IT, Implementation, and Support Technician I

Provides first line end-user IT support to SBM employees, both locally and remotely. Responsibilities include answering support phone calls and tickets for multiple IT supported services and environments including desktop, mobile devices, networks, telephony, applications, access, and general use questions. Responsible for working through and directing end users towards our helpdesk-ticketing queue. Responsible for escalating tickets that cannot be solved directly or directing to the correct process as required.

Roles & Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned.

End-user & Technical Support

• Provide first level support for the 4insite platform & IT related problems as the first line of contact into IT using technical knowledge and remote support tools to assist.
• Manage ticket queue triaging & assignment in coordination with higher tier technicians, other IT teams, or other departments.
• Act as the first-level resource to manage incoming tickets, phone calls, and voicemail replies
• Provide end user training & guidance in self-service, best practices, applications, and operating system fundamentals.

Implementation & Deployment Support

• Collaborate with Implementation Managers to onboard new clients, sites, or modules onto the 4insite platform.
• Support area profiling, manage & input scope-of-work details.
• Travel to customer sites (up to 20%) & document updates to support implementations & transitions and field support.

Asset & Device Management

• Deploy and configure hardware (e.g., mobile devices, laptops) and software applications.
• Configure devices, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements; participate in the PC Imaging process for desktops and laptops.
• Monitor asset assignments and ensure accurate reconciliation between users and equipment.

Communication & Coordination

• Investigate, document, and attempt resolution of incidents related to systems, access, or application issues, including OS, MS Office, or other SBM supported internal applications such as 4insite.
• Investigate, document, and facilitate resolution of requests related to systems, access, licensing, or general IT requests in liaising for other IT teams.
• Log all support interactions and maintain operational procedures as detailed in internal documentation, SOPs, and policies.
• On-call and after-hours maintenance participation may be required.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Other duties, responsibilities and activities may change or be assigned at any time with or without notice., Associate (2-year) degree, with a technical major, such as computer science, or two years related experience and/or training; or equivalent combination of education and experience

Certificates, Licenses, Registrations

May be required to have a valid driver’s license

CompTIA A+ or equivalent preferred

Knowledge, Skills, and Abilities

Basic knowledge of Microsoft products, laptop computers, and mobile devices.

Basic knowledge of enterprise computing environments and concepts (E.g. Active directory, networking)

Basic knowledge of basic computer administration tools and processes (E.g. Remote-control software)

Fundamental understanding of an operating system

As systems are changed and upgraded it is required to stay current on knowledge of the environment being supported

Excellent customer support skills

Supervisory Responsibilities

This position has no supervisory responsibilities.