IT Service Technician I

Job Classification: Exempt, Full-time 

Work Schedule: Monday – Friday 8am-5pm 

Reporting Relationship: System Engineer I

Primary Accountabilities:

The IT Service Technician I role fields all help desk calls from customers as well as creates the initial record and service ticket for the request in our ticketing software. These team members resolve all Tier One end-user problems; Escalates service tickets to Tier Two or Three based on severity/complexity of the issue; and travels onsite as project work is scheduled. This position will also work with the IT Project Manager on team related projects, providing in-person/remote support as needed.

Major Duties:

• Providing customer service & technical support for customers
• Providing technical consulting and developing project plans
• Configuring, installing, & supporting all network infrastructure including computers, servers, switches, firewalls, storage appliances, and printers
• Configuring, installing, and supporting Office 365 services
• Configuring, installing & supporting managed services
• Maintaining detailed documentation of customer network
• Analyzing, monitoring & making recommendations to improve performance of networks
• Perform all other duties as assigned 

Physical Demands:

• Frequently required to speak, write, and memorize
• Constantly required to talk, read, problem solve, see, hear, and sit
• Push, pull, lift, or carry 50 pounds
• Frequently required to bend, twist, squat, kneel, stand, walk, or balance
• Must be able to drive and have a valid driver’s license

Work Environment:

• Professional and deadline-oriented environment in an office setting
• Interaction with staff and clients

Benefits:

• Our company pays 65% of health and dental insurance costs.
• We also provide 9 paid holidays and paid time off.
• Our employees are eligible to participate in our 401k after their first year of employment.
• We provide life insurance, short term, and long-term disability insurance for all our employees.
• A company vehicle and gas card are provided for business related travel. 

Additional Duties:

Additional duties and responsibilities may be added to this job description at any time.

The job description does not state or imply that these are the only activities to be performed by the employee(s) holding this position. Employees are required to follow any other job-related instructions and to perform any other job-related responsibilities as requested by their supervisor.

Required Qualifications:

• Associates or Technical degree, preferred, High School Diploma or GED
• 1 year of experience in customer service
• Valid Driver’s license and safe driving record
• Advanced understanding of Windows Server and Desktop Operating Systems
• Excellent communication (both written & oral) and interpersonal skills
• General awareness of technical troubleshooting processes and procedures
• 3 years of experience direct end-user-facing customer support
• 3 years of experience IT service & support
• Self-driven and motivated to provide excellent service
• Demonstrated ability to work with the public
• Demonstrated ability to work independently
• Ability to work a flexible schedule which may include night and weekend work
• Demonstrated ability to use Microsoft Office applications
• Must successfully complete all required background checks

Preferred Qualifications:

• All the required qualifications plus
• A+, Network+, or Security+ Certification, or equivalent
• Microsoft Associate level Certification, CCNA, SSCP, or equivalent