The Remote Support Technician is responsible for providing first level service and support needs for our customers. Tech may gather additional details on the issue in order to escalate to the proper IT support team. Support relates to all technology including workstations, servers, networks, printers and vendor specific hardware and software.

[Disclaimer: This is NOT a remote position. Employee is required to go IN to our office located in Harlingen, TX]

Shift: Monday thru Friday 8am-5pm with a Saturday rotation every other month.

Basic Functions:

• IT support relating to technical issues involving Microsoft Desktops, Mac OS (Operating System) devices, network devices, and peripherals.
• Troubleshoot network related issues involving desktops, servers, firewalls, routers, switches.
• Troubleshoot peripherals such as printers, multi-purpose copiers, scanners.
• Troubleshoot Active Directory/desktop/email accounts.
• Troubleshoot productivity applications such as Office365 apps.
• Troubleshoot core business applications.
• Add/moves/changes of desktop and email accounts.
• Implement and support disaster recovery solutions.
• Maintain customer documentation as needed.

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction.
• Ability to work in a team and communicate effectively.
• Escalate service issues that cannot be completed within agreed service levels.
• Communicate with customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.
• Responsible for entering time and expenses in ConnectWise Manage as they occur.
• Work through a daily schedule in ConnectWise Manage.
• Understand processes in ConnectWise Manage by completing assigned training materials on ConnectWise University.
• Enter all work as service tickets in ConnectWise.

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Interpersonal skills: such as telephone skills, communication skills, active listening, and customer-care.
• Diagnostic skills of technical issues.
• Ability to multi-task and adapt to changes quickly.
• Understanding of support tools, techniques, and how technology is used to provide IT services.
• Typing skills to ensure quick and accurate entry of service request details.
• Highly self-motivated and directed.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Keen attention to detail.
• Exceptional customer service orientation.

Educational/Vocational/Previous Experience Recommendations:

• Associates Degree in related Information Technology field
• Minimum 2 years of IT experience
• Preferred, not required: CompTIA, Microsoft (Windows/Office365)

Benefits:

• Competitive salary based on experience and qualifications.
• Health, vision, and dental benefits. **percentage covered by employer**
• 401k w/employer matching.
• Paid time off (PTO).
• Birthday Paid time off (PTO).
• Mental Health Day (PTO).
• Promote work-life balance.
• Employer covered Life Insurance.
• Employer covered Long Term Disability.
• Performance-based incentives.
• Full on the job training & support.
• Fun working environment and culture.
• Great opportunity for advancement.

Job Type: Full-time

Pay: $16.00 - $25.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Vision insurance

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday

Experience:

• Help desk: 2 years (Required)

Work Location: In person