Job Brief:

The support technician will be a part of the team who will assist with providing tier 1 hardware and software support to assigned partners providing solutions to end users with questions and/or problems with their desktops, laptops, and printers etc.

Essential Duties and Responsibilities (other duties may be assigned to meet business needs):

• Answer incoming customer inquiries via telephone, email/web concerning hardware and software computer related issues.
• Must be able to diagnose and resolve moderate system hardware, software, network, and operator issues.
• Interface extensively with end users, peers, for the resolution or escalation of system hardware, software, network, and operator issues.
• Maintain accurate records for management reporting.
• Maintain detailed docmentation.
• Assist and train end users on basic and some complex software issues on their PC's.
• Desktop Maintenance and Support.
• Evaluate hardware /software requirements for system compatibility.
• Support for Systems and Applications including: PC Workstations, Personal and Workgroup Printers.
  • Enhancing PC performance.
  • Virus outbreak prevention including Malware.
  • Internet Connectivity as it pertains to Windows and hardware.
• Mobile device management.
• VOIP support.
• Configure and Deploy New Desktop / Laptop Devices and Software.
• On-site visits to partners.
• This role will be part of an on-call rotation for after hours support.

Qualifications/Requirements:

• Proficiency in Windows 11,10, 8.1, 8, 7, Vista, XP. Knowledge of Mac PC's a plus!
• Proficiency in all versions of Microsoft Office.
• Proficiency in the Microsoft 365 admin portal
• Understanding of basic networking.
• Understanding of cloud computing.
• Understanding in the roles of a server.
• Ability to multi-task with strong organization and customer service skills.
• Ability to work in a team environment, presenting a professional image and commanding the respect of staff and peers.
• Requires strong initiative, detail orientation, ability to interpret problems and decisive decision-making skills.
• Solid analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Exceptional interpersonal communication skills.
• Ability to work collectively with the team and all associates.
• Ability to lift 20 lbs (some heavy lifting of equipment).
• Ability to work collectively with clients.

Education/Training/Experience:

• 3-5 years experience supporting Windows desktops, laptops/ PCs
• A+ certification and Network+ and or MCP certifications a plus
• Experience troubleshooting network, software, and all hardware.
• Customer Service experience a must.

Perks & Benefits:

• Monthly vehicle stipend, freeing you from tracking mileage
• Monthly cell phone stipend
• Monthly home internet stipend
• Celebrating birthdays for all staff members
• Employee of the Month bonus
• Certification bonuses to support your professional growth
• Additional pay for after-hours work
• Extra compensation for hourly project work
• Complimentary beverages and snacks for those midday cravings
• Monthly cookouts or catered lunches to enjoy together
• Quarterly offsite team building events, fostering camaraderie
• Unforgettable end-of-year Holiday party, complete with annual bonuses
• Wide range of employee discounts to enhance your lifestyle
• Retirement plan for long-term financial security
• Paid time off to relax and rejuvenate
• Life insurance coverage for peace of mind
• Full medical benefits to keep you healthy and thriving

Staring salary ranges from $40,000 - $55,000 based on experience.