IT Support Technician - Full-time

Midwest multi-unit retailer is seeking a qualified candidate for the position of IT Support Technician.  The Technician will provide technical support for multiple units within the organization.  The individual will handle incoming requests for support via telephone, e-mail, self-service ticketing systems and other methods supported by the company.  This role will have responsibility for staging, documentation, configuration change, shipping/receiving of hardware and user training.

Qualified candidates will have the following experience:

• At least 5 years of experience and proficiency with desktop support of Windows 7, 10 and other Windows based OS.
• Experience with iOS devices to include iPhone, iPad and MacBook.
• Strong understanding of installation, configuration and troubleshooting for software, hardware, networking and accessory equipment.
• Experience directly supporting end users with proven success of delivering high level of customer service.
• Knowledge of basic network concepts.
• Associates degree or certification in related field or equivalent experience preferred.
• Experience in multi-unit retail environment.

Qualified Candidates possess the following abilities and characteristics:      

• Ability to work first and second tier helpdesk and on-call rotations.
• Strong analytical and troubleshooting skills to assess problems and develop solutions
• Ability to stage and deploy laptop, desktop, phone and point of sale equipment.
• Outstanding written and verbal communication skills.
• Strong organizational skills and with the ability to work under pressure, prioritize and to handle multiple competing tasks and demands simultaneously.
• Ability to work independently as well as collaboratively with other staff members to accomplish Service Level Objectives of the organization.
• Instill and deliver a culture of customer satisfaction/customer experience.
• Highly professional and ethical with unquestioned integrity.
• Results Orientation: demonstrates a sense of urgency to overcome obstacles and achieve measurable results.

Essential Duties and Responsibilities:

• Respond to hardware and software problem calls on site or over the phone for users. Investigate error messages and areas of potential problems while determining resolution.

• Install, configure, maintain, and troubleshoot a wide range of company software.  Performs hardware/software upgrades to existing computer equipment as needed.
• Test programs and systems, conduct analysis to determine and identify problem areas.

• Analyze and document problems with vendor supplied software, generate documentation for submission of software problems to vendors, contact outside resources for input into resolution, and apply corrective action.  

• Train users in startup, basic and advanced use of software programs.

• Perform other related duties as required to accomplish the objectives of the position.

Interested candidates can submit their qualifications and interest to dczarnyszka@roadrangerusa.com