IT Support Technician

OVERVIEW

As an IT Support Analyst, you will be an integral part of the IT Support team, and more specifically, part of our Operations Support organization. Your focus on the user experience, customer relationships and technology problem solving will enable us to provide our colleagues the customer experience that they deserve. A successful analyst in this position will take a hands-on approach to solving complex problems, demonstrate technical depth, thrive in a fast-paced environment, and possess a superb communication style. You will possess a proficient level of expertise with end-user device hardware, software and operating system, and demonstrate broad experiences with networking, Active Directory and productivity suites in an interactive media company.

KEY RESPONSIBILITIES

Your talents, skills and experiences will be used as building blocks as you:

• Demonstrate versatility across the technical spectrum where we use hardware and software tools to solve problems while supporting, installing and maintaining PCs, LANs, server hardware, operating systems, software and related IT peripherals
• Install and maintain hardware and software systems while providing positive customer experience with each interaction
• Take ownership and resolve user issues, both hardware break-fix and software
• Deliver within an agreed SLA with excellent customer service skills
• Possess fundamentals of network, mobile devices and desktop administration, installations, upgrades, techniques, tools, materials, and equipment
• Handle multiple projects/priorities in a fast-paced dynamic environment
• Work with vendors/implementation partners as needed
• Completes routine work orders, PMs, and documents problem/resolution paths in supportive software systems
• Provides remote or desk side resolution to end users as needed
• Contributes to knowledge base documentation
• Provides some end user education as required
• Assists in projects as technical resource as required
• Identifies, investigates, and resolves users problems with computer software and hardware
• Troubleshoot system and network problems

QUALIFICATIONS / KNOWLEDGE, SKILLS & ABILITIES

Requirements:

• Associate degree in Business or Technology (or related area) or equivalent combinations of education and experience
• 1-3 years’ experience in a Service Desk business environment or equivalent combinations of education and experience
• Excellent customer support skills
• Strong sense of ownership and problem-solving skills
• Strong written and verbal communication skills with the ability to present technical details across a variety of audiences

Desired Qualifications:

• Experience working in a technical support/customer relationship position
• Ability to remotely troubleshoot and solve difficult problems
• Experience with Windows, Mac, iOS and Android end-user devices
• Knowledge of the Genesys IVR/Telephony systems
• Ability to work well with people in understanding and resolving problems in high-pressure situations
• Ability to prioritize and schedule workload and work independently with minimal supervision
• Comfortable with conflict resolution as with dealing with customers who are upset over an equipment issue
• High level of curiosity in understanding the underlying business and the problem we want to solve using technology

CAREER PATH

Options include Workforce Resource Coordinator, Customer Service Supervisor, Business Performance Manager, IT Support Analyst Lead, Systems Admin

OTHER REQUIREMENTS

The individual in this role must be able to meet the following essential physical requirements, with or without reasonable accommodation. This position requires the ability to:

• Communicate with others, including by telephone, text, and email.
• Stand for prolonged periods.
• Lift and carry up to 30 pounds.
• Push and pull up to 30 pounds.

DISCLAIMER

IV Media/ShopHQ is an equal-opportunity employer. We are committed to complying with all applicable laws providing equal employment opportunities to individuals regardless of sex/gender, sexual orientation, age, disability, race, color, ethnicity, religion, creed, national origin, or other protected characteristics as defined by state, federal, or local law.

This job description is intended to convey the general nature and scope of the position and not to be construed as an exhaustive list of all responsibilities, duties, and skills required. All employees may be required to perform duties outside of their normal responsibilities as needed, and IV Media/ShopHQ management reserves the right to amend the duties and responsibilities of this role at any time to meet business needs.