IT Support Technician Part Time Tampa Bay

Job Description

Benefits:

Dental insurance

Health insurance

Vision insurance

IT Support Technician

Remote Position Part-Time Tier 1 Tampa Bay

Daily Support Responsibilities

Task Management

Handling day-to-day support tasks, addressing unexpected issues, and working with a ticketing system to manage, prioritize, and close tickets.

Acting as the first point of contact for users facing hardware, software, or system issues, putting frustrated users at ease with strong communication skills.

Maintaining regular documentation related to daily tasks.

Monitoring IT Issues: Monitoring, prioritizing, and responding to incoming IT issues.

Systems Support

Providing immediate support if any system goes down.

Equipment Management: Responsibility for various hardware, including PCs, Printers, Servers, Phones, Networks, and related accessories.

PC Maintenance: Maintaining user PCs, including PC Builds, Software Installation, and configuration changes.

Onboarding: Assisting with the onboarding of new users.

Training Materials: Writing and updating training materials related to technology.

Problem Identification: Providing answers to the user community by identifying problems, researching solutions, and guiding clients through corrective steps.

Incident Response and Resolution

Diagnosis/Troubleshooting

Respond promptly and professionally to diagnose, troubleshoot, resolve, test/confirm, and close technology service incidents.

Alternative Solutions: Providing workarounds to minimize disruption from incidents requiring escalation or further investigation.

Prioritization: Classifying incidents and requests based on nature, scope, and urgency.

Knowledge Base Creation: Identifying and tagging incidents and resolutions for future reference.

Escalation and Root Cause Analysis

Escalating incidents after a concerted effort to resolve them, with complete documentation.

Root Cause Analysis: Engaging in analysis to identify and correct technology problems.

Installation and Configuration

Hardware and Software Management:

Installing, configuring, maintaining, troubleshooting, and assisting in deploying computer hardware, software, mobile devices, telecommunications equipment, and audio/video equipment.

Issue Reporting: Raising issues regarding critical technology problems for escalation.

Deployment Participation: Assisting in the deployment process as needed.

Helpdesk and User Support:

Single Point of Contact: The central communication point for issues or IS service requests.

Technical Assistance: Providing support through the helpdesk for computer systems, software, and hardware.

Problem-Solving Guidance: Walking associates through problem-solving processes.

Equipment Maintenance: Installing, modifying, repairing, maintaining, and cleaning computer equipment.

Ticket Management: Monitoring and responding to service request tickets in the queue.

Inventory Management: Maintaining inventory of equipment, software, and licenses.

New Employee Setup: Managing PC setup and deployment for new employees.

Professional Development, Coaching, and Collaboration:

Professional Growth: Engaging in continuing professional development and education for IT industry systems applications.

Coaching and Mentoring: Coaching and developing associates, solving problems, and receiving guidance.

Team Collaboration: Participating in team meetings, contributing ideas for improvements, and planning for the future.

General Computer Knowledge

Computer Systems: Awareness of general computer systems, PC repair techniques, and network management, demonstrating a foundational understanding of technology.

Active Directory: Basic comprehension of Active Directory, including managing user accounts, Group Policies, and computer accounts.

Connectivity & Networking: Understanding connectivity principles, network devices, configurations, and IP addressing fundamentals.

Problem-Solving Skills: Troubleshooting: Resourcefulness and quick thinking for troubleshooting new and critical technical issues, focusing on proactive problem-solving.

Deployment & Configuration: Ability to deploy, configure, and support operating systems on various platforms, including desktop and mobile PCs.

Security Awareness: Information Security: Understanding and appreciation for safeguarding information within systems and user devices, acknowledging the importance of protecting data integrity.

Customer Service Skills: Service Excellence: A solid drive to provide exceptional customer service and enhance the end-user experience, backed by an understanding of task prioritization, stakeholders, budget, and time management.

Willingness to Learn: Adaptation to New Technologies: A proactive attitude towards learning new and emerging technologies, reflecting a commitment to continuous professional growth.

Technical Skills: Operating Systems: Proficiency in Windows 10/11 configuration and support.

Microsoft Office: Familiarity with Microsoft Office 2019/365, showcasing competence in mainstream productivity tools.

Remote Technologies: Understanding Remote Desktop Protocol (RDP) and Virtual Private Network (VPN) technologies.

Virtualization: Knowledge of Virtual Machine (VM) technologies and advanced experience in building and maintaining physical and virtual server environments, with a preference for those experienced with VMWare.

Mobile Devices Support: Ability to support various mobile devices, emphasizing platform versatility.

System Management Tools: Awareness of System Center Configuration Manager (SCCM) operations.

IT Frameworks: Familiarity with ITSM/ITIL principles and framework, indicating a structured approach to IT service management.

Remote Support & Ticketing: Proficiency in remote support methods, tools, and incident management (ticketing) systems, underscoring a comprehensive approach to customer support.

Flexible work from home options available.

Part-time