IT Support Technician

SKYNET INNOVATIONS LLC•Cincinnati, OH

About The Position

Skynet Innovations is seeking top tier talent to be considered for when we have an IT Support Technician opening to handle support service requests across workstations, servers, printers, networks, and vendor-specific hardware and software. You will provide technical support primarily by phone and ticketing system, with occasional onsite assignments. This role requires following documented procedures, monitoring incoming support requests, and maintaining service level agreements (SLAs).

Requirements

Meet established call and ticket SLA requirements.
Maintain strong customer satisfaction as defined by management.
Submit weekly timesheets by end of shift Friday.
Volunteer for on-call coverage at least once per month.
Work toward annual goals and objectives set in HRIS with quarterly reviews.
Complete required training plans and agreed-upon certifications.
Ticketing software: Incident management and time tracking.
Solid understanding of operating systems, business applications, printing systems, and basic networking.
Strong interpersonal skills (verbal/written communication, active listening, empathy).
Ability to efficiently diagnose and troubleshoot technical issues.
Service awareness of key IT services being supported.
Familiarity with support tools, troubleshooting techniques, and IT service delivery.
Accurate typing skills for entering service request details.
Self-motivation and ability to work in a fast-paced environment.
Software as assigned.
Ability to handle equipment, talk, hear, read, write, and interpret documents.
Occasionally lift and move objects up to 25 pounds (with or without reasonable accommodations).

Responsibilities

Document all activities, projects, and tickets daily in the ticketing system with detailed notes.
Respond to service tickets, phone calls, and emails, ensuring timely resolution and excellent customer service.
Provide Tier 1 support for Microsoft applications, operating systems, cloud services, and client-specific software.
Troubleshoot network connectivity, remote access tools, and disaster recovery systems (backups/restorations).
Monitor ticket queues, applying troubleshooting skills and escalating requests as needed.
Maintain a high level of customer service and satisfaction.
Collaborate with team members and service coordinators for efficient resolution and ticket routing.
Create, maintain, and review system documentation.
Travel up to 25% for local client site visits.
Perform additional duties as assigned by management.