What are the responsibilities and job description for the IT Technician position at Etheridge Holdings LLC?
THIS POSITION MAY BE FILLED AS A LEVEL 1, LEVEL 2, OR LEVEL 3 DEPENDING ON QUALIFICATIONS.
WHO WE ARE
EPC was conceived and operates to provide anyone who desires to provide for their families through the work they do, an opportunity to do so. Everything we do revolves around the vision of a company that provides safe, quality work, driving customer demand that ultimately results in the creation of new job opportunities in the markets we serve. We focus heavily on our Core Values and expect all our employees to operate with those Core Values in Mind. These Core Values are Live Safe, Customer First, Do the Right Thing, Be at Team Player, and Be Productive.
WHAT WE’RE LOOKING FOR
This position is responsible for supporting the organization’s IT needs via telephone, email, and in-person support related to troubleshooting and resolving technology issues. Issues may range from hardware to software, telephony, connectivity, and other IT-related matters across the organization.
WHAT YOU GET TO DO
WHO WE ARE
EPC was conceived and operates to provide anyone who desires to provide for their families through the work they do, an opportunity to do so. Everything we do revolves around the vision of a company that provides safe, quality work, driving customer demand that ultimately results in the creation of new job opportunities in the markets we serve. We focus heavily on our Core Values and expect all our employees to operate with those Core Values in Mind. These Core Values are Live Safe, Customer First, Do the Right Thing, Be at Team Player, and Be Productive.
WHAT WE’RE LOOKING FOR
This position is responsible for supporting the organization’s IT needs via telephone, email, and in-person support related to troubleshooting and resolving technology issues. Issues may range from hardware to software, telephony, connectivity, and other IT-related matters across the organization.
WHAT YOU GET TO DO
- Provide Level 1-3 escalated technical support to end-users via phone, email, and in-person.
- Troubleshoot and resolve all hardware, software, and network issues escalated.
- Handle field/construction devices (Tickets, provisioning, patching, quarantine and remediation.)
- Conduct beginner through advanced training sessions for all users, increasing usability, comfortability and decrease downtime/underutilized tools.
- Create and maintain user guides and documentation to assist users in resolving common problems.
- Maintain and resolve any issues on core systems.
- Perform regular system backups and data recovery efforts.
- Perform scheduled maintenance, patches and updates to ensure optimal system performance. Generate cloud/virtual infrastructure as designed by the IT staff.
- Ensure key endpoint connectivity to cloud environment.
- Maintain regular maintenance intervals for optimal performance.
- Provide emergency maintenance and servicing as needed.
- Ensure performance if IT systems and initiatives.
- Responsible for system hardening.
- Handle routine stress tests.
- Manage all back up/disaster recovery practices.
- Ensure backup frequency is maintained.
- Maintain all active directories, this includes UPN and Sec groups and policies.
- Handle all data migration and cutovers (as needed).
- Provide detailed and up-to-date documentation on all systems in knowledge base.
- Maintain up-to-date system map.
- Troubleshoot and resolve all cloud computing related tickets.
- Ensure proper disposal of VHD and other data as needed.
- Maintain proper communication between user base and leadership on feature updates/high impact changes to the environment.
- Provide exceptional customer service, ensuring the comfortability, confidence, and awareness of our users.
- Maintain a positive and professional demeanor while interacting with users and colleagues.
- Assist internal customers with the submission and retrieval of relevant data as needed.
WHAT WILL HELP YOU STAND OUT
- Associate or bachelor’s degree in information technology, Computer Science, a related field or equivalent experience is required.
- At least 3 years’ prior experience in a helpdesk or technical support role is highly preferred.
- AZ-900 Fundamentals required, higher appreciated
- AZ-220 IOT developer appreciated
- Basic understanding of computer hardware, software, and networking concepts.
- Strong problem-solving and troubleshooting abilities.
- Excellent communication and customer service skills.
- Ability to work independently and as part of a team.
- Prior experience developing, configuring, deploying, troubleshooting cloud computers/servers is a plus
- Experience with AWS or VMware is preferred.
- Professional with Windows, Mac (iOS and iPadOS included), Chrome OS, and Linux operating systems.
- Prior experience in a call center or similar customer service role is preferred.
WHAT WE ARE OFFERING
- Full-time opportunity in a fast-growth company!
- Opportunity to work autonomously. None of that micromanaging garbage. We hate that!
- Competitive pay
- Comprehensive benefits package (medical, dental, vision)
- Retirement plan with company match
- Company paid time-off.
- Weekly paychecks!
WHAT TO EXPECT
- This position normally works in an office environment with typical office interactions.
- In addition to normal indoor work, some outdoor work could be required to support the organization and satellite offices/locations.
- May be required to stand, sit, bend, twist, and reach as part of the job.
- Extended periods of standing on your feet may be required.
- May be required to lift up to 80 pounds.
- Must be able to pass a background check, drug screen, or other job-related pre-hire screenings related to the job.
- Some travel (up to 50%) could be required as part of this role to support the different geographic locations.
Disclaimer: The above information on this description has been designed to include the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. We are proud to be an Equal Opportunity Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. We retain our right to at-will employment at all times and this job description is not meant to be intended as a contract or guarantee of employment at any time.
