It Support Technician

Summary:   

Provides technical support and on-site field technician services. Responds to Help Desk Support inquiries via remote tools, in-person, phone, chat, and on-site visits when necessary. Using modern online support tools to resolve technical issues related to applications, equipment, and services. Technical support includes working on laptops, mobile devices, tablets, software, copiers, printers, and others. In addition, may assist with various project initiatives. Diagnoses problems through analysis, established procedures, testing scenarios, and interacting with escalations teams. Performs tracking and documentation by entering details into the company's service desk software. Responsible for assistin in the development of documents, validating as directed, unit testing, and reporting. Provides exceptional customer service and works closely with end users in person.  

Essential Duties and Responsibilities.   

In addition to the following duties and responsibilities, others may be assigned:  

• Responds to Tier I/II level support service requests using remote tools, in-person, phone, chat, and on-site visits, and monitors their status through resolution.   

• Installs, configures, tests, maintains, monitors, and troubleshoots end-user networked peripheral devices, laptops, workstation hardware, and networking hardware products in person.  

• Install, update, and troubleshoot various company-managed software in a Microsoft O/S environment on-site.  

• Responsible for accurately preparing and maintaining all records associated with the work performed, including work orders, support tickets, and e-mail communications.  

• Ability to quickly research solutions to new and unfamiliar technical problems and update the internal knowledgebase with issue resolution details.  

• Train end users on new equipment and software on-site.  

• Receive and record support requests via phone calls, e-mails, and on-site interactions to the Help Desk.  

• Ensure the highest level of customer satisfaction by prioritizing support calls, troubleshoot, analyze, and resolve as quickly as possible, both remotely and on-site. Effectively escalate to the appropriate team when resolution is not clear.  

• Respond to user status inquiries on support calls and accurately update tickets daily  

• Open-minded and engaged in finding innovative ways to better work as a team, both remotely and on-site.  

• Regularly contribute content to the knowledge base through documentation of solutions.  

• Must be able to work between the hours of 6:00am – 6:00pm, Mon-Fri, and provide on-call and weekend support as needed, including on-site visits.  

• Ability to travel independently between company facilities, offices, and client sites using own or company-provided vehicle. Valid driver's license required.  

Qualifications: To perform this job successfully, an individual must be prepared to learn or have demonstrated relevant experience in each essential duty. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Education and/or Experience:  

• Three years of technical support and/or on-site field technician experience; or relevant education. 

• Industry certification preferred.  

• Help Desk, hotline, or equivalent customer support experience. 

• Ability to respond in a professional manner and maintain composure in difficult and stressful situations.  

• High-level interpersonal communication skills.  

Working knowledge and experience in the following is desired:  

• Operating systems: Windows 10, 11, Server, macOS, iOS, Android. 

• Computing devices such as Laptops, Desktops, etc., as well as Mobile devices such as Smart Phones, Tablets, etc. 

• Microsoft Office 365 (Outlook, Word, Excel, and PowerPoint). 

Applications and Systems experience preferred:  

• Malware diagnosis, troubleshooting, and removal. 

• Imaging software. 

• Basic Networking: LAN/WLAN, VPN. 

• SaaS (browser-based) software and Cloud applications. 

• ITSM, MDM, Remote Desktop, CMDB, Change Management applications and processes. 

• Point of Sale (POS) devices and software.  

Communication skills and problem solving:  

• Ability to clearly write and speak the English language. Bilingual English and Spanish is a plus.  

• Ability to read and understand technical documents relating to computers, operating system software, application software, hardware, and networks.   

• Ability to use your common sense to follow detailed instructions. 

• Ability to figure out problems that involve real or fictional scenarios.