It Support Technician

Thomas Edwards

Job Description

The Technical Support Analyst will provide a wide range of support to computer and mobile device internal customers through our various terminals, corporate office and data center. In addition to triage and resolution, the analyst will be involved in the purchase, setup, configuration, and maintenance of IT infrastructure. Support requests will be entered and tracked using a ticket and asset management system. The position will support a broad range of technologies including desktops, laptops, mobile devices, basic network infrastructure, VOIP phone systems, A/V, and multiple software systems ranging from Microsoft products to fully customized systems. The position will require outstanding customer service and communication, strong diagnostic skills and attention to detail with a constant focus on system and network security. This position reports to the VP of Technology.

Roles & Responsibilities

  • Provides outstanding customer service.
  • Manages incoming calls, emails and/or ms teams messages requests for support and logs tickets in the tracking system, triage, resolve and follow up on customer satisfaction.
  • Maintains asset inventory through data entry and tagging.
  • Troubleshoots and repair hardware as needed.
  • Assists with user account setup, changes, deactivations including on-boarding assistance and initial training.
  • Monitors, analyzes, and responds to various reports and alerts to ensure continuous operation of critical systems.
  • Manages help desk tickets in a timely manner.
  • Escalates issues to the next tier of support as needed.
  • Works with other members of the team to resolve more complex issues.
  • Documents and reports all service requests from creation to resolution.
  • Performs other responsibilities as appropriate and assigned by the vp of technology.
  • Supports i. M. A. C. (installs, moves, adds and changes) of software and hardware including desktops, laptops, printers, voip phones, network infrastructure components and mobile devices.
  • Works with external vendors related to services, orders, and repairs.
  • Travels occasionally (up to 25%) including extended overnight stays to various locations.
  • Supports the on-call rotation to provide 24/7 support.
  • Assists with a/v setup for monitors and televisions including presentation environments and web-conferencing.
  • Runs and terminates network cables in compliance with facility standards.
  • Installs and maintains video surveillance systems.
  • Updates digital signage content.
  • Generates reports out of various systems as needed.

Qualifications

  • High school diploma or general education degree (ged).
  • 2 years related experience in computer technology.
  • Strong communication skills.
  • Demonstrated problem solving skills.
  • Formulate solutions under pressure.

Additional Information

Qualifications:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Understand and adhere to all company, federal and state rules, policies and safety regulations. May be required to work hours outside normal work schedule. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Microsoft Windows 10, 7 Professional & Home
- Microsoft Office 365; Outlook, Excel, Word, PowerPoint, Teams
- VOIP phone systems
- iOS & Android operating systems
- Basic knowledge of network hardware including firewalls, routers, access points, bridges, switches, and patch panels
- Willing to supporting a 24/7 environment on a rotating schedule
- Available to work regular overtime as approved and needed
- Detail oriented, highly organized and effective time management
- Problem solver with the ability to diagnose and resolve technology issues
- Experience with MacOS a plus
- Excellent customer service skills
- Excellent written and verbal communication skills
- Empathetic to user needs
- Strong sense of urgency
- Pride in completing tasks and meeting deadlines
- A can-do attitude
- A minimum of 2 years of related experience
- A+ Certification or other similar Microsoft certifications a plus

Desirable Systems Experience:
- Fuelmaster
- Help Desk ticketing systems
- Samsara fleet management software
- Meraki switches, firewalls and access points
- Sophos or any other virus protector software
- Apple DEP, Airwatch

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