IT Systems Support Technician

Benefits:

401(k)

Dental insurance

Health insurance

Opportunity for advancement

Paid time off

Vision insurance

As a key member of the System & Admin team, the IT Service Technician role provides advanced IT user support, account setup, and administration of various IT systems for multiple business units and team members across the US. This in-office, full time, role reports directly to the Director of Systems and Admin, is critical to the efficient operation of the business, and requires regular interaction with all levels of personnel in the organization.

Duties & Responsibilities:

Provide onsite and remote IT support as required for company personnel

Provide effective communication for issue resolution with company personnel

Maintain and improve IT standard operating procedures (SOPs) relating to areas of ownership

Perform new hire credential and security set up

Purchasing, enrollment, and set up of devices, such as laptops, iPads, and iPhones

Track and manage the usage of software licenses

Maintain inventory of IT assets (ex: laptops, desktops, mobile devices)

Assist with managing active directory, group policy, and system updates in coordination with System Admin

Administer cloud-based services, such as Zoom, Google Enterprise, Microsoft 365

Management of MDM platform, including deployment, configuration, monitoring, and repairs/replacements

Other duties as assigned

Requirements:

Qualified candidates should possess a minimum 2+ years of recent, professional, hands on and over the phone technical support experience

Excellent Customer Service skills (genuine desire to help customers with issues)

Strong team player working on both shared and individual assignments

Technically minded with a focus on customer service

Experience with Apple hardware and general software navigation ability

Strong hardware troubleshooting/repair skills (preferably on Mac devices)

Ability to troubleshoot common issues with mobile devices (iPhones and iPads)

Ability to manage user accounts, groups, etc. through Jamf, Google Enterprise, Microsoft etc.

Experience with problem ticket/case management systems

Proven experience with assessing the severity of reported issues and juggling multiple high priority support tickets

Perform daily operations to maintain business functions

Preferred Qualifications:

Previous experience in a technical support position in a fast-paced environment

Previous customer service experience

A strong dedication to quality customer service and a working knowledge of enterprise-wide service delivery procedures

Hands on troubleshooting experience with common Network connectivity (LAN, DNS, TCP/IP, Wi-Fi) and Remote access

Strong verbal and written interpersonal and communication skills

Superior telephone etiquette and an ability to deal effectively with customers, vendors, peers, and management

Physical Demands

Lifting up to 20 pounds occasionally and frequently moving small objects

Frequently sitting for long periods of time

Walking or standing occasionally

This position works mostly indoors going outdoors may be frequently required

Must have manual use of hands and vision to use computer constantly

Each franchise location is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. The franchisee sets their own compensation and benefits. All inquiries about employment, benefits, scheduling and compensation at this franchise should be made directly to the franchise location, and not to Mister Sparky Corporate.