The Associate Technician is responsible for handling first level support of service requests and being the first point-of-contact for our clients requiring support. The ideal candidate will support and troubleshoot incoming issues on the following technologies: workstations, printers, servers, networks, and vendor-specific hardware/software.
Essential Duties and Responsibilities
- Triages and classifies incoming service requests
- Documents and tracks all required information supporting accurate ticket reporting
- Resolves service requests and escalates service requests to other resources as needed
- Provides IT Support relating to technical issues involving Microsoft’s core business applications, operating systems, and cloud services
- Supports disaster recovery solutions
- Provides basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
- Provides basic remote access solution implementation and support: VPN, remote services, and Citrix
- Monitors remote monitoring and management system alerts and notifications
- Communicates with customers as required including updates on incident progress and notification of impending changes or agreed outages
- Displays ability to patiently walk user through steps needed to address an issue
- Fast turnaround of customer requests - quickly and correctly identifies issue or problem, and recommending most efficient solution
- Answers all web-based inquiries and phone calls within response time goals
- Documents basic support processes and knowledge base articles for recurring issues
- Handles difficult situations calmly and with confidence
- Displays empathy for our technology users and their day-to-day challenges
- Maintains good organization and follows each user service issue through to completion
- Proactively makes suggestions for solutions to frequently recurring user requests and technology service issues
Requirements
- Minimum high school diploma and 2+ years’ experience in tech support or customer service role, or related discipline, or equivalent combination of education and experience
- Proven ability to provide quality customer service support with strong problem-solving skills
- Certifications preferred, but not required (e.g. CompTIA A+, Microsoft MTA/MCSA, etc.)
- Experience with ConnectWise and/or Kaseya preferred, but not required
- Advanced understanding of operating systems, business applications, printing systems, and network systems
- Ability to multi-task and adapt to changes quickly while managing competing priorities
- Technical awareness: diagnosis skills of technical issues and ability to match resources to technical issues appropriately
- Understanding of various support tools, troubleshooting techniques, and how technology is used to provide IT services
- Typing skills to ensure quick and accurate entry of service request details
- Self-motivated with the ability to work in a fast-paced environment
- Ability to work in a team and communicate effectively - maintains a positive and friendly attitude towards all team members
- Current active drivers’ license with active auto insurance