Support Technician

Support TechnicianThe 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: $22.10Support Technician 2: $26.52Support Technician 3: $31.83Bonus 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 baseRequired 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 DirectoryAbility to troubleshoot basic network issues.Strong customer service/interpersonal skillsExcellent verbal and written communication skillsStrong troubleshooting and problem resolution skillsThis 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