Support Technician

This role will be split between on-site and remote work. A typical week in this position involves three days on-site at one client’s location, with the remaining two days split between remote desktop support from home and emergent on-site calls for other Triad-area clients.

An individual aligned with this role, and our team, will exhibit personal integrity and a commitment to excellence in their work. We are seeking someone who is reliable, responsive to client needs, and shows great care for little details that make a big impact. A positive attitude, specifically the desire to learn new things in an ever-changing technical landscape, enjoyment from working with people as a team, and the ability to grow from failure, is needed to succeed in this environment.

CORE RESPONSIBILITIES:

As a Support Technician, you will be part of the frontline technical support team. Your responsibilities as part of this team include:

• Provide engaging support to end-users in-person, by phone, and over email.

• Identify, assess, and fix issues with computers, peripherals, applications, digital file systems, phones, and networks.

• Implement and configure new computer systems, including peripheral equipment and network equipment.

• Maintain a high standard of care and positive relationships with clients, including knowledge of client environments and critical operations.

• Manage new and existing user accounts, including assigning proper security permissions and assisting with logins for file, email, and VoIP systems.

• Help complete onboarding and offboarding processes in client environments.

• Assist the team with large-scale project implementation, such as service migrations with local domains, cloud services, and vendor changes.

• Serve as a knowledgeable liaison between clients and technical vendors.

• Perform routine maintenance on managed devices, including appropriate firmware and driver updates.

• Document new findings and maintain the existing knowledge base.

• Record time and actions taken accurately in our PSA ticket system.

• Act as a friendly technical consultant with the customer’s best interests in mind.

• Work with the other members of the frontline support team.

To succeed as a Support Technician, you must possess or have experience with the following:

• Excellent verbal and written communication skills.

• A valid driver’s license.

• Experience in a customer service role.

• Experience with Windows operating systems.

• Experience with computer hardware and peripherals.

• Experience troubleshooting computer applications.

• Understanding of network protocols, such as DHCP and DNS.

• Understanding of basic industry security standards such as MFA and the ability to identify phishing emails.

PREFERRED SKILLS:

An ideal candidate for this position would have at least some of the following:

• Experience in a professional office environment.

• Experience in an IT Support role.

• Experience with all-in-one printers.

• Experience with network hardware, such as firewalls, switches, and access points.

• Experience with Microsoft 365 user management.

• Experience with SharePoint.

• Experience with on-premises servers and Active Directory.

• Experience with VoIP solutions.

• Experience with macOS operating systems.

• Experience with file backup systems.

• Experience with cybersecurity standards and implementation.

• Graduated from an accredited institution with a degree in an IT-related field.

CERTIFICATION:

• Microsoft Certified: Azure Fundamentals (Preferred)

• CompTIA A+ (Preferred)

• CompTIA Network+ (Preferred), * High school or equivalent (Required)

Experience:

• Help desk: 1 year (Required)
• IT support: 1 year (Required)

Language:

• English (Required)

License/Certification:

• CompTIA Network+ (Preferred)
• CompTIA A+ (Preferred)
• Microsoft Certified: Azure Fundamentals (Preferred)

Greensboro, NC 27405 Hybrid work $38,500 - $41,000 a year - Full-time, Pulled from the full job description

• Professional development assistance
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off, * 401(k)
• 401(k) matching
• Health insurance
• Paid time off
• Professional development assistance

Benton Technology Solutions is a family-owned business operating primarily in central North Carolina. Entering our seventeenth year in business, our company is growing further and seeking an entry-level Support Technician to grow with us.