Job Description

Description:

The IT Support Specialist represents RVS Technology Group both onsite at client locations and remotely from the RVS Technology Group facility in Watsonville, CA. The IT Support Specialist resolves issues, performs maintenance tasks, works on assigned tasks to keep the RVS Technology Group clients' IT assets properly inventoried, clean and organized, and assists end-users with IT related questions.


The IT Support Specialist provides excellent customer service, communicates with clients on a regular basis, makes support decisions in the best interest of the client with respect to the client's IT strategies, operations, requirements for business continuity and proper use of IT. Work on assigned tasks to properly inventory, maintain cleanliness, and organize the RVS Technology Group clients' IT assets. Expand and/or repair existing network equipment and wiring as needed to support the clients' needs. Escalates more complex service requests to experienced technicians following the RVS Technology Group escalation process. In addition, the IT Support Specialist strives to become proficient in the technology solutions used and supported by RVS Technology Group in a day-to-day operation.

Responsible for time and expense reporting, entering activities in the ticketing system, and ensuring that both time records and trouble ticket updates comply with the organization's high standards. Comply with company policies for managing service requests. Troubleshoot software and hardware online to maintain performance and system uptime. Work with more experienced technicians to address issues with hardware, network equipment, wiring, and software on LAN/WAN systems Assist customers and other RVS Technology Group technicians with resolving problems with computer hardware and software. Assist IT Support Specials, Systems Administrators, or Systems Engineers with the installation and IT assets management requirements in accordance with established company standards, including but not limited to assembling and installing equipment, configuring networks, configuring software, service calls, troubleshooting systems, and completing project work and paperwork. Work directly with the IT Support Specialist, Systems Administrators, or Systems Engineer on more complex requests and projects as requested by them. Ensure efficiency in the field by utilizing available resources such as manufacturer technical support, installation manuals, online help systems, documented SOPs, and co-workers' experience & expertise. Responsible for entering time and expenses in ConnectWise as they occur. Participate in on-call rotation, which includes extended and weekend hours, perform on-call duties in accordance with company policy, and perform support and technical duties as assigned by Management. Share experience and knowledge with team members to increase effectiveness and suggest improved ways of resolving client problems, assisting other technicians, as needed. Other support and technical duties as assigned by Management.

Requirements:
Experience in supporting PCs and Microsoft Office productivity applications Familiar with cloud environments such as Google Apps, Office 365, and MS Azure Excellent customer service and communication skills Familiar with TCP/IP, the OSI 7-layer model, and simple network routing and switching technologies, along with experience in troubleshooting WANs, LANs, VPNs, and firewalls California's driver's license and the clearance to be covered under the organization's vehicle insurance program Proven experience managing multiple priorities Demonstrated ability to be self-driven in a work environment Two-year technical degree or related experience * IT professional certifications and training are a plus