Level 1 Technician

Description

Are you passionate about technology? Do you have a knack for customer service? Are looking for an opportunity to get your foot in the door with a great company where you can grow your career? We are a fast-growing Information Technology Service Provider that serves as the outsourced IT Department for businesses of various sizes. In addition to tech support, we manage every aspect of technology used by our diverse range of clients and are responsible for their computing environments 24×7/365. We are looking for a hardworking, flexible, and talented individual to provide end user support to our clients. This position requires availability for a flexible 8-hour workday, between 9:00 AM to 5:00 PM Eastern Time, Monday through Friday with the understanding that certain things in the IT world need to be done afterhours to
not disturb client operations during business hours. Additionally, this position does require the tech to be “on call” for one week at a time, every 6 weeks or so depending on the size of the technician team. This means the tech must handle any emergencies reported by a client during after hours including weekends and holidays. The good news is that after hours emergencies rarely happen. This position offers the potential for substantial professional growth in terms of skills and technical knowledge as well as position, and compensation.

Responsibilities

• Provide first level contact and problem resolution for end-user technical issues.
• Solve technical issues using existing knowledge of key technologies and methodical troubleshooting and facilitate repair through existing partners.
• Perform “hands-on” fixes, including installing and upgrading software, installing hardware, and configuring systems and applications.
• Perform “hands-off” fixes (via telephone and with/without remote management tools), including installing and upgrading software, installing hardware, and configuring systems and applications.
• Setup new user domain accounts, e-mail accounts/mailboxes and group membership; configure new user workstations and laptops.
• Enter troubleshooting steps and instructions into our Knowledge Base for future use.
• Provide telephone, remote, and deskside support to end users.
• Maintain client confidence by keeping their information confidential and being discreet when receiving credentials.
• Staying organized by working off tickets assigned in our ticketing system and following protocols to enter time spent working on tickets.
• This position requires the ability to work in a project-based environment requiring flexibility and teamwork.

Required Experiences and Capabilities

• 3 months or more of basic technical support experience
• Some college and/or equivalent technical school and training
• Knowledge of fundamental computer hardware, including desktop PCs, laptops, tablets, mobile phones, modems, routers, firewalls, network switches, wireless access points, uninterruptible power supplies, servers, and printers
• Experience with or comfort learning multiple operating systems such as Windows 10/11, macOS, iPadOS, iOS, tvOS, Android, Windows Server
• Proven analytical, troubleshooting, and problem-solving skills
• Proven ability to multi-task, effectively determine priorities and meet SLA’s
• Excellent communication relationship-building and internal customer service skills
• Demonstrated ability to function in a non-scripted helpdesk environment. This position requires the ability to examine, question, explore and troubleshoot a variety of issues
• Willing and able to learn ‘X’ software (multiple versions) quickly and troubleshoot a wide variety of problems to grow within the company
• Willing and able to learn constantly and obtain training and certifications to develop your skillset to grow within the company
• Have access to a private, quiet, and professional appearing working location with strong internet connectivity for work-from-home scenarios
• Must speak English, bilingual (Spanish) is a plus
• Must have a trusted personal vehicle to travel to and from clients’ offices, when necessary

Work Location

Flexible, must travel locally to client offices and/or our office, as necessary. Working from home is available on certain days, but not for the initial 90 days of employment.

Required Experiences and Capabilities

• Salary w/ annual raises and/or promotions via successful performance reviews
• 17 days (about 2 and a half weeks) annual Paid Time Off w/ cash out option for unused PTO at the end of the year
• Health, Disability, and Life insurance Benefits
• 401K plan
• Other benefits – company-paid training for continuing professional development, flexible schedules available to accommodate school or familial obligations, fun company outings, year-end bonus, gas allowance

If you are still reading, you are intrigued, and we are intrigued. We are constantly collecting resumes for positions we currently have open or will soon have open. If you apply, we will contact you in ten days if you qualify for the second round of consideration.