IT Support Technician

Position overview

This position is responsible for providing technical support by working with our associates to troubleshoot problems related to the desktop-computing environment. The position requires excellent communication, technical and interpersonal skills as well as the ability to provide superior support and service to a wide range of internal contacts. We need an outgoing, friendly and service-minded individual who works well in multiple environments, is enthusiastic, motivated, has integrity and professionalism.

Job Functions

• Answer direct calls to the Helpdesk for IT support
• Create support tickets for all issues reported via phone and e-mail
• First point of contact to help desk tickets making sure ticket has necessary information to resolve or escalate to 2nd level. If escalated, review resolutions to gain understanding of the issues.
• Resolve incidents using existing documentation and pre-defined procedures.
• Identify and suggest possible improvements to documentation and procedures.
• Follow-up and update customer on the status of tickets.
• Support our associates with all applications including the company’s ERP system and other business applications.
• Assist where needed by conducting new hire on-boarding (equipment, account and configuration preparation).
• Assist where needed with installing or configuring software necessary to user roles.
• Combine a broad range of technical expertise with an overriding concern and urgency for excellent customer service.
• Troubleshoot email and internet connectivity issues (Office 365, Outlook).
• Assist with special projects as requested.

Qualifications/Experience Required

• 2+ years experience IT Help Desk
• Familiar supporting ERP system and other business applications (BI, CRM, etc.).
• Knowledge of Windows 7 through Windows 11, and PC hardware and peripherals
• Experience with Microsoft Office and Office 365.
• Working knowledge of Active Directory, Group Policy, DNS, DHCP, and printers
• Must be comfortable training/guiding end-users in a broad range of technologies.
• Excellent verbal and written skills, the ability to communicate clearly and professionally.
• Strong organizational/analytical skills and attention to detail.
• Excellent interpersonal customer service skills.
• Must be passionate about troubleshooting and technical support.
• Very organized and detail oriented, with a high degree of accuracy and follow-up.
• Self-starter able to handle multiple tasks and deadlines with minimal supervision.
• Experience working in a team oriented, collaborative environment.
• Schedule flexibility, responsibilities may require occasional evening and weekend work.
• Must have valid Driver’s License and clean driving record as there may be a need to visit remote locations.
• Assist with user moves that require the relocation of IT assets (lifting, bending and squatting)

Education/Certifications

• Associates degree in computer science or equivalent experience preferred
• A+ certification preferred.
• Entry level Microsoft certifications preferred.
• Entry level Network certifications preferred.