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Form of workJob Description
Job Description:
- The IT Technician Tier 1.5-2 role begins to transition from a self-improvement role into a client-oriented role. Its purpose is to serve our clients first and foremost.
- In order of priority, their purposes are to resolve technical issues for clients; to study, learn and improve their own knowledge and understanding of technical concepts; and to serve as a resource for their teammates who are stuck or having trouble resolving a technical issue.
- They are critical stakeholders for clients and should demonstrate strong ownership over client systems and issues, and work to serve as lead IT representatives for their clients, in both a support and consulting capacity.
Job Responsibilities:
This role is expected to be able to resolve the following technical issues with little or no assistance:
- Workstation operating system issues of any kind.
- Printer issues of any kind.
- Standard business application (Office, etc.) issues of any kind.
- Line-of-business application issues for common applications (SAGE ERP, QuickBooks), and for more niche applications with vendor assistance.
- Intermediate and advanced server issues.
- Basic and intermediate networking issues.
Job Qualifications:
- Experience troubleshooting issues that arise with both Windows and Mac Operating Systems.
- Two (2) years of Helpdesk support or similar experience.
- Background in troubleshooting application issues, experience with automated PC deployments/imaging tools and user profile setups/migration.
- Familiarity with Network architecture and troubleshooting procedures.
- Experience supporting Office 365 & MS Office 2010-2016 versions, Adobe, Endpoint protection tools, Line of Business apps, mobile devices, and other standard business application support.
- If you have experience with Managed Service Providers (MSPs), that's a plus!
- A valid driver's license and vehicle that you can use for traveling to and from clients' offices and our offices.
Job KPI:
- First-touch closed: Each ticket that is completed with only one time entry contributes to this number.
- Utilization: The percentage of time that you are on the clock and billing time to client tickets.
- CSAT: Scores filled out by clients using the rating system in tickets.
- NextTicket Usage: The percentage of tickets that you pick up, modify, and put time into from the NextTicket menu.
Compensation:
- Pay rates start at $26.98/hr up to $36.26/hr and vary by experience and location.
- Pay increase depends on acquisition of certificates. Technicians are expected to take the company sponsored certification at least once every six months upon hiring.
- (Example certifications: CompTIA Security+, CompTIA Network+, Microsoft MCDST or MCP.)
Benefits:
- Paid US Holiday
- Paid Time Off
- Comprehensive Health Plans
- Life and Accident Insurance
- Accident and Disability Coverage
- Company-paid training and certification
- Retirement Security
- Health & Wellness Program
- Salary Advancement
You may Fast track your application by copying this link and pasting it to a new tab: https://grnh.se/4a4bd5ce3us
