IT Support Technician

Job Title: IT Support Technician 

The IT Company  is growing, and we are seeking a highly skilled and customer-focused IT Support Technician to join our dynamic team. You will play a crucial role in delivering exceptional technical support to our esteemed clients. If you have a passion for problem-solving, a drive for excellence, and a desire to work in a fast-paced environment, this opportunity is perfect for you! 

A Day in the Life of an IT Support Technician at ITCO 

A typical day involves planning your on-site and deployment schedule for the week and spending most of the day as the "face of the company" at client sites. You'll troubleshoot issues, roll out computer deployments, and handle computer swaps. Each appointment varies, ranging from one-hour tasks to projects spanning two full days, depending on the ticket and client needs. 

Responsibilities: 

Technical Support & Troubleshooting: 

• Provide top-notch technical support to our clients, resolving a diverse range of IT issues efficiently and effectively.
• Utilize your troubleshooting expertise to diagnose and resolve hardware, software, and network-related problems, ensuring minimal downtime and disruption.
• Conduct routine maintenance tasks, including software updates, system backups, and security checks, to proactively prevent potential issues.

Client Interaction & Communication: 

• Respond to incoming support requests via phone, email, or ticketing system, categorizing, prioritizing, and resolving issues promptly.
• Communicate complex information to a non-technical audience, presenting technical solutions in a clear and understandable manner to clients.
• Handle customer concerns in a calm and polished manner, maintaining a high level of professionalism during interactions.
• Concisely describe or summarize problems in writing, including diagnosis and resolution, ensuring clear documentation of client interactions and solutions.

Collaboration & Professional Development: 

• Collaborate with a team of talented IT professionals, sharing knowledge and expertise to enhance the overall capabilities of the support team.
• Stay updated with the latest IT trends, products, and solutions, and provide clients with recommendations to improve their IT infrastructure and operations.

Hardware & Software Management: 

• Strong desktop operating system and applications knowledge, ensuring proficient handling of client workstations and software applications.
• Install, configure, test, maintain, monitor, and troubleshoot end-user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, VoIP phones, and other products to deliver required desktop service levels.
• Strong understanding and experience with all Microsoft Windows Server & Application technologies, ensuring seamless server operations.
• Strong understanding and experience with Microsoft Office365, supporting clients' cloud-based productivity and collaboration needs.
• Fundamental knowledge and understanding of networking technologies including TCP/IP, Routing & Switching, Firewall Policy Management, and Remote Access, to troubleshoot and address network-related issues.
• Knowledge of Virtualization Technologies from Citrix and/or VMware, supporting virtualized environments for clients.

Customer Service: 

• Handle customer service-related tasks for 3 years, demonstrating exceptional customer-centric skills and maintaining positive client relationships.
• Windows and Mac Support Experience for 3 years, providing technical assistance to clients on both platforms.

Requirements: 

• 1-3 Years IT Experience, with a strong background in IT support and service delivery.
• Excellent problem-solving and analytical skills with the ability to adapt to new challenges swiftly.
• Outstanding communication skills, both verbal and written, to convey technical information to non-technical users.
• Exceptional customer service orientation and the ability to work effectively with diverse clients.
• Relevant certifications like CompTIA A+ are required.
• Relevant certifications like Network+, or Microsoft certifications are advantageous.
• Relevant Associates, bachelor's or technical degrees are advantageous.
• Excellent Calendar Management skills.

Additional Considerations: 

• Candidate should have reliable transportation.
• Candidate should be willing to work nights and weekends if required.
• Candidate should be able to lift 50 or more pounds.

Job Type: Full-time 

Job Status: Non-Exempt 

Pay: $45-$50,000K