Description

Job Summary:       

We are looking for an IT Technician(the “Position”) to provide enterprise-level assistance to our customers. The IT Technicianwill diagnose and troubleshoot on-site software and hardware problems and help our customers install applications and programs.The IT Technician’s responsibilities also include resolving user access problems, computers issues, application issues, network issues, configuring operating systems, and helping with printer issues and scanner issues. This individual will use email and chat applications to give clients quick answers to simple IT issues.  This position will observe a 40/20/40 rule – Tickets, Maintenance, Projects (this is not a work from home position).

Qualifications

Responsibilities and Duties

• Travel between company sites to address tickets that cannot be resolved remotely.
• Diagnose and troubleshoot technical issues, including account set up and network configuration for Windows 10 computers, Active Directory, Azure AD, and Office 365
• Ask customer targeted questions to quickly understand the root of the problem. 
• Track computer system issues through to resolution, within agreed time limits 
• Create knowledge base articles based on technical issues you were able to solve. 
• Properly escalate unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to customers.  
• Refer to internal database or external resources to provide accurate tech solutions. 
• Ensure all issues are properly logged into the ticketing system.
• Prioritize and manage several open issues at one time. 
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting. 
• Document technical knowledge in the form of solution articles 
• Maintain jovial relationships with clients. 

Qualifications and Skills:

• 4 years of proven work experience as an IT Technician, Desktop Support Engineer, IT Help Desk Technician, or similar role. 
• Hands-on experience with Windows10, Active Directory, and Office 365 environments.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and troubleshoot basic technical issues. 
• Familiarity with remote desktop applications and help desk software. 
• Excellent problem solving and communication skills. 
• Ability to provide step-by-step technical help, both written and verbal.
• Ability to comply with COVID-19 health and safety protocols, including COVID-19 vaccination proof and/or rigorous testing.
• Ability to work independently at client locations.

Continuing Education:

• Attends in-service and continuing education programs required for maintenance of professional certification or licensure.
• Attends continuing education programs as necessary.

Physical Demands:

• Ability to communicate in English via phone, in writing and verbally in conversation with different levels of staff, Resident families and any outside customers.
• Ability to travel between office locations using own transportation.
• The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is frequently required to stand and walk.  The employee is occasionally required to sit, use hands or fingers, handle, or feel; reach with hands and arms, talk, or hear and taste or smell.  The employee must occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.  Ability to utilize a computer, phone, etc. for extended periods of time.
• While performing the duties of this job, the employee is occasionally exposed to blood or other body fluids, fumes, or airborne particles and toxic or caustic chemicals.  The noise level in the work environment is usually moderate.