Mst2 Service Technician--internal Candidates

Position Summary:  The Service Team Technician is responsible for handling tier 1 and some tier 2 support service requests in our Network Operations Center (NOC).  This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software. 

Skill Requirements:  The Service Team Technician requires:

• Exceptional communication skills.
• The ability to multi-task, prioritize, and adapt to changes quickly.
• The drive to build Client loyalty through transparency and vulnerability.
• Knowledge of computer systems and the ways people use them.
• The ability to install and/or troubleshoot OSs, applications, hardware/software.
• The experience necessary to troubleshoot firewalls, switches, and other network devices in a business environment.
• Problem solving skills.
• Teamwork and communication skills.
• Knowledge of computer security and the ways to keep users safe.
• A passion for creating and updating documentation.

Essential Duties and Responsibilities:

The Service Team Technician will:

• Be actively engaged in a professional growth plan.
• Analyze system logs and identify potential issues with computer systems.
• Apply operating system updates, patches, and configuration changes.
• Install and configure new hardware and software.
• Add, remove, or update user account information, resetting passwords, etc.
• Answer technical queries and assist users.
• Be responsible for securing workstations, servers, and network.
• Document the configuration of workstations, servers, and network and user changes.
• Troubleshoot any reported problems.
• Fine tune system performance for Clients.
• Ensure that the network infrastructure is up and running.
• Train users on proper ticket procedures and computer usage.
• Mentor Teammates to grow knowledge and skills to the next level
• Assist with projects as needed.

This is not a comprehensive list of the responsibilities and duties associated with the position.  Additional tasks may be assigned to the Teammate from time to time and the scope of this position may change as necessitated by business demands.

Measures of success

We feel it is important to know what it means to be successful in this position.  This is what success looks like for someone in this job:

• Client satisfaction scores.
• Teammate utilization