IT Support Technician - Tier I

Role Description: The IT Consultant provides quality remote and on-site support to clients. This role involves developing policies and procedures for troubleshooting IT issues, assessing new products or services, and suggesting enhancements. The position requires extensive knowledge, professional discretion, significant ingenuity, and flexibility to achieve goals.

Responsibilities:

1. Travel to various client locations to perform onsite work on computer and network hardware and/or software.
2. Provide helpdesk support to clients.
3. Troubleshoot network issues.
4. Work proactively to improve clients’ technology.
5. Deploy and set up servers, networks, firewalls, switches, wireless networks, etc.
6. Communicate with client contacts to make necessary decisions and ensure satisfaction.
7. Install/replace/repair hardware and software as necessary.
8. Back up all client data to ensure no data loss and maintain the ability to revert to the client's original state.
9. Make suggestions for upgrades or changes to enhance the clients’ network/system and improve overall client experience.
10. Develop policies and procedures for troubleshooting specialty issues, including identification, documentation, distribution, and resolution.
11. Assist the service desk as needed to effectively resolve other outstanding tickets.
12. Field telephone calls, email communication, and support tickets regarding computer hardware and software.
13. Effectively communicate with internal and external contacts at all levels.
14. Promptly enter time into timesheets, tickets, and all other required documents.
15. Perform other duties as assigned or otherwise identified.

Required Skills:

• Experience deploying and setting up servers, networks, firewalls, switches, wireless networks, etc.
• Previous IT support experience
• Must be self-motivated, responsive, and have a sense of urgency.
• Excellent communication skills; comfortable talking with people at all levels.
• Ability to manage multiple tasks and deadlines on a tight schedule.
• Strong problem-solving skills.
• Ability to work both independently and as part of a team.
• Attention to detail.
• Ability to learn quickly and adapt to new technologies.
• Strong customer service orientation.
• Must have a valid drivers license

 

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