Support Technician

  • Job Type:
    Full Time
  • Compensation:
    45-65k/ Year
  • Reports to:
    Service Delivery Manager
  • Primary Job Location:
    Onsite
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GENERAL SUMMARY:

The Support Technician is responsible for handling first level support of service requests in a professional and timely manner. This relates to all technology, to include workstations, servers, printers, networks, and vendor specific hardware and software.

Key Responsibilities

  •  IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.
  •  Support of disaster recovery solutions.
  •  Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
  •  Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix.
  •  Monitor the remote monitoring and management system alerts, notifications, and respond accordingly through service tickets.
  •  System documentation maintenance and review.
  •  Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.

Additional Duties and Responsibilities:

  •  Improve customer service, perception, and satisfaction.
  •  Fast turnaround of customer requests.
  •  Ability to work in a team and communicate effectively.
  •  Work with the Help Desk Coordinator to ensure requests are routed to the proper resource to be resolved quickly and efficiently.
  •  Escalate service requests that require engineer level support.
  •  Responsible for entering time and expenses as they occur.
  •  Understand processes in ConnectWise PSA by completing assigned training materials and blueprints on the ConnectWise University.

Required Qualifications:

  • 2+ years of experience in IT or any support desk related role
  • Local to Chicago and the surrounding suburbs
  • Valid Driver’s License & Insured Vehicle

Preferred Skillsets:

  • 1+ years supporting Microsoft Windows family of Operating Systems
  • 1+ years supporting Microsoft Windows Active Directory / Entra ID
  • 1+ years supporting Microsoft M365 Cloud Services
  • 1+ years supporting Cisco Meraki Cloud Services

Candidates must be willing to travel locally, with their own vehicle on occasion. Employees are reimbursed for mileage and other expenses

Benefits:

  • 401(k)
  • 401(k) matching

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    We look forward to hearing from you.