Job Description
Job Description
Job Title : System Support Technician I
Role : As System Support Technician I, you’re responsible for the day-to-day operation of the Help Desk board, ensuring that customers are receiving timely responses and accurate solutions to their support requests. You will be providing customer service at the highest level, be an active and engaged team player, and seek growth contiguous with the challenges you’ll be given. You will be a member of the team and show that you can uphold the Tekmanagement culture. This full-time position requires a 40-hour workweek during support hours Monday to Friday 7 AM to 5 PM, along with peak client needs. You will spend 85% of your time as a technician and 15% of your time performing administrative tasks such as L10 Meetings, Ticket Cleanup, and Triaging. The System Support Technician I reports directly to the Tier 1 Team Lead.
Key Responsibilities :
- Technical Understanding : Familiarity with contemporary managed IT services, cloud solutions, cybersecurity, and other relevant technologies, allowing for effective communication with both clients and the technical team.
1 - 3 years of experience
Understanding and experience using active directory and Office365 Entra / Azure ADUnderstanding of group policy, experience not required but knowledge of its function and what settings it controlsNetworking troubleshooting basics, knows TCP / IP and understands routing, is familiar with gateway, subnet mask, dynamic IP, static IP, and how firewalls handle traffic and routingWireless network troubleshooting basics, connect to Wi-Fi, removal of remembered connections, enable / disable adaptersWindows foundational tasks such as :Driver install / reinstall
Printer install, local and sharedApplication installation / uninstallationUnderstanding of administrative functions, UAC, services, sharing, NTFS permissionsCustomer Experience and Service Excellence : Enhance customer satisfaction by developing and implementing improvement measures, ensuring accurate documentation of client environments, and resolving complex inquiries as an escalation point. Champion service excellence by upholding SLAs and consistently achieving performance goals.Documentation : Ensure proper documentation of all client environments, configurations, and procedures.Collaboration : Work closely with cross-functional teams, including technical resources, sales representatives, account managers, and executive leadership, to ensure smooth coordination of customer support initiatives. Facilitate communication between departments to align on customer priorities and business objectives.Time management : Effectively plan, prioritize, and allocate time to tasks and projects to meet deadlines without compromising quality.Personal growth and development : Demonstrates a commitment to continuous self-improvement by seeking opportunities to develop skills, knowledge, and expertise. Embraces feedback as a tool for growth and proactively sets and pursues goals for personal and professional advancement. Adapts to new challenges with a learning mindset, fostering resilience and a dedication to ongoing development.Certifications : Acquire and maintain relevant certifications.Required Competencies :
Technical Understanding : Familiarity with contemporary managed IT services, cloud solutions, cybersecurity, and other relevant technologies, allowing for effective communication with both clients and the technical team.Problem Solving : Exercise advanced problem-solving skills to identify, analyze and resolve issues that arise during a project or situation.Critical Thinking : The ability to think objectively and challenge assumptions when appropriate.Customer Service : Ability to offer support to your co-workers and customers. Providing good customer service means being a reliable partner to our customers and to Tekmanagement according to the Tekmanagement way.Effective communication : Convey vital information to employees, management, and customers. Being able to collaborate with customers and team members to improve overall customer experience. Communicate with Account Manager on all customer inquiries.Conflict Resolution : Handles disagreements between customer and team members and interdepartmental disagreements. Ability to work effectively under stress and remain calm, and to calm other people during rapidly changing situations.Adaptability : Respond to customers’ needs and changes within the company to improve the customer experience.Multitasking and Prioritization : Attention to detail and accuracy while having a positive attitude and keeping enthusiasm. Able to rightly understand how to prioritize workload based upon Tekmanagement’s prioritization model and training.Interpersonal Skills : Build relationships within your team to improve collaboration and success. Having the insight into your coworkers, supervisors, or customers’ personality to do your job more effectively. Basic ability to use negotiation skills to discuss and reach an agreement with coworkers and customers professionally. Developing Practice a cooperative approach to work well with others. Motivate individuals who inspire others and take charge when needed.Accountability : Model responsibility and continuous improvement, fostering a culture of ownership and reliability.Self-Awareness : Demonstrate self-awareness by taking responsibility for your actions and decisions. Having a deep understanding of your strengths, weaknesses, and the impact of your actions on others. Self-aware leaders are conscious of their behavior and how it affects their team, which enables them to make informed decisions, leverage their strengths, and address areas that need improvement. Recognize your limitations and seek help, delegate tasks, and continuously strive to develop your skills.Required Character Traits :
Integrity and Honesty : Demonstrates ethical behavior and transparency in all actions, even when no one is watching.Humility : Practice humility with all. Know your capacities, defer to others more capable, seek input, and receive guidance.Cheerfulness and Uplifting Attitude : Maintains a positive and encouraging demeanor, fostering a pleasant work environment.Compassion and Service-Minded : Shows genuine care for customers and team members, prioritizing their needs and well-being.Consistently Positive : Inspires and guides the team with a clear vision, leading by example.Self-Motivated and Hard-Working : Takes initiative and consistently puts in the effort to achieve goals.Results-Oriented : Focused on achieving measurable outcomes and driving the success of the company.Accountability : Practices personal and team accountability.Protectiveness : Protects the people, the brand, the assets, and the reputation of the company.Golden Rule : Treats others the way you want others to treat you.Dependable : Demonstrates the character to be reliable, steady and trustworthy. Your teammates can count on you to do your job correctly and on time.Empathy : Possesses the ability to take on another’s perspective, to understand, feel, and possibly share and respond to their experience.Company Description
Tekmanagement Inc. has been providing IT support to businesses in Southern Oregon and Northern California for over 40 years. We are recognized as one of the 100 Best Companies to work for in Oregon according to the Oregon Business 2022, 2024 and 2025 survey.
Company Description
Tekmanagement Inc. has been providing IT support to businesses in Southern Oregon and Northern California for over 40 years. We are recognized as one of the 100 Best Companies to work for in Oregon according to the Oregon Business 2022, 2024 and 2025 survey.
