It Support Technician

Job Description

$37,400 - $53,500 yearlyResponsibilities:

Troubleshoot technological issues and solve problems quickly to ensure our business operations run smoothly

Save all files to a computer backup to make sure files are not lost in case the system crashes

Perform regular maintenance for our phone systems, computer systems, computers, printers, network systems, and any other technical equipment

Implement new technology, such as desktops and computer hardware, operating systems, software programs, and applications

Make sure new employees have their user accounts, company email, and appropriate security access so they can complete assigned tasks

Conduct analysis and troubleshooting via email, remote control, and telephone for customer account[s] in a timely fashion.

Determine the best solution based on the details and issues provided by customer[s].

Direct unresolved issues to the next level of support personnel.

Examine existing policies and procedures. Draft, edit, and/or propose new policies and procedures.

Follow-up and update customer[s] information and status.

Identify and suggest possible improvements in procedures.

Maintain a positive phone demeanor and ensure customer[s] satisfaction.

Monitor and troubleshoot backup or other regularly scheduled customer[s] work.

Pass on any feedback or suggestion[s] by customer[s] to the appropriate internal team.

Perform remote maintenance as needed.

Perform remote troubleshooting through diagnostic technique[s] and pertinent question[s].

Provide accurate information on IT product[s] or service[s].

Record event[s] and problem[s] and their resolution in logs.

Remove and/or Set up user account[s] on system[s], implementing automated method[s] when possible.

Respond to hardware and software support issue[s] from the employee[s].

Serve as the first point of contact for customer[s] seeking technical assistance over email or phone.

Support and troubleshoot day-to-day technology issue[s] for employee[s], including but not limited to cloud application[s], desktop application[s], and the setup and maintenance of computer hardware and/or software.

Track and update IT inventory.

Understand and solve customer[s] technical problem[s] in-person or over the phone as needs warrant.

Walk the customer[s] through the problem-solving process.

Work within a ticketing system to track and escalate customer[s] problem[s].

Work with technology team[s] to identify risk[s] and address the identified issue[s] from the risk[s].

Work with vendor[s] to help resolve technical issue[s].

Qualifications:

Skilled in communication, time management, and organization

Great customer service skills and passionate about helping our business succeed

2+ years experience in a professional IT setting

High school diploma required, associate's degree in computer science or information technology preferred

Familiarity with multiple computer operating systems, such as Windows, Mac, and Linux operationsAbout Company

Jamtek Electrical, LLC, is Middle Georgia’s first choice for Low Voltage, Security, and IT/Network Solutions. We pride ourselves on our integrity. Our mission is to deliver the most comprehensive structured cabling, fire alarm, Burglary Alarm, CCTV, Access Control, and IT/Network Solutions for customers in a broad range of industry sectors. Our highly trained staff strives to Master the hardware and software systems regardless of the size, complexity, or system manufacturer. We are committed to exceeding our customers’ expectations. Best of all, we are fully Licensed, Certified, Bonded, and Insured.