Tier 2 Technician

IT Voice•Lakeland, FL

17h•Hybrid

About The Position

As a Tier 2 Technician at IT Voice, you'll be a key player in keeping systems and networks running smoothly. With your technical expertise, you'll install, maintain, test, and repair IT infrastructure while providing crucial first-level support. You’ll be the go-to for resolving routine technical issues and ensuring seamless IT operations, making a real impact on the Lakeland community.

Requirements

Minimum 3 years of experience in the IT field, demonstrating proficiency in system maintenance and troubleshooting.
Must live in the Lakeland, FL greater area.
Working towards or achieved CompTIA+ and CompTIA Network+ certifications, showcasing your technical expertise.
Knowledge of a wide range of computer systems software, applications, hardware, networking, and communications, enabling you to address diverse technical challenges.
Ability to provide functional direction to other technical support staff and/or student employees, leveraging your experience and expertise.
Strong interpersonal and communication skills, allowing you to effectively interact with a diverse community and provide technical guidance.
Good driving record and ability to lift up to 70 pounds, facilitating occasional site visits and equipment maintenance.
Ability to analyze and resolve computer problems efficiently, ensuring timely resolution of technical issues.
Commitment to achieving team goals, including weekly hours, utilization rates, and customer satisfaction targets.

Nice To Haves

Please include a brief cover letter with your resume, explaining your interest in joining IT Voice.
We value teamwork and collaboration and expect all team members to contribute to a positive work environment.
This position is full-time, and salary will be commensurate with experience.
Strive for 80%-100% monthly utilization per team member, maximizing efficiency and resource allocation.
Target a monthly CSAT score of 95.0 to ensure high levels of customer satisfaction.
Ensure tickets are closed within 3 days of creation, maintaining a swift response to client needs.

Responsibilities

Uphold a strong commitment to customer service, ensuring client satisfaction by addressing their needs promptly and effectively.
Perform general problem solving and assistance on diverse software applications and hardware systems for department users and/or the university community.
Provide individual and/or group instruction and training to faculty, staff, and/or students on new or updated technologies, while possibly leading lower graded staff and/or student employees performing similar work.
Coordinate, maintain, and input applicable records such as network users, security, and tracking inventory levels of equipment and materials, ensuring accurate documentation and billing reconciliation.
Participate in the review, evaluation, and recommendation of solutions relating to hardware and software acquisitions and/or network updates, contributing to the improvement of technological systems.
Serve as a primary project member on technology projects with moderate scope and impact, providing guidance and integration of other staff work.
Perform the installation, configuration, and maintenance of computers, workstations, and other related equipment and devices, ensuring their proper functioning, when needed.
Conduct weekly site visits to clients in the field, when needed, offering on-site technical support and assistance as required.
Stay updated with current technological developments and trends, maintaining currency of knowledge in the IT field.