IT Support Technician II

Benefits:

• Paid time off
• Paid holidays ( 1 floating holiday)
• Health benefit reimbursement plan
• Hybrid work
• 401(K) matching
• IT Certification Support: Approved certifications will have exam fees covered and dedicated study time during business hours.

Digital DataComm, is a Managed Service & Security Provider (MSP/MSSP), providing IT Services and solutions for small, medium, and large enterprise companies. We are looking for a socially suave, logical thinker who can troubleshoot/solve problems using logic and is an expert on Windows OS (I know socially suave, and IT don't go together, but we try). If you already have some IT experience and want much more IT experience, to learn multiple different environments/IT infrastructures, to work alongside managers/owners of multiple different organizations helping to support businesses using technology and seeing several different technology environments this is the job for you. This is a fully remote position with the expectation of in-person client visits within the Saint George area as needed, where you’ll provide hands-on support, troubleshoot issues, and ensure that our clients' IT operations are running smoothly. We also highly emphasize further learning with all our technicians always working on their next Microsoft certification (*company approved cert, not as fun I know but company gives time during work hours to study and pays for testing).

If you haven't used Event Viewer to figure the cause of a problem and resolved it, this position isn't for you yet.

Now all the boring company stuff:

Responsibilities:

Successful candidates will have experience in and be responsible for the following:

• Maintain, deploy, and set up computer workstations, telephone equipment and other IT related technology
• Maintain/setup employee user rights and permissions in multiple systems (including Microsoft 365) ensuring timely setup and removal of users
• Maintain and update systems with necessary patches and software updates
• Ability to observe and differentiate the status indicators (green, amber, and red lights) on network/server equipment to assess operational -status.
• Field incoming help requests from end users via both telephone and email requests in a courteous and timely manner
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
• Ability to handle complex technical issues and escalations that Level 1 technicians are unable to resolve.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
• Identify and learn appropriate software and hardware used and supported
• Identify/Research/Test/Verify fixes to ensure problem has been adequately resolved
• Perform post-resolution follow-ups to help requests
• Develop help sheets and knowledge base articles for end users
• Perform related duties consistent with the scope and intent of the position (this can include troubleshooting/interacting with WAPs that are mounted on ceilings and lifting/mounting UPSes)
• Network/telephone wiring required from time to time
• Some on-call responsibilities as part of a rotating schedule, as environments are supported 24x7
• Advanced knowledge of Windows OS (Windows 10/11). Ability to troubleshoot, configure, and secure these systems.
• Ability to provide both remote and on-site support as needed. This includes troubleshooting, installations, upgrades, and migrations.
• A positive customer support-oriented mindset

Qualifications:

• 2 years of experience in IT
• Associates degree preferred or equivalent experience in the same field

Nice to Have:

• Knowledge of networking protocols (TCP/IP, DNS, DHCP, VPN, etc.).
• Experience with virtualization technologies (VMware, Hyper-V, etc.) and cloud-based solutions
• Experience with PowerShell/scripting.
• Certifications in CompTIA A , Network , or other Microsoft Certifications.

Job Type: Full-time

Pay: $20.00 - $26.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Employee discount
• Paid time off
• Referral program

Schedule:

• 8 hour shift
• Monday to Friday
• On call

Ability to Commute:

• Saint George, UT 84770 (Required)

Ability to Relocate:

• Saint George, UT 84770: Relocate before starting work (Required)

Work Location: Hybrid remote in Saint George, UT 84770

Salary : $20 - $26