IT Support Technician

Job Description

Support Technicians provide front-line technical support to end users, troubleshoot server and network systems, and dispatch to on-site clients to troubleshoot and remediate issues. This position performs repairs to software or peripheral equipment configurations, following design or installation specifications. Support Technicians escalate issues to senior staff members. The Support Technician will interact with users, including C-Level or Executive client contacts, so professional verbal and written communication skills are a must.

Occasional training of end users and new team members is required. Strong decision-making, problem-solving, multi-tasking, and planning skills are utilized to provide excellent customer service in a fast-paced environment. Support Technicians work both as a team and as individual contributors, serving as advanced problem solvers with creative solutions that focus on long-term stability. Attention to detail is required to complete tickets in accordance with company standards.

The desire to learn and the ability to absorb new skills and information are key to this position.

• Provide friendly and positive support for clients over the phone and in-person that exudes personal touch and professionalism
• Communicating effectively with co-workers cross-functionally via Microsoft Teams
• Extraordinary focus on customer service
• Keen ability to problem-solve
• Ability to interact in a variety of situations, including customer service, orientations, training, and networking
• All positions require the successful completion of a criminal background check, and further background checks if the position involves access to sensitive information or secure facilities
• Applicants for this position must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check and maintain CJIS eligibility. Due to CJIS requirements related to system access, the following will result in being disqualified for this position:
  Felony Convictions, Felony Deferred Adjudication, Class A & B Misdemeanor Deferred Adjudication, Class B Misdemeanor Convictions, Open Arrest for any Criminal Offense, and Family Violence Convictions

• IEG pays a portion of employee premiums for Medical, Dental, and Life Insurance
• Vision Insurance
• AD&D Insurance
• Short-Term and Long-Term Disability Insurance
• Flexible Spending Account and Health Savings Account
• Matching 401k