What are the responsibilities and job description for the Technical Support position at IT TechPros, Inc.?
POSITION SUMMARY
As a Technical Support Technician, you will provide excellent and friendly end-user IT support for local and remote users across our client base. You will demonstrate outstanding customer service skills and a strong knowledge of Windows Operating Systems, Microsoft Active Directory structure, and basic networking systems and protocols. You will be joining an excellent IT team that prides itself on a high degree of quality and accuracy. In this role, you will be responsible for:
- Monitoring and handling support ticket queue
- Perform Remote or Onsite troubleshooting of PCs and equipment
- Setting up and deploying desktops and laptops
- PC backup, migration and recovery
- Going onsite to perform scheduled hardware repairs
- Installing and configuring printer/network devices
- Performing daily back-ups and spot-checks
- Office 365 user set-up and troubleshooting
- Documenting IT processes
- Creating physical and logical infrastructure diagrams
- Keeping inventory of IT equipment
- Taking a proactive approach by identifying possible areas of improvement before issues arrive
- Communicating promptly and professionally with clients and team members
- Learning and researching new technologies, solutions, or procedures
- Demonstrating good core values of leadership, accountability, transparency, and integrity
- Meeting regularly with IT Manager to provide status updates
- Perform additional tasks are required and needed by management
INTERPERSONAL SKILLS
- Self-motivated and independent
- Seeks new knowledge and strives to innovate where possible
- Outstanding communication skills, both verbally and written
- Has the ability to listen and empathize with client requests or challenges
- Has a strong sense of urgency in order to follow through with projects and client requests
- Is a quick thinker and can make correct recommendations while under pressure
- Is respectful, considerate, and kind to team members and clients
- Has a strong work ethic
- Can prioritize tasks efficiently
QUALIFICATIONS AND REQUIREMENTS
- Cloud Technology (Office365, Azure, Google Apps)
- Microsoft Office Productivity Suite (Outlook, Word, Excel, PowerPoint, Visio)
- Computer peripherals such as printers, scanners, wired and wireless devices
- Certificate in A or Network
- Knowledge of networking concepts (TCP/IP subnets, DNS, SMTP, Routing)
- Windows Server Active Directory and Group Policy
- Desktop/Laptop imaging solutions
- Virtualization Technologies (VMware ESXi, Hyper-V, etc)
- Wireless Access Points
- Smartphones (iPhone, or Android)
- Safely lift and move equipment up to 50 lbs.
WORK SCHEDULE
- Full-time (80hrs)
- Travel throughout San Diego County as needed
BENEFITS
- Two (2) weeks paid vacation
- 40 hours of sick time annually
- Medical & Dental
- Paid Holidays
- Mileage Reimbursement
- Company Laptop & Phone Stipend
- Technical Certification Reimbursement (Upon Passing)
- Employee Referral Program
