What are the responsibilities and job description for the IT Support Technician position at Stratus?
Job Summary: The primary responsibility as IT Support Technician is interfacing with end-users by providing help desk support. This means triaging and/or directly attending to support calls from the floor and from remote users while providing the highest level of customer service. This team member will provide both simple and advanced support depending on the nature of the issues reported.
This person will also be responsible for managing and maintaining the desktop/laptop environment. This means building PC and laptops (hardware and software), keeping virus definitions current, keeping OS patches/updates current, maintaining components (memory, disk, etc.), water falling hardware, etc.
Additional duties will include network-level troubleshooting, maintenance, and implementation as directed by leadership.
Our Exceptional Benefits Plan includes:
Responsibilities
Skills
This person will also be responsible for managing and maintaining the desktop/laptop environment. This means building PC and laptops (hardware and software), keeping virus definitions current, keeping OS patches/updates current, maintaining components (memory, disk, etc.), water falling hardware, etc.
Additional duties will include network-level troubleshooting, maintenance, and implementation as directed by leadership.
Our Exceptional Benefits Plan includes:
- Supportive & Friendly Culture
- Manage national accounts for Fortune 500 companies
- Medical, Dental, Vision coverage options
- Flexible Spending & Health Savings Accounts
- Company paid Life Insurance
- 401k with Employer Contribution
- Company paid Short/Long Term Disability
- Generous Paid Time Off program Holidays
- Career Growth Opportunities and Career Mapping
- Additional perks including Pet Insurance, Employee Assistance Program, Educational Assistance Program, Identity Theft Protection, Critical Illness Plans, Commuter Benefits and various employee discount offerings from our Vendors
- Per diems available when traveling
Responsibilities
- Primary responsibility is user support and customer service. Be present and visible in the Help Desk and available to users requiring technical assistance
- Field incoming help requests from end users via both telephone and work orders in a courteous manner.
- Follow standard Help Desk operating procedures; accurately log all Help Desk contacts using call-tracking software
- Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- Become familiar with Stratus policies, services, and staff.
- Demonstrate professional behavior and attitude at all times in line with department expectations.
- Other duties as assigned.
- Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
- Ability to provide technical support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired
- Good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it.
- Trains users, answers questions and interprets instructions in order to ensure that end users are familiar with how hardware and software works
- Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
- Creativity. Ability to think around problems and come up with creative solutions is helpful.
- Documents hardware and software changes for future reference
Skills
- Comprehensive knowledge of all Windows-based operating systems
- Comprehensive knowledge of all desktop applications
- Experience working in Active Directory
- Sound diagnostic and troubleshooting skills
- Understanding of basic networking practices
- Must be well organized
- Exhibits the capability to build strong client relationships and maintain their confidence.
- Must be accustomed to working on various issues simultaneously and ensuring the integrity of each project
- 2 years of IT Support experience
- High-school graduate
- CompTIA A , Microsoft Certifications (preferred)
- Basic typing
- Verifiable experience in customer service
- Expected work hours are 8:00AM to 5:00PM, with overtime as needed.
- Must be able to respond reasonably to emergency situations, power outages, network outages, viruses, etc quickly.
