IT Technician (Level I/II)

The IT Technician’s role is to ensure system operation and functionality so that end users can accomplish business tasks. The objective of the IT Technician will be to respond to support requests in a timely manner, be the initial reference point for all IT-related tickets, and to ensure the satisfaction of the end user, among other technical duties.

IT Technicians are expected to display good interpersonal skills as they will interact with colleagues from various departments, executive levels, and customers daily., * Assist with queueing tickets by answering help desk telephones.

• Documentation of work performed and other technical information for our clients.
• Mobile device email setup and troubleshooting (Android, iPhone, and others).
• Desktop Maintenance, Troubleshooting, OS install, and new Desktop setup.
• AD, Exchange, Azure/Entra or other cloud portal password reset.
• Installation and troubleshooting of Third-Party applications.
• Microsoft Office installation, product activation, and troubleshooting.
• Network troubleshooting and configuration, including wired and wireless networks.
• Office 365 user set up and configuration.
• Email and Spam troubleshooting.
• Printer troubleshooting, configuration, repair, and installs.
• Basic understanding how to remove/troubleshoot viruses and malware.
• Ensure electrical safety standards are met.
• Repair or replace damaged hardware.
• Establish good relationships with all departments and colleagues.
• Conduct backup operations.
• Escort Vendors within client facilities (Co-Location DCs require Access Approval from Client)
• Reboot, Restart, or Power Drain Assets
• Site Audits for Inventory, Assets, Patching, etc.
• Asset Tagging and Labelling
• Unpack Assets following Delivery, Pack Assets for Shipment
• Maintaining Asset Information (Make, Model, SN, Host Name, etc.)
• Maintain and Handle Tape or Removable Media Services
• Travel throughout the US is expected on an as-needed basis.
• After-Hours rotation will be required.
• Additional duties as assigned.
• Duties and responsibilities may change, and new ones may be added, at any time with or without advanced notice., A Level 2 IT Technician’s primary responsibilities include remote/onsite support for workstations, servers, firewalls, and routers while communicating with the customer throughout the process. The candidate must be able to perform a wide variety of IT support issues, ranging from desktop support to complex server and network issues., * Handle ticket escalations ranging from server support, network issues, and software installation.
• Ability to set up, configure, and troubleshoot Windows Server and related issues.
• Troubleshoot and resolve firewall, router, and other network related issues.
• Perform on-site installations / repairs, as necessary.
• Provide exemplary customer service in a timely manner to foster client loyalty.
• Record, track, and document the help desk problem-solving process including actions taken through to the final resolution.
• Follow proper escalation procedures to ensure resolution of problem tickets.
• Ensure electrical safety standards are met.
• Repair or replace damaged hardware.
• Establish good relationships with all departments and colleagues.
• Conduct backup operations.
• Additional duties as assigned.
• Duties and responsibilities may change, and new ones may be added, at any time with or without advanced notice.

• Basic Computer Skills (Light hardware Installation; Common applications knowledge)
• Customer services focus on resolving issues with customers via calls.
• Strong and consistent communication with customers, by phone, email, and in person.
• Strong written skills.
• Ability to think outside the box.
• Basic understanding how to remove/troubleshoot viruses and malware.
• Basic backup understanding and troubleshooting.
• Identifying basic technology solutions based on analysis of customer support needs.
• Background experience using RMM tools is a plus but not required.
• Familiar with using trouble ticketing systems is a plus but not required.
• Recommended certifications, but not required: MCP, A+, Network +, Server +., * Medium work: Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for Sedentary Work and the worker sits most of the time, the job is rated for Light Work.
• Talking: Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly
• Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction and having the ability to receive detailed information through oral communication and making fine discrimination in sound.
• Repetitive motions: Making substantial movements (motions) of the wrists, hands, and/or fingers., * Bachelor’s degree in computer science or related field preferred.
• Minimum 1-3 years IT experience.
• Familiar with Microsoft Server technologies (Active Directory, Hyper-V, Exchange, and SQL.)
• Familiar with business-class network technologies such as TCP/IP, VPNs, VLANs, and QoS.
• Interpersonal skills: such as telephone, communication, active listening, and customer care.
• Must have experience in testing, repairing, and maintaining low voltage equipment.
• Knowledge of Microsoft Operating Systems / Office Applications / Ethernet Networking.
• Ability to meet daily goals.
• Recommended certifications, but not required: MCP, A+, Network +, Server+.

Working Conditions:

Minimal: The worker is not substantially exposed to adverse environmental conditions (as in typical office or administrative work). There will be a need to perform duties inside of a data hall, where cool or warm environments, along with noise, are present. The workers may be standing while in data halls.

Physical Requirements:

• Medium work: Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for Sedentary Work and the worker sits most of the time, the job is rated for Light Work.
• Talking: Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly
• Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction and having the ability to receive detailed information through oral communication and making fine discrimination in sound.
• Repetitive motions: Making substantial movements (motions) of the wrists, hands, and/or fingers.

Requirements:

1.) Includes all tasks and duties as described above.

2.) Ability to troubleshoot issues with computing devices, printers, tablets, and phones.

3.) Resolve all client incidents based upon technician’s individual skill level.

4.) Obtain partner training certificates.

5.) Assist in System Administrator duties for Spartech internal use.

6.) Participate in On-Call/After Hours duties on a rotation schedule.

7.) Desired, but not required, certifications:

a.) CompTIA A+ Core 1 and 2

b.) Microsoft 365 Fundamentals

Minimal: The worker is not substantially exposed to adverse environmental conditions (as in typical office or administrative work). There will be a need to perform duties inside of a data hall, where cool or warm environments, along with noise, are present. The workers may be standing while in data halls.

Spartech Solutions LLC is an Independent Supplier of IT Hardware and Support Services for all IT Solutions. We offer a wide variety of Enterprise Hardware Solutions and specialize in many hard-to-find spare parts as well as Professional Services that are sure to fit your needs.

Spartech Solutions was founded with the goal of putting a “Personal Touch” on a business relationship and specializing in excellent service. With a combined 25+ years of experience in the IT community, we are a rapidly growing new company with a very experienced and dedicated staff. We pride ourselves on our grassroots mentality and friendly, open staff. Spartech offers customers an easy to navigate website for shopping convenience, free ground shipping within the US, extended warranties, professional services, custom-fit configuration services, and hardware support services (phone or on-site.)

Spartech is sure to be an industry leader within its core product lines. In a market where price is an issue, Spartech rises above the bar, and not only offers competitive prices, but provides outstanding detailed customer service, priding itself on a unique style of doing business by selling more than just IT products.