IT Technician I

BCTS INTERMEDIATE LLC•Lenexa, KS

2d•Remote

About The Position

In this role you will be expected to work and provide remote technical support for our child divisions across the United States. You will work in a team environment, able to follow duties assigned by the Helpdesk Operations Manager. Responsibilities include troubleshooting hardware and software errors by running diagnostics, documenting problems and resolution, prioritizing problems, asking pertinent questions, and assessing impact of issues. You will also develop and provide technical training to end-users when asked, and identify, analyze, troubleshoot, and resolve problems with the aim of eliminating recurrences and reducing calls to the helpdesk. You will direct unresolved issues to the next level of support personnel, and use the Ticketing System to log details of work performed, time, and resolution steps immediately after each intervention. Follow up with users to ensure full resolution of issues. Deploy, install, and manage computers and other devices in accordance with corporate standards. Play a strategic role in the on-boarding and off-boarding system, ensuring users are properly set up in the system by providing end-user account administration services (add/change/remove). Assist with monitoring and maintaining inventory of all hardware and software in use by the company. Travel to offices within the company for projects or special assignments. Other related duties as required.

Requirements

Background in the Information Technology field.
Ability to follow verbal and written instructions, excellent organizational skills, and attention to detail.
Helpdesk Knowledge of Microsoft 365, Microsoft Intune, Share Point, Exchange, and One Drive.
Ability to complete on-job training of applications, hardware, and software.
Ability to work independently with minimal supervision when applicable.
Experience in a customer-facing role providing technical support and assistance.
Strong technical knowledge of computer systems, including hardware, software, and networking.
Proven analytical and problem-solving abilities to maintain computer systems and network infrastructure related issues.

Nice To Haves

An associate or bachelor’s degree, in Information Technology or Computer Science is preferred. Or three years of equivalent work experience without an associate or bachelor’s degree.

Responsibilities

Work and provide remote technical support for our child divisions across the United States.
Work in a team environment, able to follow duties assigned by the Helpdesk Operations Manager.
Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolution, prioritizing problems, asking pertinent questions, and assessing impact of issues.
Develop and provide technical training to end-users when asked.
Identify, analyze, troubleshoot, and resolve problems with the aim of eliminating recurrences and reducing calls to the helpdesk.
Direct unresolved issues to the next level of support personnel.
Use the Ticketing System, log details of work performed, time, and resolution steps, immediately after each intervention.
Follow up with users to ensure full resolution of issues.
Deploy, install, and manage computers and other devices in accordance with corporate standards.
Play a strategic role in the on-boarding and off-boarding system, ensure that users are properly set up in the system by providing end-user account administration services (add/change/remove).
Assist with monitoring and maintaining inventory of all hardware and software in use by the company.
Travel to offices within the company for projects or special assignments.
Other related duties as required.