IT Technician

Conversio Health•San Luis Obispo, CA

1d•Onsite

About The Position

The IT Technician is responsible for initial assessment and resolution of onsite and remote employee technical issues. They will monitor established security systems to notify senior technical team members of any alerts. In addition, the IT Technician will assist with provisioning new equipment and granting and removing access as required for various roles within the company. This position requires good communication, analytical, and problem-solving as well as the ability to research, resolve and escalate issues when necessary. This is an onsite position, weekdays, at our San Luis Obispo offices.

Requirements

1 year of related IT operations work
Thorough knowledge of Windows Operating System
Advanced with Office 365 administration
An affinity for providing exceptional customer service
Excellent communication (both oral and written), documentation, and interpersonal skills
Ability to exercise good judgement of priorities based on customer impact and SLA's
Adaptable to new technologies and processes

Nice To Haves

Network and desktop certification preferred
Customer Service, ITIL, or Desktop Administration certifications preferred
Previous experience with ticketing tool (ie. JIRA Helpdesk) preferred

Responsibilities

Assists onsite and remote staff in resolving basic-intermediate technical problems by providing guidance regarding software and hardware problems.
Resolves issues or refers more complex technical problems to CTO through a defined escalation process.
Manage onsite inventory of hardware and accessories.
May assist in maintaining corporate standard devices and applications.
Create knowledge-based documentation, support implementation and adherence of new and/or improved standards.
Provides excellent customer service to internal team members and communicates effectively with management, team leaders, and other team members within the department.
Monitors appropriate Service Level Agreements in order to meet expectations.
Assists with the coordination, planning, testing, and deployment of upgrades and new releases.
Participates in the coordination, tracking, and reporting of software issues and data inconsistencies.
Ensures technology and regulatory standards are implemented by maintaining records on repairs, downtime, changes, and updates.
Assists staff with operational tasks as needed, such as user account management and email services management.
Experience with SaaS administration and mobile device management platforms
Brings pertinent issues to the attention of staff and communicate issues back and forth between the group(s).