Position Summary
Technician is responsible for providing diagnostic and troubleshooting support to end users with technical issues of varying complexity (simple to moderate) involving computer hardware and software, network connectivity, related peripheral equipment, and proprietary hardware. Technician escalates support requests as necessary. Monitor and maintain ticket management system, CRM data, SLA agreements and inventory records. This is an unscripted support role that requires technical experience and expertise.

EDUCATION / EXPERIENCE / SKILLS

• Broad base, high level knowledge of the principles, methods, and techniques used in computer troubleshooting and support.
• Broad base, high level knowledge of computers, operating systems, software (inc. common Microsoft applications, such as Word, Excel, PowerPoint, etc.), computer hardware, and hardware peripherals.
• Strong understanding of Microsoft Windows Operating Systems.
• Basic understanding of Microsoft Networking technologies.
• Ability to communicate clearly and accurately, both verbally and in writing.
• Ability to understand and follow oral and written instructions; handle multiple priorities; and provide results in a timely manner in fast paced environment.
• Ability to prioritize and organize own work and manage time effectively.
• Quickly understand & learn new technologies.
• High School Diploma or equivalent.
• 1-2 years of support desk experience or equivalent relevant work experience and education.

FUNCTIONAL REQUIREMENTS

Technicians are typically required to travel (nationally) approximately 5-10% of the time. Excellent written and oral communication skills are a must as customer interaction is the key to this position.

Reasons that you may not be a good fit for this position:

• Your work status is not complete now to travel.
• You’re looking for contract work.
• You cannot pass a drug screening.

• Initial point of contact for all technical inquiries and requests for service.
• Resolves basic to moderately complex technical issues involving hardware (i.e. servers, networking equipment, serial communications equipment, proprietary hardware) and software (i.e. Microsoft Windows, Microsoft IIS, web browsers, proprietary software).
• Monitor the IT ticket incident management system to ensure timely acknowledgement of technology support requests. Prioritizes ticket requests, distributes/escalates requests to appropriate IT team member.
• Document, track, and monitor escalated issues to ensure a timely resolution and effective communication to all parties involved.
• Work closely with members of the IT team to ensure successful completion of technology requests.
• Maintains and administers licenses and support contracts for the software.
• Maintains and updates hardware and software inventory records.
• Maintains documentation for problem resolutions and procedures.
• Perform other duties as assigned.