It Field Technician / Desktop, Network, Server Support

GANT SYSTEMS OVERVIEW

Gant Systems is an award-winning Managed IT Services company providing support to small businesses and nonprofits in Memphis and Nashville. Established in 2007, Gant Systems has made the Inc. 5000 list, the Channel Futures MSP 501 list, and Memphis Business Journal’s Best Places to Work list. Offices are located in Memphis and Dickson, Tennessee.

POSITION SUMMARY

The IT Support Technician is an exempt position responsible for supporting Gant Systems clients both remotely and on-site, including but not limited to providing support through troubleshooting hardware and software problems.

QUALIFICATIONS

We are looking for someone who is interested in various IT disciplines and has intermediate level experience and knowledge of those disciplines. This includes:

• Troubleshooting of end user/workstation support requests.
• Proficiency with Office365 administration, user and mailbox permissions, calendar permission management.
• Active Directory and file share management.
• Help Desk or Call Center experience.
• Managed Service Provider experience preferred.
• A+, Net+, or Sec+ certifications preferred.
• Local travel to the Nashville area.
• Transport heavy equipment using proper moving devices.
• Demonstrate safe and proper use of hand tools and power tools.

MISSION

• Maintaining a high level of technical competence in Windows operating systems and networking-related technologies.
• Work high volume of customer-generated service requests. While not exceeding 90 minutes per ticket.
• Make communications clear and timely when escalating tickets or issues to Dispatch, Management, or Account Management.
• Assist with project tasks as assigned.
• Travel to customer and company office locations to perform installations, troubleshooting, and provide onsite presence for remote technicians.

OUTCOMES

• Maintain a minimum customer satisfaction score of 97%.
• Limit administrative time utilization to 20% or less per week.
• Maintain an average time per ticket under 90 minutes.
• Maintain Kill Rate of 90%
• Resolve no less than 20 tickets per week.
• Maintain an average of <3 tickets per week of three touches or less.
• Perform real-time ticket time entry to prevent time drift of > 5 min.

RESPONSIBILITIES

• Analyze assigned service tickets and issues to deliver solutions to meet customer needs.
• Clear ticket notes for each ticket entry.
• Working through the resolution of technical issues according to standard processes/procedures following company documentation.
• Ensuring all critical or highly complex situations are escalated to an appropriate senior staff member for immediate attention.
• Ensure positive confirmation of all customer ticket scheduling concerns with dispatch.
• Maintain customer documentation, including passwords, application installation procedures, and infrastructure diagrams.
• Handle on-call obligations covering after-hours support on nights and weekends.

CULTURE-BASED COMPETENCIES

• Always be Learning – We expect personal growth and professional development while teaching and learning.
• Wow the Customer – We arrive each day driven to exceed customer expectations through hard work, talent, and follow-through.
• Be a Team Player – We are unselfish in our commitment to each other and go furthest together.
• Make it Happen – We make thoughtful decisions quickly and execute.
• Improve it – We are proud problem-solvers determined to leave it better than we found it.
• Communicate it – Listen to understand as opposed to responding. Make sure expectations are set and understood.
• Own it – We are each personally responsible for the outcome.

ROLE-BASED COMPETENCIES

• Enthusiasm –Exhibits passion and excitement over work. Has a can-do attitude.
• Work Ethic – Possesses a strong willingness to work hard.
• Professional Presence – Presenting a clean and tidy appearance and workspace.

BENEFITS

• Health Insurance
• Dental Insurance
• Health Savings Account
• Retirement Plan Matching Funds
• Short and Long-Term Disability
• Life Insurance
• Paid Time Off
• Maternity/Paternity Leave
• Employee Referral Program
• Educational Assistance Program

SALARY RANGE

$50,635 to $61,560 per year

REPORTING | TYPICAL DAY

This position reports to the Support Services Manager and will be a Support Services team member. A typical day for the IT Support Technician will involve daily video huddles and resolving support services tickets, and other duties as assigned by members of the Leadership Team. Remote work does not prevent the need for onsite obligations.

WORK LOCATION

Memphis, TN. Hybrid work schedule with built-in remote work / work from home days.

GEOGRAPHICAL REQUIREMENTS

Reside within 30 minute commute of Memphis

PHYSICAL REQUIREMENTS

Occasionally required to climb or balance; use a short ladder; and stoop, kneel, crouch, or crawl. Ability to lift and/or move up to 80 pounds.

BACKGROUND CHECKS

The following background checks will be performed prior to hiring: Criminal, Credit, Motor Vehicle Records

TRAVEL

Local travel to client sites for emergency requests, proactive maintenance, project implementations, support requests and other assignments that require onsite work. When not scheduled onsite the technician will work remote assistance tickets. Company vehicle may be assigned.

Completion of Indeed Assessments required for consideration

Job Type: Full-time

Pay: $50,635.00 - $61,560.00 per year

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Memphis, TN: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Help desk: 2 years (Preferred)
• Microsoft Exchange: 2 years (Preferred)

Work Location: In person