IT Field Systems Technician I

IMA Financial Group•Charlotte, NC

17d

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 (laptops, desktops, telephones, mobile devices), supporting Microsoft Office 365 applications, and managing support requests via the Help Desk ticketing system. The technician will also serve as an escalation point for the IT Helpdesk, assist with support readiness for Technology projects, and develop expertise in Microsoft Office, workstations, audio/visual technologies, printing, and other technologies as directed by IT Leadership.

Requirements

2–3 years of hands-on experience operating within an ITIL-aligned IT service management
Excellent oral, presentation, analytical and written communication skills
Exceptional focus on customer service
Ability to work as a member of a highly collaborative team
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.
4-5 years’ user account creation and administration experience required.
4-5 years’ experience working in service desk roles, required.

Nice To Haves

Some travel is required
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.