What are the responsibilities and job description for the IT Support Technician position at Business Information Group, Inc?
ABOUT BUSINESS INFORMATION GROUP, INC (“big”)
When technology changes every day, it’s important to have an IT partner that delivers safe, reliable, and understandable solutions. For the past 30 years, BIG has helped hundreds of companies upgrade their technology to improve productivity, minimize downtime, and increase collaboration.
Our mission? To be an extension of our client’s business as their most trusted advisor, offering reliable technologies that provide comprehensive solutions for the built environment.
Job Summary
The IT Support Technician provides first-level technical support to BIG clients, troubleshooting hardware, software, and network issues while ensuring timely resolution. Responsibilities include diagnosing and resolving technical problems, assisting with system configurations, and maintaining accurate documentation of support requests. The position requires collaboration with internal teams to escalate complex issues and contribute to process improvements. Operating in a fast-paced environment, this role emphasizes professionalism, efficiency, and customer-focused service.
Essential Duties and Responsibilities
- Provide exceptional technical support and troubleshooting to clients through a ticketing system, email, and phone.
- Diagnose and resolve basic hardware, software, email, and network-related issues.
- Install, configure, and update software applications, device drivers, and related components.
- Monitor server performance and verify successful completion of backups.
- Maintain detailed documentation of support activities, including incident reports, troubleshooting steps, and resolutions.
- Contribute to the knowledge base by updating and creating articles for common technical issues.
- Assist in monitoring the ticketing queue, prioritizing requests, and dispatching tasks efficiently.
- Foster positive relationships with clients and team members to enhance collaboration and customer satisfaction.
- Identify opportunities to improve client service, perception, and overall satisfaction.
- Manage ticket escalations and coordinate with appropriate teams to ensure timely resolution.
- Perform other related duties as assigned.
Position Details, Work Environment & Physical Requirements
- Standard office hours for this role are Monday – Friday, 8:00am – 5:00pm local time zone.
- This is a full-time, hourly non-exempt position.
- This role is remote but may require periodic visits to the corporate office in York, Pennsylvania.
- Travel for this role is minimal.
- Ability to lift and carry up to 30-lbs.
- Ability to sit for extended periods and use a computer and keyboard for long durations. Frequent typing and use of a mouse, with fine motor skills required for accurate data entry and navigation. Must be able to maintain good posture and adjust seating and workstation to minimize physical strain.
Education, Qualifications & Experience
- Associate degree in IT Support or equivalent professional experience, including network troubleshooting.
- Strong problem-solving skills with exceptional attention to detail.
- Excellent written, verbal, and interpersonal communication abilities.
- Proficient knowledge of Virtualization, Office 365, Active Directory, DNS, DHCP, and foundational IT security principles.
- Industry certifications such as CompTIA A and CompTIA Network are preferred but not required.
Equal Opportunity Employer
It is the policy of Business Information Group, Inc. to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. All employees are subject to a pre-employment screening process including a background check and drug screen. In addition, we will provide reasonable accommodations for qualified individuals with disabilities. If you require reasonable accommodation in completing the application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to the Human Resources department.
