IT Support Technician

This position is responsible for providing technical support by working with our associates to troubleshoot problems related to the desktop-computing environment. The position requires excellent communication, technical and interpersonal skills as well as the ability to provide superior support and service to a wide range of internal contacts. We need an outgoing, friendly and service-minded individual who works well in multiple environments, is enthusiastic, motivated, has integrity and professionalism.

• Answer direct calls to the Helpdesk for IT support
• Create support tickets for all issues reported via phone and e-mail
• First point of contact to help desk tickets making sure ticket has necessary information to resolve or elevate to 2 nd level. If escalated, review resolutions to gain understanding of the issues.
• Resolve incidents using existing documentation and pre-defined procedures.
• Identify and suggest possible improvements to documentation and procedures.
• Follow-up and update customer on the status of tickets.
• Support our associates with all applications including the company’s ERP system and other business applications.
• Assist where needed by conducting new hire on-boarding (equipment, account and configuration preparation).
• Assist where needed with installing or configuring software necessary to user roles.
• Combine a broad range of technical expertise with an overriding concern and urgency for excellent customer service.
• Troubleshoot email and internet connectivity issues (Office 365, Outlook).
• Assist with special projects as requested.

• 2+ years experience IT Help Desk
• Familiar supporting ERP system and other business applications (BI, CRM, etc.).
• Knowledge of Windows 7 through Windows 11, and PC hardware and peripherals
• Experience with Microsoft Office and Office 365.
• Working knowledge of Active Directory, Group Policy, DNS, DHCP, and printers
• Must be comfortable training/guiding end-users in a broad range of technologies.
• Excellent verbal and written skills, the ability to communicate clearly and professionally.
• Strong organizational/analytical skills and attention to detail.
• Must be passionate about troubleshooting and technical support.
• Very organized and detail oriented, with a high degree of accuracy and follow-up.
• Self-starter able to handle multiple tasks and deadlines with minimal supervision.
  
  Experience working in a team oriented, collaborative environment.
• Schedule flexibility, responsibilities may require occasional evening and weekend work.
• Must have valid Driver’s License and clean driving record as there may be a need to visit remote locations.
• Assist with user moves that require the relocation of IT assets (lifting, bending and squatting)

• Associates degree in computer science or equivalent experience preferred
• A+ certification preferred.
• Entry level Microsoft certifications preferred.
• Entry level Network certifications preferred.