Information Technology Technician

The Raymond Corporation•Atlanta, GA

5d•Hybrid

About The Position

As an IT Support Technician, your primary responsibility is to ensure that all Company associates have reliable access to the necessary IT systems and tools essential for their roles. You will assist the Infrastructure Team in monitoring and maintaining Company IT networks, systems, and applications to meet performance standards. Your duties encompass various IT systems such as networks, business applications, servers, cloud systems, email systems, data storage, recovery systems, monitoring hardware and software, end-user hardware and software, and mobile communications hardware and services. Your role involves close interaction with associates, IT suppliers, and contractors to resolve issues efficiently, aiming for solutions that align with the Company's objectives and benefit its customers. Your performance will be evaluated based on factors including the promptness of resolving end-user problems, trends in IT helpdesk issues, feedback from end users, and the reliability and performance trends of networks, systems, and applications.

Requirements

All potential hires are subject to pre-employment checks which include but are not limited to background checks, drug screenings, and motor vehicle record checks.
Two-year associate degree in information technology or computer Science or comparable educational degree with 2+ years of appropriate experience.
Required knowledge and experience in the following systems and applications: Helpdesk/Customer Service environment Common IT hardware knowledge, networking, industry-standard applications, and best practices including troubleshooting and setup of printers, desktops, laptops, tablets, and smartphones. Network infrastructure and configurations Workstation imaging and automated software deployment Microsoft Solutions: M365, Windows Server 2016-2022, Remote Desktop Services (RDS), Active Directory, GPO, Intune, Entra, Teams (voice/video), M365 & Azure Administration Operating Systems: Windows 11, Android OS, and iOS Management Tools and Systems such as mobile device management software (Intune, ManageEngine), VMware applications, remote desktop support (ScreenConnect, RDP), and Manage Engine ServiceDesk+, ADManager+, and Endpoint Central
Preferred knowledge and experience in the following systems and applications: Ubiquiti Unifi (Networking, Protect, Access) Microsoft Defender PowerShell
Strong customer service and communication skills, including empathy, listening skills, and the ability to effectively communicate with both technical and non-technical users.
High external structure, demonstrating the ability to work independently and self-manage.
Ability to collaborate effectively with a remote team.
Desire to assist others and a commitment to helping users.
Clear oral and written communications.
Capability to manage multiple priorities simultaneously and deliver consistent, high-quality results.
Must have great attention to detail and follow-through skills.
Understanding of business fundamentals, company culture, and how they interact with technology solutions.
Excellent analytical and reasoning skills.
Strong organizational and administrative skills.
Willingness to Learn: passion for IT, adaptable and business acumen.
Customer Service: servant heart/selfless service, empathy.
Self-Driven: Problem solving skills.
Collaboration: communication, works well under pressure, brings creativity to the role.

Responsibilities

Provide first-line response and problem resolution (Levels 1 and 2) for end-users requiring assistance with IT-related issues and problems.
Administer and manage the IT Helpdesk Support system, tracking issues to resolution within established benchmarks, updating the knowledge base, and communicating solutions to users and other IT team members.
Administer and maintain system user access and permissions: user account profiles, file and share permissions, and install approved software applications on user computers.
Work with the Infrastructure team on all escalations and manage communication with end users throughout the process.
Work directly with other IT team members, suppliers, and contractors to resolve Level 3 and escalated problems.
Act as a liaison between users, IT suppliers, and contractors to facilitate timely problem resolution and support.
Monitor IT systems and applications in collaboration with the Infrastructure team to ensure performance and availability meet established benchmarks, including internet, internal networks, servers, software applications, and mobile data and voice operations.
Monitor and ensure all servers and applications are fully patched with applicable updates, with a focus on security patching.
Maintain IT hardware inventory records, ensuring accurate inventory control through check-in and check-out procedures.
Participate in continuous learning opportunities, including classes, webinars, and certifications, to stay ahead of technology trends and leverage new tools to improve organizational performance.
Perform any other duties as assigned or required to support the company's overall operations and objectives.

Benefits

Medical, Dental and Vision Insurance, Prescription Drug Plan.
Company-paid Disability, Life and AD&D Insurance; 401(k) plan with company match and profit sharing; Flexible Spending Accounts, Health Savings Account, and Dependent Care Account.
Critical Illness, Legal Services, Identity Theft Protection, and Pet Insurance.
Paid Time Off, Employee Assistance Program, Tuition Reimbursement, Milestone & Anniversary Gifts, Philanthropy/ Corporate Contributions, Associate Giving Fund, and Discount Programs.
Technology and Home Office Setup: This includes a laptop, dual monitors, a docking station, and a wireless keyboard and mouse.
Flexible Work Arrangements: This includes remote work options and flexible scheduling.
Professional Development Opportunities: This includes training programs and tuition reimbursement for further education or certifications.
Career Growth and Advancement: With opportunities for internal mobility, mentorship programs, and leadership development initiatives, you can take your career to the next level with us.
Company-sponsored social events and team-building activities.
Employee recognition program