Job Description

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

IT Support Technician
Remote Position | Part-Time | Tier 1 | Tampa Bay
Daily Support Responsibilities
? Task Management

• Handling day-to-day support tasks, addressing unexpected issues, and working with a ticketing system to manage, prioritize, and close tickets.
• Acting as the first point of contact for users facing hardware, software, or system issues, putting frustrated users at ease with strong communication skills.
• Maintaining regular documentation related to daily tasks.
• Monitoring IT Issues: Monitoring, prioritizing, and responding to incoming IT issues.

? Systems Support

• Providing immediate support if any system goes down.
• Equipment Management: Responsibility for various hardware, including PCs, Printers, Servers, Phones, Networks, and related accessories.
• PC Maintenance: Maintaining user PCs, including PC Builds, Software Installation, and configuration changes.
• Onboarding: Assisting with the onboarding of new users.
• Training Materials: Writing and updating training materials related to technology.
• Problem Identification: Providing answers to the user community by identifying problems, researching solutions, and guiding clients through corrective steps.
• Incident Response and Resolution

? Diagnosis/Troubleshooting

• Respond promptly and professionally to diagnose, troubleshoot, resolve, test/confirm, and close technology service incidents.
• Alternative Solutions: Providing workarounds to minimize disruption from incidents requiring escalation or further investigation.
• Prioritization: Classifying incidents and requests based on nature, scope, and urgency.
• Knowledge Base Creation: Identifying and tagging incidents and resolutions for future reference.

? Escalation and Root Cause Analysis

• Escalating incidents after a concerted effort to resolve them, with complete documentation.
• Root Cause Analysis: Engaging in analysis to identify and correct technology problems.

? Installation and Configuration

• Hardware and Software Management:
• Installing, configuring, maintaining, troubleshooting, and assisting in deploying computer hardware, software, mobile devices, telecommunications equipment, and audio/video equipment.
• Issue Reporting: Raising issues regarding critical technology problems for escalation.
• Deployment Participation: Assisting in the deployment process as needed.

? Helpdesk and User Support:

• Single Point of Contact: The central communication point for issues or IS service requests.
• Technical Assistance: Providing support through the helpdesk for computer systems, software, and hardware.
• Problem-Solving Guidance: Walking associates through problem-solving processes.
• Equipment Maintenance: Installing, modifying, repairing, maintaining, and cleaning computer equipment.
• Ticket Management: Monitoring and responding to service request tickets in the queue.
• Inventory Management: Maintaining inventory of equipment, software, and licenses.
• New Employee Setup: Managing PC setup and deployment for new employees.
• Professional Development, Coaching, and Collaboration:
• Professional Growth: Engaging in continuing professional development and education for IT industry systems applications.
• Coaching and Mentoring: Coaching and developing associates, solving problems, and receiving guidance.
• Team Collaboration: Participating in team meetings, contributing ideas for improvements, and planning for the future.

General Computer Knowledge
? Computer Systems: Awareness of general computer systems, PC repair techniques, and network management, demonstrating a foundational understanding of technology.
? Active Directory: Basic comprehension of Active Directory, including managing user accounts, Group Policies, and computer accounts.
? Connectivity & Networking: Understanding connectivity principles, network devices, configurations, and IP addressing fundamentals.
? Problem-Solving Skills: Troubleshooting: Resourcefulness and quick thinking for troubleshooting new and critical technical issues, focusing on proactive problem-solving.
? Deployment & Configuration: Ability to deploy, configure, and support operating systems on various platforms, including desktop and mobile PCs.
? Security Awareness: Information Security: Understanding and appreciation for safeguarding information within systems and user devices, acknowledging the importance of protecting data integrity.
? Customer Service Skills: Service Excellence: A solid drive to provide exceptional customer service and enhance the end-user experience, backed by an understanding of task prioritization, stakeholders, budget, and time management.
? Willingness to Learn: Adaptation to New Technologies: A proactive attitude towards learning new and emerging technologies, reflecting a commitment to continuous professional growth.
? Technical Skills: Operating Systems: Proficiency in Windows 10/11 configuration and support.
? Microsoft Office: Familiarity with Microsoft Office 2019/365, showcasing competence in mainstream productivity tools.
? Remote Technologies: Understanding Remote Desktop Protocol (RDP) and Virtual Private Network (VPN) technologies.
? Virtualization: Knowledge of Virtual Machine (VM) technologies and advanced experience in building and maintaining physical and virtual server environments, with a preference for those experienced with VMWare.
? Mobile Devices Support: Ability to support various mobile devices, emphasizing platform versatility.
? System Management Tools: Awareness of System Center Configuration Manager (SCCM) operations.
? IT Frameworks: Familiarity with ITSM/ITIL principles and framework, indicating a structured approach to IT service management.
? Remote Support & Ticketing: Proficiency in remote support methods, tools, and incident management (ticketing) systems, underscoring a comprehensive approach to customer support.
Flexible work from home options available.

Skills Required