Systems Support Technician

VOLT•PACIFIC, WA

3d•Onsite

About The Position

Volt is hiring an onsite Systems Support Technician in Pacific, Washington. The technician supports desktop and laptop systems in the client's Corporate LAN/WAN environment, serving local and remote offices. The role includes troubleshooting, repairing, installing, and upgrading computer systems; supporting users and network connectivity; maintaining support systems and documentation; and coordinating with coworkers, vendors, and other support groups. The position includes rotating 24x7 on-call support.

Requirements

A BA/BS degree in information technology, computer science, or a closely related field, or equivalent job experience.
A+ Certification.
Microsoft Certification.
1–2 years of experience as a Microsoft Windows Desktop Support Technician or in a similar role supporting at least 25 Windows desktop/laptop systems using Windows server-based file sharing, email, and print services.
1–2 years of experience installing or upgrading Intel/AMD hardware, preferably Dell, Microsoft Office, and Microsoft operating systems.
Good hardware troubleshooting capabilities, particularly with Intel/AMD systems, and experience working with vendor support organizations for advanced repair or replacement.
Excellent customer service skills.
Ability to clearly explain technical issues and solutions to nontechnical users and follow through on completing tasks in a timely manner.
Solid understanding of and experience with LAN/WAN/Internet environments, including TCP/IP concepts such as IP addresses, subnet masks, and default gateways.
Ability to create user guides and system documentation for training, organization, and reference.
Excellent troubleshooting skills.
Ability to thrive in a dynamic environment.
Proficiency in using and maintaining MS Office.
Effective written and verbal interpersonal communication skills.
Ability and desire to learn new technologies.
Ability to work independently and as part of a team.

Responsibilities

Troubleshoot, repair, install, and upgrade desktop and laptop computer systems in the Corporate LAN/WAN environment for local and remote offices.
Provide 24x7 on-call support in rotation with Support Desk and Network Administration staff.
Set up and troubleshoot domains, user accounts, and software accounts.
Configure, test, and troubleshoot network connectivity and wireless access for local and remote computers and devices.
Add or replace memory, keyboards, motherboards, and other computer components.
Coordinate with vendors to resolve issues and monitor and maintain the Support Desk trouble ticket system, ensuring customers receive assistance in accordance with established Service Level Agreements.
Manage LAN backups and monitor Corporate Anti-virus and Anti-SPAM systems.
Develop and write procedures for installing, using, and troubleshooting desktop and laptop hardware and software.
Apply knowledge of computer software and hardware to resolve user issues.
Guide users in the proper use of standard software, including Microsoft Office, emulation software, Cisco AnyConnect, and MS Outlook.
Support ancillary IT services and equipment, including LCD projectors, video conferencing and audio-conferencing equipment, printers, and fax machines.
Communicate technical issues with coworkers to research and implement solutions.
Coordinate priorities with coworkers, address the highest-priority issues first, and keep colleagues informed of issue status through frequent use of the Support Desk ticketing system.
Escalate complex or high-impact issues and events to other team members or support groups in a timely and appropriate manner.
Assist with creating and maintaining accurate LAN/WAN documentation.
Maintain a good working relationship with TC network support personnel so the impacts of changes to the GTC network are clearly understood.
Keep skills in relevant technologies current and take steps to continually improve them.