Technician I/II/III

Entre Technology Services•Butte, MT

19h•Hybrid

About The Position

Entre Technology Services provides exceptional onsite and remote IT support to small and medium-sized businesses across Montana, Wyoming, and beyond, serving various sectors including Legal, Accounting, Medical, Dental, Manufacturing, Trucking, and nonprofits. The company values employees who Invest in Others, Embrace the Hustle, and desire to Be Better, with a core focus on Creating Raving Fans. The Technician role requires the ability to prioritize technical issues, manage assigned tasks, document time spent and resolutions, and patiently describe causes and solutions to end users. Ideal candidates should be very organized, capable of switching and resuming tasks as required, and possess excellent verbal and written communication skills to thrive in an expanding team environment. Key responsibilities include installing, troubleshooting, and repairing computer systems, hardware, and computer peripherals, resolving internal user problems, ensuring correct operation of personal computers, maintaining parts inventory, logging all service/repair activity, and potentially performing system setups for new hires. The position is classified as A02-Intermediate, indicating full proficiency in a specific area of discipline, working under moderate supervision, and may require up to 5+ years of related experience.

Requirements

Very organized with the ability to switch and resume tasks as required
Excellent communication capabilities, both verbally and written
Ability to thrive in an expanding team environment
Typically requires a high school diploma
1-5+ years helpdesk/field-onsite technical support experience providing complete network to end point support services to small and medium sized businesses
Experience with all Microsoft technologies including client operating systems, Office 365, One Drive, and Sharepoint
Experience with Active Directory, Domain and Group Policy Administration, and Windows network administration
Ability to install, upgrade and troubleshoot Windows 7 and Windows 10 operating systems in domain and workgroup environments including user/PC migrations, applications and hardware replacement/troubleshooting
Experience with or supporting wired/wireless networks and basic networking protocols including DNS, DHCP, VPNs, WAN/LAN TCP/IP
Experience with security software for virus protection, spyware, malware, and spam
Experience supporting mobile devices
Experience with IT support delivery through remote support tools
Ability to come up to speed on new technologies quickly
Dispatcher, Technician I and Technician II escalation resource (if necessary)
Customer Service skills
Telephone Skills/Etiquette
Network Troubleshooting skills
Server Administration skills
Firewall Administration skills
Office 365 skills
Computer Maintenance skills
Computer Repair skills
Computer Service skills
Desktop Administration skills
Disk Imaging skills
Hardware Installation skills
Hardware Troubleshooting skills
IT Support skills
Software Installation skills
User Administration skills
General Office Software skills
IT Help Desk Software skills
Operating System skills
A strong client service focus and the ability to manage customer expectations
Excellent verbal/written communication, people and presentation skills
Projects a professional and customer-service oriented attitude
Ability to assess technology needs/requirements and develop solutions to meet them
Can handle pressure and client demands effectively
Highly organized, self-motivated, and self-directed
Strong written and oral communication skills
Valid driver’s license, insurance and reliable transportation
Legal authorization to work in the U.S.

Nice To Haves

A+ / Network+ / Security + Certifications
Managed Services Platform experience
Desktop Support: 1-5 years
Customer Service: 1-5 years
Windows Server support: 1-5 years
MSP (Managed Services Provider) Experience: 1-5 years
Technical support in a production IT environment(s), preferably in multi-site environments: 1-5 years
Mac experience
NinjaOne experience
ConnectWise experience
Sophos experience
Barracuda experience
Unifi experience

Responsibilities

Prioritize technical issues
Manage assigned tasks
Document time spent and resolutions
Demonstrate patience to describe cause and solutions to end users
Install computer systems, hardware, and computer peripherals
Troubleshoot computer systems, hardware, and computer peripherals
Repair computer systems, hardware, and computer peripherals
Resolve internal user problems and ensure correct operation of personal computers
Maintain parts inventory and log all service/repair activity
Perform system setups for new hires
Daily time entry accounting for at least 7 hours in the form of notes in service tickets
Monthly billing should be at least 80% or more of a typical month of about 160 hours available
Demonstrate a high degree of business professional behaviors including punctuality, attendance, responsiveness and dependability
Work in fast-paced environment and meet deadlines
Be available for on call approximately one week every three months
Be available occasionally on nights and weekends to perform off-hour maintenance and projects
Create knowledge base articles and update customer documentation in IT Glue
Lift 50+ pounds