Support Technician

Support Technician

The Support Technician role requires a multi-talented individual who will work to resolve basic to mid-level technical issues and assist with other miscellaneous projects. This role provides support and assistance to users in the use of hardware, application software, networks, and peripherals; including but not limited to installation, troubleshooting, performing routine software and equipment upgrades and maintenance.

Position Type: Hourly + Bonus Program:

Support Technician 1: $22.10

Support Technician 2: $26.52

Support Technician 3: $31.83

Bonus Program: Eligible for profit-sharing and up to two weeks additional paid time off. Both incentives are based on overall employee performance.

Benefits: Medical, Dental, Vision, Life, Disability, 401(k), PTO, and eligible for profit-sharing and up to 2 weeks of additional PTO based on performance.

Primary Responsibilities:

• Provide an exceptional customer experience by responding to tickets in a timely manner, communicating effectively, and setting proper expectations with end users as to expected delivery times of services.
• Diagnose hardware and software issues/problems either in person, on the phone or via other electronic methods.
• Build, install, and upgrade hardware, software, and peripheral equipment; configure systems for optimum operation; and securely dispose of obsolete equipment and software.
• Assist in setting up equipment for employee use; ensures the proper installation of cables, operating systems, and software.
• Perform hands-on fixes including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Consult with hardware and software vendors for troubleshooting and problem resolution.
• Analyze and correct problems using documented procedures, available tools, and personal knowledge and skills.
• Adhere to established best practices, policies, and procedures in the execution of day-to-day duties.

Secondary Responsibilities:

• Establish and maintain a good working relationship with customers and other professionals.
• Work independently as well as within a team to resolve onsite customer requests efficiently and effectively.
• Document internal procedures in knowledge base

Required Qualifications:

• Experience working as a part of a team performing IT support.
• Experience working in both the help desk and desk-side support roles.
• Experience working within an IT ticketing system.
• Experience debugging, supporting, and configuring multiple endpoint platforms.
• Experience performing maintenance and support of software and hardware.
• Experience using and working with remote monitoring and management software solutions.
• Experience using or creating PowerShell scripts or other Windows scripting tools.
• Ability to accept, prioritize and follow through on ticket escalations.
• Ability to perform basic warranty service and work with vendors to facilitate RMAs for devices under warranty.
• Administrative knowledge of Active Directory
• Ability to troubleshoot basic network issues.
• Strong customer service/interpersonal skills
• Excellent verbal and written communication skills
• Strong troubleshooting and problem resolution skills
• This position requires up to 10 percent travel.
• Must have a valid driver's license and auto insurance.
• Flexibility of schedule is required to meet the needs of the business.
• Ability to participate in on-call.
• Physical ability to lift 50 pounds without injury.

Preferred Qualifications:

• Associates or bachelor's degree in Computer or Information Science a plus but not required.
• Technical certifications a plus (Example: A+, Network+, MCSE, MCP, CCNA, etc.)
• Microsoft Office 365 and/or Azure administration