IT Field Support Technician

ICBD • Lauderdale Lakes, FL

1d • Onsite

About The Position

The IT Field Support Technician provides technical support to maintain computer systems and ensure optimal performance so that end users can maintain high productivity. The successful candidate will work with a team to execute a roadmap with specific tasks related to security, networking, phone system, system adoptions, etc. This role involves providing first contact support for incoming requests to the service desk via web portal, email, ticket system, and chat to ensure courteous, timely, and effective resolution of end-user issues. The technician will record, track, and document the service desk incident solving process, use remote tools and diagnostic utilities for troubleshooting, research solutions, and perform hands-on fixes at the desktop level when remote tools are not appropriate. Additionally, the role includes testing fixes, developing help sheets and FAQ lists, contributing to the technician knowledgebase, reinforcing SLAs, and providing suggestions for continual improvement.

Requirements

• Bachelor's degree in Information Technology or Computer Science.
• Certification in ITIL Foundation, A+, Network+, and/or Microsoft Certified Professional.
• 4+ years in IT support.
• Mac and iOS experience.
• Flexibility to work rotating evenings and weekends.
• Willingness to submit to drug and background screenings.
• Knowledge of basic computer hardware, including Dell, Microsoft, Lenovo systems.
• Experience with desktop and server operating systems, including Windows OS, Mac OS, iOS, and Android.
• Extensive application support experience with Office365, Azure, Microsoft Office, Adobe Creative Cloud, Mimecast, Active Directory, TeamViewer, Virtualization, Multi Factor Authentication tools, Jira, Service Now
• Working knowledge of a range of diagnostic utilities.
• Familiarity with the fundamental principles of ITIL.

Responsibilities

• Provide first contact support for incoming requests to the service desk via web portal, email, ticket system and chat to ensure courteous, timely, and effective resolution of end-user issues.
• Record, track, and document the service desk incident, solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledgebase as needed.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Test fixes to ensure the problem has been adequately resolved.
• Develop help sheets and FAQ lists for end users.
• Contribute to technician knowledgebase and training as needed.
• Reinforce SLAs to manage end-user expectations.
• Provide suggestions for continual improvement.

Benefits

• 21 paid days off (15 PTO days increasing with tenure, plus 6 paid holidays)
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options
• Medical, dental, vision, long-term disability, life insurance, AD&D insurance, and GAP Plan (TransAmerica)
• Generous 401(k) with up to 6% employer match
• 100% employer-paid maternity/paternity leave for up to 5 weeks
• Tuition reimbursement up to $2,500 per semester
• EAP (unlimited counseling 24/7), BeyondMed (discounts on wellness and elective healthcare services), PerkSpot (discounts on top brands), Pet Insurance (Nationwide), and On the GoGa wellbeing hub

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level