Onsite IT Services Technician- Cincinnati, Ohio

Insight•Cincinnati, OH

2d•Onsite

About The Position

The IT Services Technician is responsible for meeting the Stockroom Repair service level agreement (SLA). Repairs are considered complete when a machine is fully operational and has a valid base image. The technician must follow Asset Management protocols and deliverables; failure to comply may result in client penalties and performance evaluations. The role also supports special projects, Dell warranty repairs, laptop deployments and returns to stock, and on-site and remote installation, configuration, and deployment of hardware and software. The technician diagnoses and resolves hardware, software, and network issues, responds to service tickets and escalations within established SLAs, and accurately documents completed work in the service management system. The position is onsite at the company’s downtown Cincinnati, Ohio office, Monday through Friday during normal business hours.

Requirements

At least 2 years of experience in IT support, field service, or desktop/server technical support.
Working knowledge of Windows and macOS.
Knowledge of networking fundamentals, including TCP/IP, DNS, and DHCP.
Knowledge of common hardware components.
Strong troubleshooting and problem-solving skills.

Responsibilities

Meet the Stockroom Repair service level agreement by completing repairs when machines are fully operational and have valid base images.
Follow Asset Management protocols and deliverables.
Assist with special projects.
Provide Dell warranty support for Dell laptops.
Obtain Dell hardware repair certifications.
Assist with new laptop deployments and return laptops to stock.
Perform on-site and remote installation, configuration, and deployment of hardware and software.
Diagnose and resolve hardware, software, and network issues using established procedures.
Respond to service tickets and escalations within defined service level agreements.
Accurately document work performed in the service management system.