Job Description

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 support-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.

Responsibilities and Duties

• 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.

Qualifications and Skills

• 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 +.

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 discriminations in sound.
• Repetitive motions: Making substantial movements (motions) of the wrists, hands, and/or fingers.

Salary and Benefits

• Health Insurance
• Paid Vacation
• Competitive salary
• Willing to be flexible with schedule.