What are the responsibilities and job description for the Information Technology Support Technician position at Provisions Group?
The Site Support Technician provides onsite assistance to clients in resolving hardware and software issues.
· Respond to client emails in a timely manner
· Ask questions to understand technical issue as well as impact and urgency to determine priority status
· Triage client issue, create service ticket to methodically troubleshoot, diagnose, resolve technical problems in a timely manner and accurately document issue
· Prioritize and complete tasks to meet client’ Service Level Agreements (SLA’s)
· Independently identify issues and implement solutions
· Effectively communicate technical information in non-technical terms
· Use Remote Manage and Monitor (RMM) system to interact with client and client’s environment
· Track and monitor IT technical problems to ensure timely resolution
· Perform system documentation maintenance and review
· When necessary, escalate service ticket to appropriate response level when issue cannot be resolved within established guidelines
· When necessary, contact client for additional information
· Proactively perform courtesy calls to verify issue resolution and ensure client satisfaction
· Provide basic support of:
o Microsoft®-related technologies including Office, 365/Exchange, etc.
o WAN and LAN connectivity, security products, and infrastructure alerting
o VPN, RDS, DaaS, and Citrix
o Client’s line of business applications
· Execute clients’ employee moves/adds/changes in a timely manner
· Monitor RMM system alerts and notifications and respond accordingly through service tickets
· Document all activities within ticketing system to accurately capture time and expenses
· Correctly document client solutions with correct and appropriate detail within ticketing system
· Perform routine maintenance on workstations as needed
· Communicate with clients and team members to meet client expectations and deliver white-glove client service
· Develop internal relationships necessary to operate efficiently and effectively as a member of the services team
· Identify opportunities within existing client’s environment to improve system performance and client satisfaction
