What are the responsibilities and job description for the IT Technical Support Representative position at Becklar?
IT Technical Support Representative
Rexubrg, ID Hybrid
Becklar's mission is to create solutions for a safer world through our innovative technologies and caring people. Becklar is the parent company of AvantGuard Monitoring and Freeus. AvantGuard is one of the largest and fastest growing monitoring companies in the nation. We monitor alarms (security, fire, medical, IoT, and more) throughout the nation for over 1.7 million subscribers every day. Freeus is an award-winning wholesale provider of IoT products and platforms to give people peace of mind and safety inside and away from the home, and we are shaking up the industry in the PERs space. What makes us stand out is that at Becklar We Care F.I.R.S.T. In other words, we're Fun, Innovative, we value Relationships, we give great Service, and we work together as a Team to extend Trust to those around us.
About this Position: Under direction of the IT Help Desk Manager, in this role you will perform all Internal support tasks to ensure the proper operation of IT related equipment and services. This includes receiving, prioritizing, documenting, and actively resolving end user requests promptly and professionally. This role will also perform scheduled preventative maintenance on enterprise systems as well as actively monitor and triage system alerts will be part of a rotating on-call rotation.
Reasons You'll Love Becklar
- Tons of growth opportunities
- Stability - We have been in business since 1977 with continual growth and strong profitability in one of the most secure industries
- Free mental health assistance for all employees
- Great 401(k) retirement plan with company match for all employees
- Tuition reimbursement and continued learning opportunities
- An award winning culture that was recently recognized as a top workplace in the US.
- A FUN team, company parties, work-life balance, weekly pay days, and more!
What You'll Do:
- Diagnose and resolve hardware and software problems in a timely and efficient manner.
- Communicate effectively with customers and other departments.
- Monitor and respond to system alerts and notifications to identify and resolve potential issues.
- Document all technical support activities, including troubleshooting steps and resolutions, in the ticketing system.
- Maintain inventory of hardware and software assets, including tracking and ordering necessary supplies.
- Stay up-to-date with emerging technologies and industry trends to enhance technical skills and knowledge.
- Provide technical support and guidance to users over the phone, via remote access, through e-mail or in person to resolve various computer- and network- related issues.
- Build rapport and elicit problem details from service desk customers.
- Installation, troubleshooting and support for desktop and laptop computers and all aspects of various Microsoft Windows operating systems.
- Develop how-to documentation for frequently asked questions.
- Performing preventative maintenance, including patching, checking & maintenance of workstations, printers, and peripherals.
- Test new technology, and other duties as assigned related to technical support.
- Participate in a rotating on call schedule
Skills Needed:
- Ability to work the hours of midnight-8am.
- High school diploma required, associate degree or actively pursuing a degree in a related area and/or 2 years’ experience in the IT field strongly preferred.
- Knowledge of basic computer hardware and software, including servers, desktop, laptop, firewalls, routers, switches, AP’s, telephony, printers, and cabling strongly preferred
- Experience with Microsoft operating systems and Office Suite required
- Ability to provide outstanding customer service
- Prior ITIL Foundation experience is beneficial
- Must be able to interface directly with users with a wide variety of technical skills in a professional manner
- Possess a close attention to detail
- Highly self-motivated and directed
Becklar, LLC is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status
