IT SUPPORT TECHNICIAN

Summary:

The IT Support Technician role is to ensure proper computer-based operations are maintained so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user support requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and request tracking tools, as well as require that the individual give in-person, hands-on assistance at the desktop level. The IT LT Support Technician must always demonstrate excellent customer service and show enthusiasm about the program and the Envizion IT organization.

General Team Expectations: All Envizion IT employees have the following skill sets and attitude

TRUST - Execute at a high level of Alignment, Competence, Caring and Integrity

HUMILITY - No employee is above level 1 support and will jump in when necessary to provide the level of service required to delight our customers.

EMPATHY - Service our customers with a high level of ownership, user empathy, personality, and above all caring.

DISCIPLINED use of Envizion IT systems and checklists.

COMMUNICATION – write effective notes in tickets, document changes and improvements in the knowledge base. Verbal and written communications will be conducted at an appropriate length and creation time to cover relevant information without inflation/bloating.

SPEND MONEY LIKE IT’S OUR OWN – Don’t buy or spend time on something you wouldn’t buy or spend for yourself.

WORK OURSELVES OUT OF A JOB – Be a creative and motivated expert who is always looking for continual improvement.
Be STEWARDS of all things bestowed upon us. Conduct our business in a manner aligned with Biblical principals

Own the Client: Customer service is our #1 priority

· Complete client requested tasks such as user creation, user removal, PC deployments and upgrades.

· Field incoming support requests by gathering pertinent info, performing initial troubleshooting, and prioritizing request. Escalate when necessary.

· Thoroughly communicate with end user with frequent updates. Prefer voice conversations over email to communicate with users clearly and efficiently.

· Efficiently and effectively follows documentation, procedures, and checklists to complete support requests

· Can meet Billable Time expectations in a high pace environment

· Take pride in a clean, organized and well documented system.

· Learn appropriate software and hardware used to support clients.

• This may require time outside of normal hours to keep up with our fast-growing team.

Continual Improvement: Our culture drives client success

· Ability to identify inefficiency in current processes and create change to minimize support time.

· Take pride in updating knowledge-based articles, documenting lessons learned.

Education, Training, and Experience:

· College diploma or university degree in the field of computer science and/or 3 years equivalent work experience in a customer service support role.

· CompTIA, HDI, Microsoft and Cisco Certifications preferred.

· Experience with desktop and server operating systems.

· Extensive application support experience.

· Experience working in a team-oriented, collaborative environment.

Specific Skills, Knowledge, and Abilities:

· Ability to provide care/service by upholding Biblical Principals in working with recipients of services, coworkers, and surrounding communities through integrity, stewardship, empowerment, the promotion of diversity, and professional excellence.

· Ability to provide culturally competent care with a wide range of individuals in a diverse community setting.

· The candidate may be required to have a valid Michigan driver’s license.

· Knowledge of basic computer hardware.

· Working knowledge of a range of diagnostic utilities.

· Familiarity with the fundamental principles of ITIL.

· Exceptional written and oral communication skills.

· Interpersonal skills, with a focus on rapport-building, listening and questioning skills

· Strong documentation skills.

· Ability to conduct research into a wide range of computing issues as required.

· Ability to absorb and retain information quickly.

· Ability to present ideas in user-friendly language.

· Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation.'

Job Type: Full-time

Pay: $17.00 - $27.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Overtime

Application Question(s):

• Why are you applying for this position at Envizion IT?

Education:

• High school or equivalent (Preferred)

Work Location: Multiple Locations