IT Field Systems Technician I

IMA Financial Group•Wichita, KS

23d•Onsite

About The Position

This role supports and demonstrates IMA’s core values, emphasizing diversity, equity, and inclusion. The IT Field Systems Technician I will be responsible for testing, diagnosing, and resolving end-user desktop/hardware, operating system, and application problems, including identifying and resolving interdependencies and conflicts. This position will also set up and maintain user accounts, manage computer and hardware inventory, and provide A/V support for meeting rooms. The technician will act as the single point of contact for end-customer issue resolution throughout the incident lifecycle, escalating to IT subject matter experts and tracking resolution to meet service levels. Additionally, the role involves configuring and deploying end-user hardware (laptops, desktops, telephones, mobile devices), supporting Microsoft Office 365 applications, and managing support requests via the Help Desk ticketing system. This position serves as an escalation point for the IT Helpdesk and assists with support readiness for Technology projects. The technician will acquire and develop expertise in Microsoft Office, workstations, audio/visual technologies, printing, and other technologies as directed by IT Leadership.

Requirements

4-5 years’ equivalent work experience in computer technology-related fields, required.
CompTIA A+ Certification or demonstrated equivalent work experience or certification required.
4-5 years’ current Microsoft desktop operating system, mail client and applications experience, required.
4-5 years’ experience and demonstrated success in a service desk, or help desk, environment, required.
2-3 years’ user account creation and administration experience required.
2-3 years’ experience working in service desk roles, required.
Excellent oral, presentation, analytical and written communication skills required.
Exceptional focus on customer service required.
Some travel required.

Nice To Haves

Associate degree preferred
CompTIA Network+ Certification or demonstrated equivalent work experience or certification preferred.

Responsibilities

Test, diagnose and resolve end user desktop/hardware, operating system, and application problems.
Identify and resolve desktop application interdependencies and/or conflicts.
Setup and maintain user accounts.
Maintain computer and hardware inventory.
Provide meeting room A/V support.
Act as the single point of contact for end customer issue resolution throughout the lifecycle of an incident.
Escalate an incident to IT subject matter experts and track resolution to required service level.
Configure and deploy end user hardware, including laptops, desktops, telephones, and mobile devices.
Support the use and functionality of Microsoft Office 365 applications.
Manage end user support requests as assigned in the Help Desk ticketing system.
Serve as an escalation point for the IT Helpdesk.
Assist with support readiness on Technology projects.
Acquire and develop Subject Matter Expertise in Microsoft Office, workstations, audio/visual technologies, printing and other technologies, as directed by IT Leadership.