IT Technician

May 6, 2024
Application ends: July 6, 2024

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Job Description

Responsibilities:

  • Provide virtual and in-person high-touch support to executives and various customer personas, ensuring dedicated assistance for any IT issue and ensuring ultimate ownership and resolution.
  • Coordinate with various support suppliers and internal IT services to assist with the installation, configuration, troubleshooting, repair, and testing of site infrastructure equipment, including network devices, desktops/laptops, servers, printers, and peripherals, ensuring ultimate ownership and delivery assurance.
  • Offer remote troubleshooting for Windows OS 7/8/10/11, Apple OS, and Microsoft Office Suite incidents/requests, as well as Dell Laptop/Desktop hardware issues.
  • Develop and maintain highly effective virtual relationships with vendors and end-users.
  • Assist in writing procedures, documenting activities, and troubleshooting problems.
  • Interface with customers to troubleshoot problems, gather information, provide guidance, and coordinate activities.
  • Balance multiple priorities and adjust to changing work demands and shifting focus as needed.
  • Serve as the escalation contact for major incidents and provide on-call support.

Candidate Requirements:

  • Minimum of 3 years providing “hands-on” infrastructure support, including network, servers, desktops, and related peripherals (Level 2 support). Prior experience providing executive support is a plus.
  • Experience supporting and collaborating with VIPs, Executives, or other enterprise end-users (Sales, Marketing, Engineers, Scientists, Doctors, etc.) in a previous role.
  • Established experience in laptop hardware repair.
  • Strong experience with Windows 7/10/11, MAC OS desktop environments, including troubleshooting and configuration.
  • Thorough understanding of mobile devices and mobile device application functionality for smartphone operating systems such as Windows Phone, iPhone, and Android OS.
  • Excellent customer service and interpersonal skills with strong verbal and written communication abilities.
  • Solid understanding of timelines, milestones, and deliverable due dates.
  • Proficient in documentation and process management.
  • Proactive in taking ownership of tasks, managing them through completion with minimal direction, and knowing when to ask for help and escalate issues.

Education:

  • Certifications such as A+, Network+, Cisco, or MCTS are preferred.