IT Support Technician I

Position Summary: The IT Support Technician I provides on-site and/or remote Tier 1 level technical support to end-users. The technician diagnoses and resolves end-user issues/needs with desktop computers, laptops, printers, and mobile phones, including hardware, software, and network support.

Essential Responsibilities:

• Provide on-site and/or remote helpdesk / technical Tier 1 level support, and respond to end-user phone calls and emails;
• Diagnose and resolve end-user issues/needs with desktop computers, laptops, printers, and mobile phones, to include hardware, software, and network support;
• Collaborate with colleagues to diagnose and resolve tickets. Follow-up with clients and third-party support on pending tickets;
• Document ticket resolution and capture feedback for the benefit of team knowledge in the Helpdesk ticketing system;
• Reassign or escalate incidents and requests to appropriate support level, third parties or other colleagues;
• Support technical projects as necessary in support of clients and internal ETTE initiatives; and
• Provide end-users with one-on-one coaching on features and functionality of applications.

Qualifications and Requirements:

• 1 year of helpdesk experience in a corporate or consultative environment.
• Bachelor’s degree is preferred required, or equivalent work experience.
• IT certifications are a plus (CompTiaA+, CompTia Network+, CompTia Security+, CCNA)
• Basic knowledge of computer and software troubleshooting, switching, and cabling, security, and firewall configuration and troubleshooting;

• Working knowledge of various operating systems/servers, such as Windows, Windows Server, Mac OS, and Linux.
• Experience resolving issues in MS Office, Office 365, Adobe products.
• Proficient technical, analytical, interpersonal, communication skills with the ability to communicate technical issues to technical and non-technical audiences. Ability to build and nurture long-term relationships.
• Proven track record of driving decisions collaboratively, resolving conflict, and ensuring follow through with exceptional verbal and written communication.
• Excellent customer service and time management skills. Demonstrated written, verbal, and problem-solving skills, with the ability to be agile and adapt quickly.
• Driven self-starter who works effectively and efficiently in a collaborative team environment.
• Ability to effectively manage priorities in a fast-paced office environment, demonstrating a flexible approach with short deadlines.
• May experience prolonged periods sitting at a desk.
• Travel may be required.

Requirements

• Valid Driver’s License
• Able to pass U.S. Government background check

Compensation
A base salary plus the following benefits after three months:

• Vacation, 80 hours per year
• 401K 3% Contribution (following six months of employment)
• Long Term Disability (60% of salary)
• Short Term Disability (60% of salary)
• Vision Insurance (99% of premium)
• Dental Insurance (99% of the premium)
• Life Insurance ($50K Coverage)
• Health Insurance (100% of the premium for an individual base plan)
• Company Smartphone
• Company Laptop
• Credit Card for business purchases
• Uber for Business account
• Profit-Sharing Plan
• Performance Bonuses