Sr IT Support Technician - IT Store Support

Pay Range: $ hourly

NFM’s Sr. IT Support Technician acts in a lead position for all Technology Support technical staff. Provides a variety of technical support functions for assigned location. Support includes break-fix repair, installation, configuration and testing of computer systems and peripherals within established guidelines. Works with internal partners to understand hardware and peripheral needs for upcoming projects. Orders and maintain inventory of computer and telecommunications equipment.

Acts as top escalation point for Technology Support Technician.

• Monitor:
  Coordinates the work activities of other Technicians in the completion of projects, tasks and break/fix issues
• Manage:
  Ensures staff are focusing on meeting or exceeding established metrics
• Supervise:
  Monitors ticket database to ensure all work order tickets are completed within expected time frames
• Investigate:
  Conducts research on new technology being considered for development projects
• Examine:
  Conducts research to locate new equipment that meets customer’s needs
• Solve:
  Acts as escalation point for problem resolution that is above the skill level of Level I, II and III technicians
• Advise:
  Mentors Level I and Level II Techs and other support staff on troubleshooting and remote problem resolution

Your work will directly impact our ability to help people create a lifestyle they love, for the people they love—because that’s what we love.

• Associate degree in Information Systems, related field or equivalent experience
• 5
  -7 years’ experience with communications devices and computer related hardware; installation, diagnosis and repair
• Comp TIA A+ or related certification
• CCNA, A+ required
• Valid driver’s license and acceptable driving record.
• Experience in mentoring staff
• Demonstrated Project Leadership skills
• Demonstrated Leadership/Supervision skills
• Ability to accomplish routine tasks and make decisions with limited supervision / review by others
• Available to provide on-call support 24 hours per day, 7 days a week as needed
• Technical skills – fundamental understanding of operating systems of end-user devices and the relationship to application software and network connectivity with the ability to apply them for the completion of routine assignments
• Ability to work with fundamental mathematical concepts
• Pre-employment screening includes, but isn’t limited to, criminal background check