IT Tech Support Level I - Billings

• Be responsible for providing “WOW” Customer Service to our clients.
• Provide second tier support for DIS Clients.
• Work closely with technical staff to complete service tickets and tasks.
• Assist in supporting client wired and wireless network infrastructure, including servers, PCs, printers, firewalls, switches and security.
• Assist with planning and consulting with current and potential clients.
• Make sure PSA software is current with service tickets and correct company information.
• Demonstrate documenting of resolutions to service requests and client network information.
• Demonstrate a positive attitude toward all clients, DIS staff and vendors.
• Demonstrate strong communication skills
• Protect the confidentiality of DIS and client data and documents at all times., * Be able to design and build an Active Directory network with DHCP, DNS, VM, GP’s, firewall, and switch configuration.
• Follow up with clients after work has been completed to ensure the client is very satisfied with our IT support, systems, and services.
• Display professionalism in your appearance, words, ticket notes, and actions.
• Responsible for the availability and security of client’s technology infrastructure.
• Perform troubleshooting of problems in hardware, software, peripherals, and communications.
• Provide phone and in-person advice to users in areas such as e-mail, desktop applications, and project-specific applications.
• Monitor and create service tickets based on alerts.
• Evaluate network performance issues including utilization, throughput, and latency; planning and executing the selection, installation, configuration, and testing of equipment; following network policies and procedures; establishing connections and firewalls; escalating problems in an efficient and timely manner.
• Maintain network performance by performing network monitoring and analysis, and performance tuning, troubleshooting network problems and escalating problems when necessary.
• Follow and maintain standards for hardware and software installations.
• Responsible for performance and alert monitoring.
• Software compliance - Make sure all software licenses are current, compliant and keys and quantities are recorded.
• Research, plan, implement, and track projects and customer requests.
• Advise client of potential security issues.
• Install and support desktop and server technologies.
• Accomplish DIS and client goals by accepting ownership for new and varying requests, exploring opportunities to add value to our services.
• Maintain client’s computing environment by identifying network requirements, installing upgrades, monitoring network performance.
• Communicate with all clients and DIS management in a professional manner.
• Provide documentation and time entries of all work performed in a timely manner.
• Approve updates for Windows and third-party patching.
• Be up to date on all trouble tickets and IT Projects for which assigned.
• Perform monthly test restores to ensure client data is being backed up.
• Take part in DIS after hours emergency on call rotation.

ADDITIONAL DUTIES

• Participate in Professional Services Automation software training courses and pass all assigned tests with a grade of 80% or higher.
• Schedule time and resources for projects needing completion.
• Timely submit invoice and expense information into the service ticket and track all purchases via the company credit card by completing the credit card tracking sheet.
• Assist with tracking and invoicing of hardware and software purchased and installed.
• Responsible for passing leads and quote opportunities to proper staff.
• Participate in daily huddles and communicate status of tickets to team and IT Managers.
• Provide technical support for DIS supported software systems.
• Maintain a clean work environment in office and desk area.
• Always maintain a professional appearance and personal hygiene.
• Read, understand, and follow all aspects of the DIS Employee Handbook.
• Adhere to all DIS Core Values
• Follow industry compliance requirements such as CJIS and HIPAA.

Business Conduct

• All corporate and client data is considered confidential and will not be discussed outside DIS Technologies’ work environment, and then only with the appropriate employees of DIS Technologies on a need-to-know basis.
• All corporate and client information, prospect lists, etc. whether in paper or electronic form, are the property of DIS Technologies.
• The employee agrees to sign a one-year non-solicitation agreement, agreeing not to solicit, or accept business from any client of DIS for a period of one year, following the termination of employment, regardless of the reason for termination.
• If the IT Support Technician wishes to pursue any “moonlighting” opportunities that compete with services provided by DIS Technologies, each opportunity must first be discussed with DIS Technologies management for prior approval.
• Must adhere to DIS Technologies Core Values

DIS Core Values

• Honesty - Be honest in all we do, with both fellow employees and clients. If you can’t be trusted, you don’t belong here.
• Customer Oriented - Think like a client. How would you want to be treated? What is in their best interest?
• Loyalty - Be loyal to each other, the company, and the clients.
• Compassionate - Respect, appreciate and care about each other. No grudges or hidden agendas.
• Success Driven - Successful people are on-time, hardworking and goal oriented.
• Positive Attitude - A positive outlook brings joy to you and to others.

At DIS, you’ll work for an amazing technology company with growth opportunities, great benefits, and talented, passionate co-workers. Our ideal candidate will be an experienced IT Support Specialist. You will be a motivated, natural problem solver with the ability to work in a fast-paced environment. A PASSION FOR TECHNOLOGY AND PROVIDING OUTSTANDING CUSTOMER SERVICE IS ESSENTIAL.

Pulled from the full job description

• Health insurance
• Retirement plan
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance, * Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Retirement plan
• Vision insurance