Technician II

Job Title: Technician II

Job Category: Service Delivery
Group: Managed Services

Supervisor: Service Team Lead
Location: Kansas

Position Type: Non-Exempt
HR Contact: Director of Administration

PRIMARY ACCOUNTABILITY

The Technician II is responsible for providing advanced technical support to users with computer software and hardware problems and maintaining documentation. This position is also responsible for responding to and diagnosing problems, including recognition, research, isolation and resolution steps. Additionally, the Technician II coordinates the dispatch of technical, professional or service personnel for service, repair, or training.

ROLE AND RESPONSIBILITIES

• Troubleshoot and resolve IT support issues submitted by Premier One clients
• Maintain advanced knowledge of clients, their IT systems, and their relationship with Premier One
• Maintain advanced knowledge of supported Line of Business applications
• Establish positive relationships with clients face-to-face, by telephone, and by email
• Maintain a working team relationship with the Service and Engineer teams
• Provide training, documentation, and knowledge transfer to technicians
• Promote, manage, and develop documentation and SOPs
• Provide escalation IT support for technicians
• Perform on-call responsibilities as assigned by supervisor
• Primary Systems: ConnectWise, ScreenConnect, IT Glue, Managed Workplace, Microsoft 365, Phin, 3CX, Windows Server OS, Windows 10/11 OS, Active Directory, Various Line of Business Applications

GENERAL EXPECTATIONS

• Provide superior client service by resolving problems efficiently and responding quickly
• Ability to work independently and in team settings
• Ability to work efficiently with attention to details and quality of work produced
• Ability to work with myriad of personality types in a congenial and respectful manner
• Ability to communicate effectively, both verbally and in writing, with staff, clients, and the community
• Ability to establish and maintain working relationships across all levels of Premier One's staff and clients
• Ability to effectively work in a high pressure, fast-paced environment and be held accountable for results
• Ability to organize, multi-task, plan and set priorities with minimal supervision
• Ability to handle sensitive and confidential situations or information with poise, tact and diplomacy
• Ability to be in office at Topeka HQ as required to serve client need
• Maintain an attitude of confidence, enthusiasm, and positivity

EDUCATION AND EXPERIENCE

• High School Diploma or GED is required; some post-secondary education or training is preferred
• Minimum 4 years of IT support and customer service
• Demonstrated troubleshooting ability for hardware and software across multiple platforms

REQUIRED CERTIFICATIONS

• CompTIA A+
• Microsoft Azure Fundamentals (AZ-900) - Preferred

KEY PERFORMANCE INDICATORS

• Maintain Customer Satisfaction Survey Average of greater than 95%
• Productivity >= 85% Average Productive Time
• Average Resolution Time <= 4 Hours
• Average Response Time <= 60 Minutes
• Tickets Closed Per Day >= 8

PHYSICAL DEMANDS

• Must be able to sit and stand for extended periods of time
• Hearing and visual acuity within normal range
• Ability to communicate clearly and quickly on the phone and via video conference
• Manual dexterity to operate keyboard, calculator, and telephone
• Ability to read computer screens, email, and written documentation
• Bending, kneeling, stooping, and walking may be required to carry out job responsibilities
• Ability to lift up to 50 pounds

WORK ENVIRONMENT

• Professional and deadline-oriented environment in an office setting
• Interaction with team and clients
• Available Monday through Friday, 7:00 am to 5:00 pm CST, based on business needs

ADDITIONAL DUTIES
Additional duties and responsibilities may be added to this job description at any time. The job description does not state or imply that these are the only activities to be performed by the employee(s) holding this position. Employees are required to follow any other job-related instructions and to perform any other job-related responsibilities as requested by their supervisor.