System Support Technician I

Job Description

Job Description

Job Title: System Support Technician I 

Role: As System Support Technician I, you’re responsible for the day-to-day operation of the Help Desk board, ensuring that customers are receiving timely responses and accurate solutions to their support requests. You will be providing customer service at the highest level, be an active and engaged team player, and seek growth contiguous with the challenges you’ll be given. You will be a member of the team and show that you can uphold the Tekmanagement culture. This full-time position requires a 40-hour workweek during support hours Monday to Friday 7 AM to 5 PM, along with peak client needs. You will spend 85% of your time as a technician and 15% of your time performing administrative tasks such as L10 Meetings, Ticket Cleanup, and Triaging. The System Support Technician I reports directly to the Tier 1 Team Lead.

Key Responsibilities:

• Technical Understanding : Familiarity with contemporary managed IT services, cloud solutions, cybersecurity, and other relevant technologies, allowing for effective communication with both clients and the technical team.
• • 1 - 3 years of experience
  • Understanding and experience using active directory and Office365 Entra/Azure AD
  • Understanding of group policy, experience not required but knowledge of its function and what settings it controls 
  • Networking troubleshooting basics, knows TCP/IP and understands routing, is familiar with gateway, subnet mask, dynamic IP, static IP, and how firewalls handle traffic and routing
  • Wireless network troubleshooting basics, connect to Wi-Fi, removal of remembered connections, enable/disable adapters
  • Windows foundational tasks such as:
  • • Driver install/reinstall 
    • Printer install, local and shared
    • Application installation/uninstallation
    • Understanding of administrative functions, UAC, services, sharing, NTFS permissions
• Customer Experience and Service Excellence: Enhance customer satisfaction by developing and implementing improvement measures, ensuring accurate documentation of client environments, and resolving complex inquiries as an escalation point. Champion service excellence by upholding SLAs and consistently achieving performance goals.
• Documentation: Ensure proper documentation of all client environments, configurations, and procedures. 
• Collaboration: Work closely with cross-functional teams, including technical resources, sales representatives, account managers, and executive leadership, to ensure smooth coordination of customer support initiatives. Facilitate communication between departments to align on customer priorities and business objectives.
• Time management: Effectively plan, prioritize, and allocate time to tasks and projects to meet deadlines without compromising quality. 
• Personal growth and development: Demonstrates a commitment to continuous self-improvement by seeking opportunities to develop skills, knowledge, and expertise. Embraces feedback as a tool for growth and proactively sets and pursues goals for personal and professional advancement. Adapts to new challenges with a learning mindset, fostering resilience and a dedication to ongoing development.
• Certifications: Acquire and maintain relevant certifications.

Required Competencies:

• Technical Understanding: Familiarity with contemporary managed IT services, cloud solutions, cybersecurity, and other relevant technologies, allowing for effective communication with both clients and the technical team.
• Problem Solving: Exercise advanced problem-solving skills to identify, analyze and resolve issues that arise during a project or situation.
• Critical Thinking: The ability to think objectively and challenge assumptions when appropriate. 
• Customer Service: Ability to offer support to your co-workers and customers. Providing good customer service means being a reliable partner to our customers and to Tekmanagement according to the Tekmanagement way.
• Effective communication: Convey vital information to employees, management, and customers. Being able to collaborate with customers and team members to improve overall customer experience. Communicate with Account Manager on all customer inquiries. 
• Conflict Resolution: Handles disagreements between customer and team members and interdepartmental disagreements. Ability to work effectively under stress and remain calm, and to calm other people during rapidly changing situations. 
• Adaptability: Respond to customers’ needs and changes within the company to improve the customer experience. 
• Multitasking and Prioritization : Attention to detail and accuracy while having a positive attitude and keeping enthusiasm. Able to rightly understand how to prioritize workload based upon Tekmanagement’s prioritization model and training. 
• Interpersonal Skills: Build relationships within your team to improve collaboration and success. Having the insight into your coworkers, supervisors, or customers’ personality to do your job more effectively. Basic ability to use negotiation skills to discuss and reach an agreement with coworkers and customers professionally. Developing Practice a cooperative approach to work well with others. Motivate individuals who inspire others and take charge when needed. 
• Accountability: Model responsibility and continuous improvement, fostering a culture of ownership and reliability.
• Self-Awareness: Demonstrate self-awareness by taking responsibility for your actions and decisions. Having a deep understanding of your strengths, weaknesses, and the impact of your actions on others. Self-aware leaders are conscious of their behavior and how it affects their team, which enables them to make informed decisions, leverage their strengths, and address areas that need improvement. Recognize your limitations and seek help, delegate tasks, and continuously strive to develop your skills.

