Lawrence

IT Support Technician I

July 6, 2021,

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 three 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
Job Category: technical
Job Type: Full Time
Job Location: District of Columbia

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