What are the responsibilities and job description for the IT Support Technician position at CTI Technical Services?
This position will largely entail phone-based and face-to-face customer support. We seek candidates who have successfully been able to resolve all assigned tickets according to established metric guidelines and goals with the ability to efficiently resolve and understand all technology, including: workstations, servers, printers, networks, and vendor specific hardware and software.
Under minimal supervision, the successful candidate will:
- IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Microsoft's HyperV
- Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, Active Directory, Azure, O365
- Support and Implement disaster recovery solutions
- Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, switches and security
- Remote access solution and support: VPN, RDS Services
- Log and properly document all issues, follow-up, and resolution information for each assigned ticket
- Identify customer concerns or issues and resolve, or escalate to Team as appropriate
- Pro-actively seek out solutions to less common problems and develop workarounds
- Utilize resources such as FAQ’s, knowledge bases, white papers, websites, resolved ticket information and help tools to locate solutions
- Maintain working knowledge of all related policies, procedures, application installation guidelines, system configurations, and current hardware, through on-going training and self-initiated research and study
- Demonstrate a consistent sense of urgency on open issues to ensure timely resolution
- Ensure timely follow up to all assigned open tickets
- Provide training to other team members as required
- Provide assistance to other team members as required
- Participate on special projects as required
- Participate in after hours and weekend support as required for special projects
- System documentation to include system reviews and recommendations
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages
- Maintain specific knowledge of the customer and how IT relates to their business strategy and goals
- Develop in-depth knowledge of the service catalog and how it relates to customers’
Desired but not essential qualifications
- Knowledge and experience using a trouble ticketing system such as Kaseya
- Knowledge of Remote Monitoring and Management tools (RMM) typical in the MSP industry
Qualifications
- U.S. Citizenship.
- Familiar with standard concepts, practices and, procedures within a particular IT field.
- Excellent customer service skills
- Ability to follow established guidelines and instructions.
- Ability to lift equipment weighing up to 50 Lbs.
- Good problem-solving skills
- Valid Driver’s License
- Excellent verbal and written communications – Fluent in English
- Ability to work on a rotating on call team
- Excellent attendance and punctuality
Helpful Tech
- SonicWall Firewalls
- Dental Practice Management software or Digital Radiography software i.e. Carestream Imaging, Softdent, PracticeWorks, Dentrix, Eaglesoft, MOGO, DEXIS or Schick Dental
- 3CX VOIP
Job Type: Full-time
Pay: $65,000.00 - $75,000.00 per year
Benefits:
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
Schedule:
- 8 hour shift
Work Location: In person
Salary : $65,000 - $75,000