IT Technician 2

Job Summary:

We are seeking an experienced IT Support Technician to provide prompt and accurate technical support, ensuring high levels of customer satisfaction and compliance with Service Level Agreements (SLAs). This role involves hands-on support in a networked office environment, including troubleshooting hardware, software, and peripherals.

Key Responsibilities:

Provide desk-side support for Windows XP workstations

Install, configure, and troubleshoot MS Office and Outlook

Set up new users and manage computer/user moves, adds, and changes

Configure and troubleshoot printers, network shares, and peripherals

Review and manage trouble ticket queues using a commercial system (e.g., Remedy)

Document support actions and escalate issues as needed

Close tickets accurately and within SLA guidelines

Required Experience & Education:

Bachelor’s degree in a technical field or equivalent experience

4+ years of customer support experience in a networked environment (Windows XP, MS Outlook)

3+ years supporting MS Office and other commercial software

Experience with trouble ticketing systems (e.g., Remedy)

Preferred Certifications:

CompTIA A+, Network+, Security+

Microsoft and Dell certifications (some may be required post-hire)

Skills & Competencies:

Strong customer service and communication skills

Self-starter with the ability to work independently

Skilled in diagnosing workstation, peripheral, and network issues

Organized with strong documentation habits

Physical Requirements:

Must be able to lift up to 50 lbs.

Comfortable crawling under desks and climbing ladders as needed