IT Support Technician

The Opportunity:

In this role, you will serve as a Technical Support Professional and will work with our Information Technology team. You will provide technical assistance to users in Michigan, Indiana and Ohio, managing support tickets, and resolving issues both in person and over the phone.

Responsibilities:

• Provide technical support in an efficient and accurate manner using ticketing system, phone, and in-person support to end-users across multiple offices.
• Regular travel is required to regional office locations (MI, IN, OH) to provide in office support (expectation is 1 trip per week or every other week, some travel will require an overnight stay to out-state locations).
• Document and track user issues and resolutions in the ticketing system.
• Provide technical support for various software applications.
• Install, modify, and repair computer hardware and software.
• Run diagnostic programs to resolve problems.
• Configure new computers, tablets, desk phones, mobile phones, digital signs, televisions, printers and other equipment as requested.
• Capture and restore computer images.
• Maintain hardware by performing various maintenance and installing updates.
• Troubleshoot video conference systems.
• Properly escalate complex issues to the next level of support.
• Ensure proper recording, documentation and closure of each issue/request.
• Complete procedure or documentation modifications or improvements.
• Create new instructional documentation.
• Present IT orientation to new hires.
• Maintain Equipment Inventory logs.
• Purchase equipment inventory.
• Participate in team meetings and contribute to continuous improvement initiatives.

Requirements:

• 1-3 years’ work experience in a customer service role, preferably in a technical support environment.
• Basic understanding of computer systems and networks.
• Experience in a networked environment is a plus.
• Competent using Microsoft Office 365, Windows 11.
• Experience with Apple and Android phones and tablets.
• Experience with a ticketing system such as Zendesk or ServiceNow is a plus.
• Consistently punctual and able to fulfill an 9-hour work day.
• Works well with others as an integral part of a team.
• Self-motivated and works independently with limited supervision, as needed.
• Self-initiative to clarify and verify assignments and to seek help when necessary.
• Communicates clearly, concisely, and with sufficient definition to avoid ambiguity.
• Willingness to learn and take on new projects and responsibilities.
• Excellent customer service skills, works well with both peers and also diverse professionals at multiple seniority levels.
• Successful at time management, prioritizing work, and meeting reasonable deadlines in a challenging work environment
• Ability to reprioritize throughout the day as urgent needs arise
• Strong organizational skills, ability to prioritize, manage workloads, maintain accurate and detailed record-keeping skills, documenting safety concerns, and problem resolutions.
• Comfortable communicating via phone, text, email, and Microsoft Teams video calls
• Excellent computer troubleshooting skills, able to think outside of the box to resolve issues without a written process to follow.
• Excited to learn new programs/processes/technology and grow professionally
• Has a general aptitude for identifying and resolving complex technical problems, utilizing critical thinking and logical reasoning.
• Demonstrates ethical conduct, maintaining confidentiality and ensuring safety and security in all aspects of work, strict adherence to safety protocols and guidelines, fostering a safe working environment for yourself and others.

SME's Core Values:

• Honesty and Integrity
• Respect
• Selfless Service
• Teamwork
• Practical Solutions

Benefits:

At SME, we believe that taking care of our employees is the cornerstone of our success. Our commitment to your well-being goes beyond a job- it is about helping you thrive both personally and professionally. We offer a benefits package that is not simply meeting an expectation, but a key component of your overall job satisfaction. The following list highlights many of the benefits SME offers its employees.

• SME provides Medical, Dental, and Vision after 30 days of employment.
• SME covers the premium cost of medical insurance so that you and your families never have to worry about the costs of healthcare.
• 401k match
• Yearly profit sharing that goes directly into your 401k
• Yearly performance bonuses
• Yearly wage evaluations
• Flexible Spending Account
• Tuition Reimbursement
• Competitive Paid Time Off
• Volunteer Time Off

Education

• High school or better

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)