earn a 20% pay bonus 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