IT Support Technician

Job Description

Job Description

Looking for an IT Support Technician to provide remote and on-site support. The right candidate will be responsible for providing technical support related to computer systems, hardware, software, applications, and more. This person will respond to tickets via a ticketing system, analyze the issues, isolate the problems, and implement the solutions. This person will be comfortable talking on the phone, supporting customers, and have a good general understanding of business technology.

Responsibilities

• Identify, analyze, and resolve common technical issues, questions, and problems that occur in workstations, mobile devices, operating systems, software, hardware, and peripherals
• Manage ticket queue to ensure timely resolution
• Provide customer support using remote connection software
• Provide thorough documentation on each customer interaction
• Prioritize ticketing system flow by following SOPs and KB articles for resolution
• Meet or exceed KPI goals
• Troubleshooting of the following, though not limited to:
  • Advanced desktop issues
  • VPN connectivity
  • Entry-level server support
  • Hardware issues
  • Line of business support
  • Office 365
  • Active Directory

Requirements

• IT Fundamentals and A+ certifications, or equivalent professional experience
• 1+ year of professional help desk experience
• Strong customer service skills
• High attention to detail
• Ability to follow instructions and policies
• Ability to adapt to changing and fast-moving environments
• Strong phone skills
• Prior MSP experience preferred

Benefits:

• Internal advancement (eligible for promotions every 6 months!)
• Medical/Dental/Vision health plans
• PTO/Sick/Holiday pay
• Incredible culture
• Explosive company growth
• Training provided