Tier 1 Support Technician

Inspired Technologies, Inc.•Starke, FL

113d

About The Position

Employee Benefits Provided: 401k with Company Matching & Company Sponsored Health Care This can be a fast-paced environment requiring multi-tasking as you work on tickets and receive and respond to incoming tickets. Technician receives customer service requests via phone or email to perform remote or onsite technical support for customers’ IT networks, server, desktop & laptop systems. Technician will monitor and respond to incoming support requests via phone, email, and our ticketing system. Technician is responsible to attempt resolution of any ticket and escalate tickets not able to complete themselves or contact vendors for support to complete ticket as necessary. Technician will contribute to company’s knowledgebase to maintain customer documentation and troubleshooting steps. Technician will also be required to further education through reading, research activities and certifications. Ideal Candidate: Has experience in providing IT Support for a company or with a Managed Services Provider Strong computer hardware, software, and networking skills (Primarily Windows environments) Has a passion for computers and technology Has a desire to help others Is comfortable meeting and speaking to new people Excellent listening skills to understand client computer problems Works well under pressure Excellent time management and organization skills Excellent troubleshooting and problem solving for hardware and software issues Resourceful for finding solutions independently for new/unknown issues or only needs minimal assistance to find a resolution Can follow instructions High attention to detail Works well with others Can communicate clearly in English – read and write Available Monday – Friday 8am – 5pm Willing and able to work some evenings and weekends

Requirements

Minimum 1 year IT working experience
Excellent problem-solving skills to be able to efficiently work client troubles to resolution using your knowledge, experience, system documentation, vendor support and online resources
Ticket System – ConnectWise (Preferred), Autotask, Kaseya, or other PSA ticket system
Remote Monitoring & Management (RMM) – N-Central, Continuum, Autotask Endpoint Management (AEM), etc.
Technology – Knowledge and understanding of the following technologies: Server Operating Systems and Roles
Microsoft Server Operating Systems
Active Directory, DHCP, DNS
Microsoft Azure
Microsoft 365
SharePoint
OneDrive
Teams
Microsoft Office
Basic Hardware Troubleshooting
Dell/HP Servers
Dell/Lenovo/HP Client Workstations and Laptops
Basic Understanding of IT Security
Clean driving record
Pass background check & drug test
Level 1 Help Desk or Support Desk Experience
Required work authorization: United States
Must be able to lift, pull, and push up to 50 pounds
Frequent bending, stooping, crawling, lifting, and reaching
Ability to drive a pick-up truck or van
Must be able to operate computer equipment for extended periods of time
Must be able to stand for extended periods of time
Must be able to drive a vehicle physically and legally
Flexible to work after hours and on weekends as needed

Nice To Haves

Preferred 1-2 years’ experience working for IT company or Managed Services Provider
IT Managed Service Provider (MSP): 1-2 years desired
Ideal Certifications: Comptia A+, Network +, Security +, Server +

Responsibilities

Provide remote and onsite IT technical support to client end users with the highest quality in customer service
Create and process all customer service requests to resolve client issues in a timely fashion
Perform onsite technical support and system installation at client sites
Utilize research tools for reviewing client documentation as needed in support activities
Maintain knowledgebase to ensure accurate articles for efficient client troubleshooting
Thoroughly document all client support services on support tickets with items such as specific steps taken to resolve issues
Complete technical support projects and tasks as assigned by manager
Perform timely follow up activities with clients by email or phone to verify success of support activities when client was unavailable for review at the time of service, for example after hour service
Develop & present monthly ongoing training activities to your manager and complete activities as outlined
Attend company meetings as required