IT Support Technician

The IT Support Technician provides superior customer service through service desk support - identifying, troubleshooting, and resolving or escalating customer issues and requests. The primary focus of this role is the service desk, with field support provided as needed. On-call coverage on a rotating basis is required., * Develop and maintain strong relationships with customers by making their needs a primary focus.

• Respond to telephone calls, emails, and tickets with professionalism and courtesy within established response guidelines.
• Instruct users on appropriate action regarding solutions to problems and maintenance through excellent written and oral communication skills.
• Use and maintain tools and documentation (knowledge base, FAQs, WIKI, etc.).
• Diagnose and troubleshoot equipment, hardware, network, and software-related issues in a timely manner.
• Provide on-site field support at customer locations when needed.
• Research, document, and resolve issues to meet SLA requirements and escalate if necessary.
• Maintain familiarity with all products and services offered.
• Remain current with changing technology as it relates to customer support.
• Follow appropriate workflow and time management while maintaining customer focus in all activities while providing high-quality customer service.
• Maintain ownership and follow through on all customer issues until those issues are resolved.
• Responsible for entering time and expenses in Sandwire systems as it occurs and submitting them for approval by the designated deadline.
• Provide additional shift coverage when required.
• Generate creative solutions and approaches to issues and organizational processes.
• Manage performance to achieve expected results.
• Exemplify and promote Sandwire values.
• Actively demonstrate reliability by maintaining a consistent work schedule.
• Required to carry on-call responsibilities on a rotating basis, which may include occasional holidays.
• Perform other duties as assigned.

Do you have a valid Driver’s License license?, Do you have experience in Customer communication?, * CompTIA A+ and Security+ certifications or comparable operational skills preferred.

• CompTIA Network+, Microsoft certification, or comparable skills are required.
• Advanced experience in desktop support of complex issues.
• Advanced understanding of DNS, DHCP, TCP/IP, printers, drivers, network connectivity, etc.
• Advanced experience supporting and troubleshooting network infrastructure: Firewalls, NTP, LDAP, SSL, VPN, etc.
• Advanced understanding of routing and switching.
• Advanced experience with Datto RMM or similar remote management, asset management, AV agents, and monitoring status of managed servers or workstations.
• Advanced understanding of Microsoft Exchange, Active Directory, SQL, SharePoint, and Microsoft 365.
• VMware certifications, including vSphere, or comparable skills are preferred.
• Passion for helping people and creating a positive customer experience.

General Knowledge, Skills, and/or Abilities

• Excellent written and verbal communication skills with professional demeanor.
• Dedicated customer service and support.
• Strong organizational and prioritizing skills in order to meet SLAs and KPIs.
• Strong troubleshooting capabilities with the ability to define problems, collect data, establish facts, and solve practical problems in a timely manner.
• Ability to apply operational level of subject matter knowledge to solve a variety of common IT and business issues.
• Demonstrate leading support and enthusiasm for change and innovation.
• Ability to identify and understand issues, problems, and opportunities even with limited information, and make appropriate and timely decisions.
• Thorough and resourceful in completing tasks independently.
• Must have a reliable personal vehicle and a valid driver’s license for travel to customer sites., The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The team member is frequently required to sit, stand, talk, and type. The employee is occasionally required to operate in cramped and confined spaces and lift/carry up to 40 lbs.

Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Vision insurance