IT Service Tech (Martinsville, VA)

• Act as the first point of contact for customers seeking technical assistance, providing hands-on support for Windows computer equipment, servers, and a range of software applications.
• Support, upgrade, and assist with modifications to the Tyler Technologies ERP (Munis) system.
• Provide onsite installation and maintenance of IT systems, including resolving incidents with printers, copiers, scanners, and mobile devices.
• Assist in planning, scheduling, and executing upgrades, patches, and enhancements to the ERP system.
• Follow IT service desk policies, procedures, and best practices to enhance service delivery and customer satisfaction.
• Record events and problems in the ticketing system, ensuring accurate documentation and follow-up.
• Stay current with industry trends, technologies, and best practices related to IT service management and ERP systems.
• Ensure the security of sensitive data and maintain confidentiality.
• Be available for occasional after-hours work, including nights and weekends, for emergencies, system upgrades, and maintenance tasks.
• Perform ongoing training and other duties as assigned.

• Associate’s degree in Information Technology, Computer Science, or a related field. Equivalent experience will be considered.
• Demonstrated experience in an IT helpdesk/service desk environment with strong technical expertise in troubleshooting and support.
• Ability to diagnose and resolve both basic and complex technical problems independently and as part of a team.
• Excellent communication skills and the ability to collaborate effectively with stakeholders at all levels.
• Detail-oriented with excellent problem-solving and analytical abilities.
• Customer service-focused, self-starter, and self-motivator.
• Must be able to lift 50 pounds.
• Availability to work between the hours of 8 AM to 5 PM, Monday – Friday, and after-hours for project deployments or emergencies.

• Problem-Solving: Excellent problem-solving skills with the ability to diagnose and resolve technical issues efficiently.
• Communication: Strong written and verbal communication skills, with the ability to clearly convey technical information to non-technical stakeholders.
• Customer Service: High-level customer service skills, focused on understanding user needs, delivering timely support, and maintaining user satisfaction.
• Technical Proficiency: Solid technical skills in IT systems administration, including hands-on experience with Windows OS, network troubleshooting, and ERP system support.
• Analytical Thinking: Ability to analyze service desk metrics, identify trends, and implement improvements to enhance operational efficiency.
• Adaptability: Ability to adapt to changing technology, industry trends, and organizational needs, ensuring continuous improvement in IT services.
• Time Management: Ability to prioritize tasks effectively, managing time efficiently to meet deadlines and respond to emergencies as needed.
• Collaboration: Ability to work collaboratively with other departments and business units to align IT services with organizational goals.
• Physical Ability: Capable of lifting and transporting equipment up to 50 pounds, as well as working in various physical settings for equipment installation and maintenance.

• Lifting and Carrying: Ability to lift, carry, and transport equipment and materials weighing up to 50 pounds, including computer hardware, peripherals, and other IT-related items.
• Manual Dexterity: Proficiency in using hand tools, cables, and small components for assembling, disassembling, and repairing IT equipment.
• Mobility: Capability to move around the office or other work sites, including bending, reaching, and kneeling, to install and maintain IT systems, cables, and peripherals.
• Visual Acuity: Strong visual ability to read detailed technical manuals, diagrams, and computer screens for extended periods.
• Prolonged Sitting/Standing: Ability to sit or stand for prolonged periods while performing tasks such as troubleshooting, monitoring systems, or conducting installations.
• Fine Motor Skills: Ability to perform tasks requiring precision, such as connecting cables, configuring small devices, and handling sensitive electronic components.
• Working in Tight Spaces: Capability to work in tight spaces such as server rooms, under desks, or within tight areas for cable management and equipment setup.
• Extended Hours: Availability to work extended hours, including occasional nights and weekends, during emergencies, system upgrades, or maintenance tasks.

• The Service Desk Technician position is based in an on-site office setting, typically within a corporate or institutional environment. The work environment is dynamic and may involve the following:

• Office Setting: The majority of work is performed in a standard office environment, with regular use of computers, servers, and other IT equipment. The workspace is typically climate-controlled and equipped with necessary tools and resources for managing IT operations.
• Server Rooms and IT Closets: Occasional work in server rooms, data centers, or IT closets where networking equipment and servers are housed. These areas may have different temperature controls and require attention to noise levels and confined spaces.
• On-Site Technical Support: Regular interaction with various departments within the organization to provide on-site technical support. This may involve moving between different office areas, conference rooms, or other workspaces to address IT issues.
• Collaborative Environment: The role requires frequent collaboration with other IT team members, department heads, and end-users. The ability to work effectively in a team-oriented environment while also handling individual tasks is essential.
• Extended Hours: Occasionally, the work may extend beyond regular business hours, especially during emergencies, system upgrades, or maintenance windows that need to occur outside of standard operating hours. This may include nights, weekends, or holidays.
• Stressful Situations: The position may involve handling stressful situations, such as resolving critical system outages, managing high volumes of service requests, or coordinating urgent IT projects under tight deadlines.

Department: Human Resources
This is a non-management position
This is a full time position

Salary : $43,011 - $64,517