IT Support Technician

Solve complex incidents by applying known documented solutions and processes

Ability to work issues to completion with minimal direct supervision.

Adaptability

· Perform all tasks related to the day-to-day operations

· Work in a fast-paced environment, focusing on customer success and driving issues to resolution across several support channels: phone support, chat support, case support, local or face to face support

· Maintain and demonstrate 100% compliance with all written security policies, SOX procedures, and change management controls

· Adapt quickly to new technology and business requirements in a dynamic global environment

· Attend and complete all team training and seek work with others to expand skillset

Customer Service

· Utilize attentive listening to understand the needs of the customer and empathize with them

Communication and collaboration

· Communicate with different audiences, regardless of technical understanding, across several communication mediums/channels to include but not limited to: instant messaging, emails, video conferencing, or face to face support

· Communicating in different settings and methods including team meetings, conference calls, email, instant messaging, and social media.

· Contribute to ensuring content accuracy and updating internal and customer support documentation as needed

· Partner with the team and business partners to learn new skills, ask for help, and escalate as needed.

Detail Oriented

· Complete and submit timesheets and time tracking each week

· Maintain calendar hygiene by accepting and/or declining meetings and only inviting those needed

· Maintain and demonstrate 100% compliance with all written security policies, SOX procedures, and change management controls

· Follow all support documentation and standard operating procedures

Required Skills:

· 2 years of experience in a desktop support function in a medium to a large enterprise environment

· Ability to balance multiple needs/tasks across various audiences

· Understanding of business processes and ability to translate business requirements

· Strong verbal and written communication and documentation

· Strong team player with customer success focused mindset

· Strong troubleshooting and problem-solving abilities

· Strong adaptability to change

· Must be self-motivated and able to work in a fast-paced environment

Preferred Skills:

Experience with macOS, Windows, iOS, and Android

Job Type: Full-time

Pay: $30.00 - $32.00 per hour

Schedule:

• 8 hour shift

Experience:

• Help desk: 2 years (Preferred)
• Windows: 3 years (Preferred)
• Mac OS: 1 year (Preferred)
• Computer hardware: 3 years (Preferred)

Work Location: One location