IT Support Technician

NetPlanner Systems, Inc•La Vergne, TN

About The Position

NetPlanner Systems, Inc. is looking for outstanding IT candidates to join our growing IT Team, in supporting both our internal and external users, as well as customer facing projects and support. The ideal candidate will be hands-on with excellent communication skills, have a positive can help attitude, willingness to learn, address many different challenges on a given day, and a clear ability to work with our customer base using outstanding customer service. The candidate’s ability to prioritize and balance end user requests and documentation while maintaining overall support response time is critical.

Requirements

Microsoft Office and Windows experience, Mac and IOS experience a plus
Technical support experience, either through education or work
Excellent verbal and writer communications skills, exceptional spelling and grammar is a must
Super customer services skills, with the ability to articulate clearly and conduct oral presentations/instructions via the telephone
Must be able to work within a team to solve problems
Quick learner with the passion to develop new skills
High School Diploma or GED
College or Technical School a plus
Perform quality work within assigned deadlines with and/or without direct supervision.
Interact professionally with other employees, customers, suppliers, vendors, etc.
Work effectively as a team contributor on all assignments.
Work independently while understanding the need for communication and coordination of work efforts with other team members, departments, or organizations.

Nice To Haves

A+ Certification (not required, but a plus)
Associate Degree in Computer Science or related, or equivalent work Experience.

Responsibilities

Install and configure computer hardware, software, networking components, printers, scanners, etc.
Process calls, emails, and helpdesk tickets to provide solutions to technical problems and questions
Perform diagnostic tests and troubleshooting to identify and resolve customer issues
Discover underlying root-cause of technical problem and escalate as appropriate
Provide regular and continuing communications with customers until resolutions are reached
Explain and provide solutions to customers in non-technical and comprehensible terms
Demonstrate a sense of urgency to queues and customers
Employ knowledge, skills and abilities to maximize single call resolution measurements
Prioritize time to complete assigned tasks while maintaining a focus on productivity and customer satisfaction
Use established methodologies and documented procedures to perform tasks
Present a professional and pleasant image of the product and company