What are the responsibilities and job description for the Tech Support II position at Fishers Document Systems Inc?
Fishers Technology
Fishers mission is to make our customers extremely happy through technology offerings and services that maximize business efficiency and performance. And we do all that while having a great time and loving our work. Fisher's Technology has been selected as one of the Best Places to Work in Idaho for the last fifteen years.
Fishers is a leading technology provider in Idaho, Montana, Utah, & Washington to help businesses perform at the top of their game. We manage IT environments (servers, cloud environments, network equipment, computers, mobile devices, applications, Cloud, VoIP, and internet services), sell and service office equipment (from Dell, Meraki, Unifi and many others), and streamline business operations with electronic document management and related software solutions. Learn more at www.fisherstech.com
Position Summary - Tech Support II
Fishers Unified IT Team is seeking to fill our Tech Support II position with a qualified individual who has strong attention to detail, is process and detail oriented, and provides an exceptional customer experience. They will collaborate closely with other members of the Unified IT team and be responsible for supporting computers and network systems for Fishers customers.
Roles & Responsibilities
- Coordinate with customer support representatives to respond to telephone calls, emails, and personnel requests for technical support from local and remote customers.
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Identify, research, and resolve technical problems for end-users on a variety of issues.
- Assist customers with basic problem-solving in an easy-to-understand way and be able to communicate technical concepts to non-technical people.
- Follow up with IT tickets to ensure issues have been resolved.
- Report daily and hourly activities in the Customer Relationship Management tool, ConnectWise PSA (Professional Services Automation).
- Assist in other special projects and assigned duties as needed.
- Travel to customer sites within your Market (approx. 100-mile radius) to assist with IT setups, installs, ticket resolutions, etc.
- This position involves significant walking, kneeling, and climbing (ladders/stepladders).
Qualifications
- 6-months to 2 Years of experience of IT technical support required.
- Clean driving record.
- CompTia A certification preferred, can become certified within the first 90-days of employment with Fishers if you do not have current certification.
- Familiarity with Microsoft, Google, hardware, and software related to technology.
- Proven analytical and problem-solving abilities.
- Excellent communication skills, both on the phone and in writing.
- Experience assisting customers on the phone, live chat, email, and web form IT ticket submissions.
- Ability to effectively prioritize and execute tasks in a fast-paced environment.
- Ability to prioritize customer service.
- Must be able to lift 25 lbs. frequently, 50 lbs. occasionally.
Fishers Technology offers an extensive benefits package that includes the following:
- Medical, Dental, & Vision Insurance
- Life Insurance
- Additional Voluntary Life Insurance
- Paid Time Off
- Paid Holidays & Extra Floating Holiday
- 401(k) & 401(k) Matching
- Employee Assistance Program
- Flexible Spending Account
- Health Savings Account
- Short & Long Term Disability Insurance
- Accident & Critical Illness Insurance
