IT Field Systems Technician I

IMA Financial Group•Wichita, KS

24d•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 test, diagnose, and resolve end-user desktop/hardware, operating system, and application problems, including identifying and resolving interdependencies and conflicts. Responsibilities include setting up and maintaining user accounts, managing computer and hardware inventory, and providing 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. This role involves configuring and deploying end-user hardware such as laptops, desktops, telephones, and mobile devices, and supporting Microsoft Office 365 applications. The technician will manage end-user support requests via the Help Desk ticketing system, serve as an escalation point for the IT Helpdesk, and assist with support readiness for Technology projects. The position requires acquiring and developing 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.

Nice To Haves

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

Responsibilities

Supports and demonstrates IMA’s core values.
Values and understands the importance of diversity, equity, and inclusion among all IMA associates.
Test, diagnose and resolve end user desktop/hardware, operating system, and application problems. This includes identifying and resolving desktop application interdependencies and/or conflicts.
Setup and maintain user accounts, maintaining computer and hardware inventory, providing 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