IT Systems Support Technician

Mister Sparky of Mid America•Lowell, AR

55d•Onsite

About The Position

As a key member of the System & Admin team, the IT Service Technician role provides advanced IT user support, account setup, and administration of various IT systems for multiple business units and team members across the US. This in-office, full time, role reports directly to the Director of Systems and Admin, is critical to the efficient operation of the business, and requires regular interaction with all levels of personnel in the organization.

Requirements

Qualified candidates should possess a minimum 2+ years of recent, professional, hands on and over the phone technical support experience
Excellent Customer Service skills (genuine desire to help customers with issues)
Strong team player working on both shared and individual assignments
Technically minded with a focus on customer service
Experience with Apple hardware and general software navigation ability
Strong hardware troubleshooting/repair skills (preferably on Mac devices)
Ability to troubleshoot common issues with mobile devices (iPhones and iPads)
Ability to manage user accounts, groups, etc. through Jamf, Google Enterprise, Microsoft etc.
Experience with problem ticket/case management systems
Proven experience with assessing the severity of reported issues and juggling multiple high priority support tickets
Perform daily operations to maintain business functions

Nice To Haves

Previous experience in a technical support position in a fast-paced environment
Previous customer service experience
A strong dedication to quality customer service and a working knowledge of enterprise-wide service delivery procedures
Hands on troubleshooting experience with common Network connectivity (LAN, DNS, TCP/IP, Wi-Fi) and Remote access
Strong verbal and written interpersonal and communication skills
Superior telephone etiquette and an ability to deal effectively with customers, vendors, peers, and management

Responsibilities

Provide onsite and remote IT support as required for company personnel
Provide effective communication for issue resolution with company personnel
Maintain and improve IT standard operating procedures (SOPs) relating to areas of ownership
Perform new hire credential and security set up
Purchasing, enrollment, and set up of devices, such as laptops, iPads, and iPhones
Track and manage the usage of software licenses
Maintain inventory of IT assets (ex: laptops, desktops, mobile devices)
Assist with managing active directory, group policy, and system updates in coordination with System Admin
Administer cloud-based services, such as Zoom, Google Enterprise, Microsoft 365
Management of MDM platform, including deployment, configuration, monitoring, and repairs/replacements
Other duties as assigned