Required Character Traits:

• Integrity and Honesty: You consistently seek to learn, know, understand, and think for character development, producing actions that are consistent with what is good for the company, good for the customers, and good for the employees based upon the position you have committed to always excel in within the company. You demonstrate ethical behavior and transparency in all actions, even when no one is watching.

• Humility: You practice consistently knowing your capacity or positional limitations, deferring to others more capable than you or who are in a more appropriate position within the company to execute a given objective, seeking input from more experienced or knowledgeable team members, receiving guidance and correction with an intent to achieve stated goals, recognizing the need for continuous personal improvement to help the company provide the excellence to all others, and accepting of the leadership provided by the company.

• Cheerfulness and Uplifting Attitude: You maintain a positive and encouraging demeanor, fostering a pleasant work environment. You inspire and guide other team members to be positive with a clear vision by word and by example.

• Compassion and Service-Minded: You consistently show genuine care for all others, prioritizing their needs and well-being with the ability to understand the challenges faced by others offering responses that will help with positive solutions.

• Self-Motivated and Hard-Working: You are motivated within yourself to take the initiative to learn, increase, and grow personally, consistently putting in the effort to achieve company and personal goals without someone else having to drive you repetitiously.  Your interest in producing excellence persistently in all you think, say, and do drives you toward continuous improvement for excellence in your current position and potentially affords the opportunity for advancement within the company.

• Results-Oriented: You are focused on achieving specific, measurable, actionable, resourced, and positionally defined outcomes, department goals that lead to company goals, and personal goals for continuous improvement, and driving the success of the company without compromising any of the character traits listed herein.

• Accountability: You excitedly practice personal accountability to help achieve team accountability in all matters of learning and fulfilling your role in the company with scores of 9 - 10 on all character traits, competencies, and responsibilities listed herein to achieve the desired outcomes from your position in the company to help the company achieve its goals.

• Protectiveness: You consistently protect the people, the brand, the assets, and the reputation of the company in all situations, with all people, and in the public domain by developing these listed character traits that help our company collectively exhibit our core values of Trustworthiness, Excellence, Knowledgeable, and Stewardship.

• Golden Rule: You consistently treat others the way you want others to treat you and consistent with the core values of Tekmanagement supported by all the character traits described herein. You conscientiously think of others ahead of yourself to make certain you communicate with the hearer in mind, complete tasks with the care for the impact on all others and give your best as you would ask anyone to do for you.

• Dependable: You demonstrate consistently, reliably, independently, and intelligently the character to make the right decisions in all circumstances regarding interpersonal relations and tactical execution of the privileged work we are doing at Tekmanagement to trustworthily serve others' businesses with excellence, knowledge, and faithful stewardship. Your teammates can count on you to do your job to the very best of your abilities steadily to the fulfilment of all responsibilities and on time.

TekManagement Inc. has been a trusted provider of IT support to businesses in Southern Oregon and Northern California for over 40 years. Recognized as one of the 100 Best Companies to work for in Oregon according to the Oregon Business 2022, 2024, 2025 and 2026 survey, we pride ourselves on fostering a culture of collaboration, innovation, and excellence.

Company Description

TekManagement Inc. has been a trusted provider of IT support to businesses in Southern Oregon and Northern California for over 40 years. Recognized as one of the 100 Best Companies to work for in Oregon according to the Oregon Business 2022, 2024, 2025 and 2026 survey, we pride ourselves on fostering a culture of collaboration, innovation, and excellence.