Customer Support Technician I (IT Services)

Shelby County • Memphis, TN

3d • Onsite

About The Position

Works under the direction of the Service Desk or Field Services Supervisor to provide Service Desk and Field support to personal computer and telecom users and to install, test, troubleshoot, and operate personal computers, printers, telephone, and network components. This position is responsible for receiving and processing PC and telephone-related calls to the Service Desk, resolving basic issues via telephone, email, fax, and memo. The technician will locate and resolve PC/printer/telephone hardware and software issues using available tools, and ensure that computer and telephone equipment is properly tracked, received, and relocated for inventory repair. Additionally, the role involves installing, configuring, and troubleshooting PC to LAN connectivity in a primarily Windows 7, Windows 10, and Cisco network environment, as well as desktop telephone to switch connectivity. The technician is expected to improve their knowledge base and skill set through group discussion and relevant sources, and perform other related duties as assigned.

Requirements

• Two (2) years of field experience as a Service Desk/Network/Field Technician in support of network installation, desktop configuration/troubleshooting, and/or printer configuration/troubleshooting.
• High school diploma or possess a GED.
• Must have a CompTIA A+ or Network+ Certification or higher.
• An equivalent combination of related education and/or experience.
• Two (2) additional years of related experience may be substituted for the certification requirement.
• PROOF OF EDUCATION, TRAINING, AND/OR EXPERIENCE IS REQUIRED.
• Knowledge of PC architecture, peripheral products, tools, and repair technology.
• Knowledge of Microsoft operating systems, with the ability to install and maintain desktop operating systems and productivity tools in a primarily Windows 7 10 environment.
• Knowledge of Microsoft network architecture, including Microsoft domains and Active Directory Services.
• Basic knowledge of networking ranging from switches to Cat 5 to fiber connections.
• Able to diagnose and resolve PC and printer hardware and software issues using telephone, remote tools, and site visits.
• Able to diagnose and resolve telephone hardware and software connectivity issues (TDM & VolP) using telephone, standard tools, and site visits.
• Ability to participate in network/PC/IP-phone discussions, planning, and implementation processes.
• Ability to demonstrate strong interpersonal/communication skills in all work efforts with customers, management, and co-workers.
• Must be available for on-call work as required.
• Must be able to lift and transport computer equipment.
• Must possess a valid Tennessee driver’s license or secure one upon date of employment.
• Must have daily access to an operable automobile and meet County standards for automobile insurance upon date of employment.

Nice To Haves

• May be required to work in a correctional facility with and without escorts.

Responsibilities

• Installs, tests, troubleshoots, and operates personal computer, telephone and network hardware and software components.
• Receives and processes PC and telephone-related calls to the Service Desk, resolving basic issues via telephone, email, fax, and memo.
• Locates and resolves PC/printer/telephone hardware and software issues using available tools.
• Ensures that computer and telephone equipment is properly tracked, received, and relocated out/in for inventory repair.
• Installs, configures and troubleshoots PC to LAN connectivity in a primarily Windows 7, Windows 10 and Cisco network environment.
• Installs, configures, and troubleshoots desktop telephone to switch connectivity.
• Utilizes group discussion, publications and other relevant sources to improve personal knowledge base and skill set.
• Performs other related duties as assigned or directed.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED