MSP Tier 1 Technician

Job Description

Job Description

Description:

Note: This position is one involving safety-sensitive job duties under Bixby Telephone Company’s Alcohol & Drug-Free Workplace Policy

I. POSITION SUMMARY:

The MSP Tier 1 Technician is responsible for installing, maintaining, and repairing computers and networks. They will ensure that adequate IT infrastructure is in place and used to its maximum capabilities. They will also be the go-to tech to go on-site and resolve trouble tickets that require on-site support.

As a Tier 1 Tech, they must be well-versed in computer systems and network functions. They will work diligently and accurately, with strong problem-solving skills to fix issues and ensure functionality

II. ESSENTIAL FUNCTIONS:

• A. Respond to user issues reported via phone or email using remote access tools whenever possible, but otherwise in person.
• B. Perform analysis, diagnosis and resolution of desktop, laptop, tablet, phone, and network problems for the end user and implement corrective solutions, including repair or replacement as needed.
• C. Document user issues and troubleshooting processes taken, while keeping records of all notes that would be needed for future reference.
• D. Setup IT desks for new employees, i.e. user and email setup, logins, printer and telephone setup.
• E. Setup and Support network environments to include wired, wireless, VPN, TCP/IP protocol, and basic network functionalities.
• F. Troubleshoot system failures or bugs and provide solutions to restore functionality.
• G. Arrange maintenance sessions to discover and mend inefficiencies.
• H. Offer timely technical support and teach users how to utilize computers correctly.
• I. Perform all other related duties as assigned by management.

Requirements:

III. EDUCATION, EXPERIENCE AND SKILLS:

A. Required Education and Experience:

• High school diploma or equivalent
• 2+ years’ experience with PC, mobile device, and small network installation, troubleshooting, and repair.

B. Desired Education or Experience:

• Associates or Bachelors in IT, Computer Science or related discipline or relevant experience.
• Equivalent IT related certifications.
• Preferred previous customer-facing experience.

C. Required Skills:

• Attention to detail, critical thinking, and analytical skills.
• Ability to work effectively with internal and external customers in a team environment.
• Thorough knowledge of Windows and OS desktop operating systems. Basic network setup and troubleshooting. Diagnostic, troubleshooting, and problem-solving skills for typical user issues.
• Ability to solve common problems independently, quickly and completely.
• Communicate clearly and effectively with customers, peers, supervisor, and other department members through both verbal and non-verbal communications.
• Troubleshoots, resolves, integrates, tests, and maintains operating systems environments such as, but not limited to: Microsoft Family of Operating Systems.
• Dexterity and familiarity with hand tools and portable power tools. 35+ WPM.
• Willingness to learn about VoIP phone systems and MetaSwitch.

D. Desired Skills:

• Aptitude for learning new material quickly.
• Able to take the initiative and to work with or without regular supervision.
• Process documentation and flowchart skills.

IV. Additional Eligibility Qualifications:

A. Valid Oklahoma driver’s license and the ability to operate a motor vehicle appropriate for the job position.

IV. Physical Requirements:

• Seeing - Must be able to see well enough to read reports and use computer: 75-100%
• Hearing - Must be able to hear well enough to communicate with employees and business contacts: 75-100%
• Standing/Walking - Must be able to move about the work site: 25-49%
• Climbing/Stooping/Kneeling: 25-49%
• Lifting/Pulling/Pushing - Must be able to lift at least 75 lbs.: 25-49%
• Fingering/Grasping/Feeling - Must be able to write, type, and use phone system: 75-100%

This factor measures the surroundings or physical conditions under which a job must be done and the extent to which those conditions make the job pleasant or less agreeable. Consider the local climate and or weather conditions along with the presence and relative amount of exposure to dust, dirt, heat, fumes, contaminants, cold, noise, vibration, wetness, etc.

This job operates in a professional office environment. This role routinely uses standard office equipment. It will require installation and troubleshooting on customer's premises

Note: The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.