IT Support Technician I

Job Description

The IT Support Technician I is responsible for the delivery of IT Services supporting the company’s Internal and External Customers / Clients at their locations. He or she will work with the IT Team using standardized procedures and systems to ensure that Customer End User Incidents and Service Requests are:

· accurately entered into the Support Application / Ticketing System,

· quickly, completely, and accurately resolved based on the priority to the business and end user,

· completed within the budgeted time with travel optimized for both time and expense.

The IT Support Technician I will conduct thorough testing of new and refurbished systems prior to deployment. All documentation, training and implementation of the assigned tasks / requests are to be performed at a high level of competence and professionalism. The position will receive directions and guidance from the Support Manager / Supervisor or from IT Support Technician II, III or more senior team members but will follow company approved procedures. The technician will operate in a team environment acting as a backup for other IT Support associates. Some traveling will be required to support the various locations around the U.S.

Essential Duties & Responsibilities

Demonstrate a sense of mission, intellectual maturity, emotional stability, and a record of achievement.

Provides excellent customer service through interactions with customers via telephone, e-mail, etc. providing technical support and problem-solving abilities on a variety of technical and non-technical issues.

Proficient in a wide range of aspects of IT hardware and software technology to include knowledge about personal computers, mobile devices, servers, printers, and networking.

Perform workstation setups, including monitor, keyboard/mouse, IP phone, and cabling.

Deploy personal technology to end users: new hardware / software installs or upgrades to an existing workstation and mobility devices.

Cable management at workstations and meeting rooms.

Help configure printer and scanner for end-users for both Mac and Windows endpoints.

Provide desktop support to end users of personal technology, voice, and mobility devices.

Diagnose connectivity issues with an end user’s workstation or device with the servers needed to conduct business including basic networking diagnostic aspects (Connection and peripheral issues).

Ensure that all Incidents or Service Requests are appropriately and completely logged into company’s Support System by creating and maintaining the ticket.

Resolve all tickets that can be resolved by the technician immediately or in a timely fashion. Any ticket open for more than 3 business days will need to be escalated to the Supervisor or Manager for direction.

Follow defined procedures to assign the ticket to the appropriate individual or team for resolution if it cannot be resolved by the technician.

Monitor the tickets to ensure a timely resolution while keeping the requester informed.

Escalate unresolved tickets to backup associates on the team or to third level teams or individuals.

Close the ticket when the requester is satisfied with the resolution.

Consult with vendor support partners to resolve issues, as necessary.

Provide support as outlined above by provisioning, maintaining, administering, troubleshooting, and resolving reported incidents or satisfying approved end user requests using the supported infrastructure technologies and devices across the enterprise.

Demonstrate excellent verbal, written, and listening interpersonal communication skills.

Participate in Project Moves / Business as Usual Moves and other duties as assigned.

Demonstrate effectiveness in a team setting or environment.

Be able to prioritize requests and projects to optimize time and productivity.

Requirements (including education requirements)[CN1]

Minimum of 4 years of IT Desktop and Infrastructure Support with networking activities.

College or University degree in Computer Science or related field is a plus.

A+ Networking, Microsoft Certified Professional (MCP), and / or CCNA certification preferred but not required.

Proficient customer service skills, verbal communication, written, analytical, and problem-solving skills to effectively and efficiently resolve basic user problems found in his or her support region.

Must have the ability to lift up to 50 lbs.

Experience with Microsoft Windows based PCs, networks, and servers.

Experience with Low Voltage Cabling / Cable Pulling, Networking Installation

Experienced with TCP/IP network and telecommunication technology (wired and wireless).

Experience with VoIP Telephony, analog voice, and videoconference systems.

Experience with Active Directory, and Group Policy.

Experience: Previous tower climbing experience or a strong desire to become certified as a tower climber.

WISP/ISP Experience: Experience working in a WISP or ISP environment is a plus

[CN1]Tower climbing experience or a desire to become a certified Tower climber a plus.Company Description

Voice, data, managed services and colocation services - we provide IT support for companies so they can focus on their customers.

Additional company benefits include 401K with employer match, annual profit sharing bonus, supplementary benefits at group rates.

Full-time