Support Technician I

Employee Type Non-Exempt FT Required Degree 2 Year Degree Manage Others No Contact information Phone View phone number on click.appcast.io Whether it is our cutting-edge technology solutions, collaborative team environment, or commitment to our communities at WIN Technology, Connections Matter. What connections matter to you? Here at WIN Technology, we connect the Midwest to the globe, communities to life‑enhancing services, and our employees and clients to the things that matter to them most. As the only Midwest IT Services provider backed by a wholly owned fiber network, we are growing fast and continuously invest in innovative new offerings and improved services that will help our clients stay ahead of the curve. Every day is filled with opportunities to create solutions and provide meaningful business value for our clients across multiple industries including healthcare, finance, manufacturing, and more. Our culture is fueled by twenty‑nine “WIN Ways” that connect us to each other with a set of values and practices that we live each day. We enjoy challenges, solving problems, working hard, and having fun. Because we want everyone to feel connected to our culture and have the opportunity to work remotely, we offer a well‑balanced hybrid approach to togetherness. We encourage our employees to pursue personal and career growth through development programs including leadership training, educational reimbursement, and certifications. While we are highly team oriented, we also recognize and celebrate individual contributions. We embrace a diversity of backgrounds, cultures, and ideas to make our teams even stronger as we grow. By connecting to our communities through volunteering and outreach, we proudly contribute to a wide variety of organizations including Special Olympics, Girls Who Code, United Way, and Feed My People. All employees receive 16 hours of volunteer time off each year, allowing them to give back to the organizations and causes that matter to them most. WIN Technology – Connections Matter. Requirements Position Summary As a Support Technician, you serve a key role within the IT Services Department. Your ideas, input and constructive recommendations will be highly valued. Your responsibilities will include delivering exceptional customer service while engaging a diverse set of clients and their technology challenges. You will participate as a member of a technical product team, designed to optimize flexibility, creativity and productivity. This position requires a highly motivated team player who enjoys learning and being part of a forward thinking and client service‑oriented culture. Primary Responsibilities People Exemplify WIN’s culture and values Provide excellent customer service to all clients (internal and external) Communicate technical information and instructions to customers Participate in ongoing cross‑training with team members Distribute client communication of all operational maintenance, outages, reporting, and on‑site work schedules Work with vendor support to provide troubleshooting of critical systems and software Process Use ticketing system and processes to promptly respond to customer requests, document activity, and track progress Execute SOPs for routine operational items (backups, updates, etc.) Create and maintain documentation for infrastructure, systems, and supported clients Participate in change management procedures to ensure established standards are followed and minimize disruption to customer environments Maintain inventory of licensing, equipment, and configurations Monitor internal and client infrastructure for potential problems and communicate issues Technology Proficiency in the support and maintenance of the essential technical areas below: Enterprise Desktop/Laptop Support including hardware and software troubleshooting methodologies Additional Proficiency in at least one Enterprise Networking practices including firewall functionality, VLAN, wireless configuration, and troubleshooting Server administration including Active Directory management, DNS management, email management, file permission management, software troubleshooting, and patching Enterprise security practices including modern antivirus/endpoint detection and response (EDR) solutions, endpoint privilege management (EPM), and backup solutions Other Perform any additional job‑related duties needed to help drive our vision, fulfill our mission, and provide our customers with industry leading customer service Participate in an on‑call rotation to support customers and systems Be available 24/7 in the case of emergencies and critical outage support Critical Job Competencies Interpersonal Communications – Provide clear written and verbal communication skills to ensure accurate and consistent communications to both customers and colleagues. Ability to accurately interpret communications, listening to understand. Problem Management – The ability to resolve incidents and problems, and to prevent reoccurrence. Keep critical issues in context to understand what is happening and prioritize work to solve problems in a timely fashion. Meeting Standards – Commitment to following and meeting standards set by the organization. Understanding of the requirements established and commitment to work a task to completion. Perseverance – Reliable and committed. Does not shirk personal responsibility and can be counted on in adverse situations. Stays the course and remains motivated to accomplish goals when times are tough. Compassionate Listening – Attentively listening to what is said. Be open to hearing others input without bias and clarify for understanding. Able to step back and regulate one's emotions and reactions in the face of adversity to achieve goals. Qualifications An Associate degree in Telecommunications, Engineering, Computer Science or minimum 1 year of IT support experience. Work Conditions/Equipment Most work performed indoors. Physical activity consists of normal office work and occasional lifting up to 30 pounds. Utilization of basic office machines and computer equipment. Regular travel is not anticipated, however occasional local and regional travel may be necessary to complete a job task or assignment. Summary WIN Technology Benefit Overview 27 days of paid time off each year, including 18 days of Paid Time Off (PTO) to use at your discretion and 9 days of company recognized holidays 16 hours of paid Volunteer Time Off (VTO) per year Company sponsored retirement savings plan (such as 401K) where the company will match your savings dollar‑for‑dollar up to 5% of your income, eligibility for this benefit starts the first quarter after 60 days of employment Company paid short and long‑term disability coverage, eligibility for this benefit starts on your first day of employment Company paid life insurance for employee, spouse, and children, eligibility for this benefit starts on your first day of employment Company sponsored health and dental coverage, eligibility for this benefit starts on your first day of employment Available ancillary benefits (similar to Aflac) for additional coverage for critical illness & injury Available identity theft protection sponsored by Zander Insurance #J-18808-Ljbffr