IT Support Technician II

Job Description: IT Support Technician II

DSignage provides digital signage solutions to clients in the healthcare and retail industries that increase productivity, enhance communications, and modernize the physical space. The IT Support Technician II is part of a professional team of people providing a single point of contact for high-level customer service and technical support.

Our Goal:

We are looking for an experienced professional who can help take our company to the next level. Someone who is proactive, organized, and can communicate with clients of all levels of expertise. Someone who is dedicated to providing excellent customer service.

Core Responsibilities:

• Primary responsibility is to install and maintain digital signage components and peripheral accessories, and to provide technical support to end users.
• Troubleshoot and resolve all computer software and hardware problems. Update associated knowledgebase with standard resolutions as required.
• Track all client requests/problems in our help desk ticketing system.
• Ensure client satisfaction by performing follow-up communications on open/closed tickets.
• Prioritize critical issues and escalate issues following the defined process.
• Identify opportunities for new business and refer to Sales Department.
• Prepare statistical and data reports, including usage trends and analysis.
• Participate in equipment evaluations and future strategy discussions.
• Stay current with industry trends.

Key Attributes:

• Excellent written and verbal communication skills.
• Fluent in English, including reading and writing.
• Excellent interpersonal skills.
• Professional demeanor.
• Comfortable training clients in person and via webinar.
• Able to read and understand technical manuals, procedural documentation, and OEM guides.
• Strong analytical and problem-solving skills.
• Self-starter with a proactive approach.
• Willing to learn new skills and programs.

Basic Qualifications:

• Bachelors Degree in IT required.
• One or more of the following certifications required: Microsoft MCSE, Comptia A Certification, Google IT Support Professional, ACMT ( Apple).

• 4 years IT support experience is required.
• Experience with hands-on hardware troubleshooting is required.
• Excellent knowledge of PC internal components such as storage, RAM and GPU is required.
• Excellent knowledge of current protocols, operating systems (Android and IOS), and standards is required.
• Experience with network protocols (routers/BLE beacons) and network security is required.
• Proficient in Microsoft Suite (Outlook, PowerPoint, Excel, Word), Microsoft Office 365 Administrator, AWS, Windows Server 2008 – 2022, and cloud computing is required.

• Experience installing A/V equipment/digital signage (screens, video walls) is desired.
• Experience with content management systems is desired.
• Experience with WordPress, Html5, Java, and Python is a plus.
• Experience with Zoho Desk ticketing system is a plus.
• Must have a valid driver's license.

Physical Requirements:

• Operate small power tools such as a drill, lift up to 70 pounds, work on a ladder up to 12 feet.
• Drive a truck up to 17 feet.
• May require some travel.
• May require 30% (or more) of the time out of the office at client locations.

Benefits:

• 100% paid Health Insurance
• Vision Insurance
• Paid time off
• Salary range is $19 per hour to $29 per hour ($39,520 to $60,320 annually), based on qualifications
• Opportunity for quarterly bonus based on performance

Job Type: Full-time

Pay: $19.00 - $29.00 per hour

Benefits:

• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Supplemental Pay:

• Bonus pay

Ability to commute/relocate:

• Miami, FL: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Bachelor's (Preferred)

Experience:

• A/V or digital signage installation: 1 year (Preferred)
• IT support: 4 years (Preferred)

Work Location: One location