Technical Support Services Technician I

FIT Technologies•Cleveland, OH

7d•$45,000 - $52,000

About The Position

The Technical Support Services (TSS) Technician I provides technical assistance and support to FIT Technologies clients. The technician supports, monitors, and maintains client environments onsite or remotely through day-to-day tasks and maintenance. Working under direct supervision, this role follows predefined procedures and guidelines and exercises sound judgment to meet FIT’s standards for IT support and client service. Working conditions are normal for an office environment. The role requires reliable transportation, a valid driver’s license, and valid vehicle insurance. Local travel and occasional travel to other parts of Ohio or out of state are required. Occasional evening and weekend work may be required, as may work weeks exceeding 40 hours. The technician must be able to lift and carry 50 pounds.

Requirements

Basic comprehension of networking protocols and concepts, including TCP/IP addressing and VLANs.
Basic familiarity with network-based PC operating system deployment.
Professional, reliable, trustworthy, and positive demeanor.
Basic understanding of Microsoft Windows versions, Active Directory, Microsoft 365, and Group Policy.
Basic experience with Microsoft Office applications.
Organizational skills, attention to detail, and ability to follow through on tasks.
Ability to maintain confidentiality of accessed, processed, or stored information.
Ability to communicate technical information and instructions, in writing and verbally, to clients with varying levels of technical knowledge.
Ability to troubleshoot, diagnose, and solve problems and document steps taken for resolution, including in an internal ticketing system.
Ability to work and adapt in an evolving-priority environment, follow processes and protocols, meet deadlines, and manage multiple tasks simultaneously.
Reliable transportation, a valid driver’s license, and valid vehicle insurance.
Ability to travel locally and occasionally to other parts of Ohio or out of state.
Ability to lift and carry 50 pounds.

Responsibilities

Build and maintain relationships with clients and team members.
Install, maintain, and repair desktop hardware, network equipment, and PC peripherals.
Maintain daily service calls and meet requested SLA time frames based on client expectations.
Participate in equipment liquidations.
Perform routine maintenance following company and client standards.
Perform software and hardware upgrades.
Provide detailed progress updates in a timely and accurate manner.
Ensure physical cabling infrastructure meets desired standards.
Support, monitor, and maintain client environments onsite or remotely through day-to-day tasks and maintenance.
Troubleshoot, diagnose, and solve problems, documenting all resolution steps in an internal ticketing system.