The Sr IT Service Desk Technician position will serve as the initial point of contact for support requests received through the IT ticketing system. This role will provide quality technical support to employees by resolving issues satisfactorily and promptly. Having a broad range of experience supporting end user hardware, software, networking, enterprise applications, reporting, AV, and phones used daily is desirable. Most of the time spent will be prioritizing tickets and supporting end users to resolve issues.
In addition, this role will participate in new technology initiatives and a variety of IT programs in various capacities. This position is involved in the procurement and installation of corporate end-user technology and onboarding employees.
On-site: Monday-Friday. Occasional evening/weekend support needed for testing changes.
Responsibilities
- Prioritize requests, resolve technical issues, and provide high-quality support to our employees, support will be provided either in-person or remote using various IT tools
- Document issues and resolutions using ticketing system
- Set up, maintain, and troubleshoot Microsoft Windows, Apple Mac OS desktops/laptops and iPads/iPhones
- Must possess the ability to exercise judgment and take the initiative to rebuild, image, troubleshoot, and manage hardware and applications running on Windows/MAC OS, including Office applications, email and other critical applications
- Install, repair, upgrade, test, and perform preventative maintenance on a variety of computer systems, AV equipment, telephones, and peripheral devices
- Maintain excellent communication with all end users, vendors, and other members of the technology department
- Maintain inventory of all hardware and software resources and surplus equipment
- Create and update departmental and end-user documentation
- Other duties as assigned
Requirements
- Minimum 3 years’ Customer Service experience
- Minimum 3 years’ previous Service Desk or Desktop Support experience supporting internal customers
- Minimum 3 years’ experience supporting Windows environments
- Expert knowledge of M365
- Basic knowledge of Networking Wireless, TCP/IP, DNS, DHCP, VPN
- Exposure to Identity systems and MFA
Competencies Required:
- Detail oriented, strong eye for errors and inconsistencies
- Strong analytical and problem-solving skills with ability to work independently
- Excellent written and verbal communication skills
- Technical aptitude, strong understanding of principles and mechanics for effective data structure and analysis
- Technical aptitude, strong understanding of principles and mechanics for effective data structure and analysis
Education and Abilities Required:
- High School Diploma or GED required
- Associates degree or Bachelor’s degree strongly preferred
- A+, Network+, MCSE or other certifications a plus
Physical Requirements:
- Ability to move product weighing up to 25 pounds, including lifting, placing, pushing and pulling
- Valid driver’s license, reliable transportation
Work Environment:
- Must live within an agreed upon location/ geography to service customers and employees
- Ability to remain at a stationary position 50% of the time
Benefits
- Medical, Dental amp; Vision Insurance
- Retirement: 401(k) matching
- 7 Company Paid Holidays and 1 Float Holiday!
- PTO to support your work-life balance
- Health Savings Account (FSA)
- Dependent Care (FSA)
- Life amp; Disability Insurance Basic Life, ADamp;D, Short- amp; Long-Term Disability and more!
Disclaimer:The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.
Mitchell Lewis amp; Staver provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.