Support Technician

Job Description

Job Description

Job Summary

Provide primarily remote desktop support to our clients who have critical response time requirements for their business technology systems. You will work independently to answer service desk calls, urgently analyze technical issue(s), troubleshoot over the phone and via remote log-in, and escalate problems to Level 2 support when appropriate. You will multi-task to support a variety of network and end-user environments with executives, business owners, managers and end users. You must demonstrate superior communication skills to respond to diverse clients with urgent needs while recognizing they are looking for solutions, not technical explanations. You will also perform service and preventative maintenance activities on products and assist in installations and deliveries. Other projects may be assigned.

Duties and Responsibilities

• Technical
  1. Manage, maintain, troubleshoot and support our users’ desktops.
  2. Identify, document and troubleshoot users computing issues to resolution while maintaining customer satisfaction.
  3. Utilize PSA, RMM, and other service-specific tools and technologies to deliver onsite and remote user support services.
  4. Update service order information with accurate documentation of all activities conducted.
• General
  1. Develop and maintain relationships with customers that further enhance the company’s positive reputation through exceptional customer service.
  2. Maintain a professional and clean appearance.
• Professional Development
  1. Participate in ongoing training and attainment of various manufacturer and software certifications.
  2. Develop personal skills to work efficiently both individually and as a member of the Service Department.

We are looking for someone with 2+ years of experience in a Support Technician/IT role.

Preferred Skills and Qualifications

• Education
  1. Associates degree in Computer Science, Information Technology, Business Technology, related field of study, or equivalent work experience.
• Technical Skills
  1. Proficiency in supporting modern Windows Desktop Operating Systems
  2. Desktop software such as Microsoft Office Suites, Adobe, etc.
  3. Basic Server support skills and understanding of modern Windows Server Operating Systems
  4. Networks, internet connection issues, as well as be able to configure network devices such as switches and routers.
  5. Security software such as Anti-virus, Anti-SPAM, Anti-Spyware, and other security related technologies.
• Other Skills & Abilities
  1. Able to work independently and as part of a team
  2. Must be prepared to travel as the business need requires
  3. Exceptional written and oral communication skills
  4. Self-motivated
  5. Should enjoy learning new skills

Work Conditions

• 40-hour work week with on-call availability up to 7 days per month.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.

Minimum Requirements

• High school diploma or equivalent
• Valid driver’s license
• Reliable, insured vehicle
• Good communication skills
• Reliable work record