Job Title: Technician II

Job Category: Service Delivery
Group: Managed Services

Supervisor: Service Team Lead
Location: Kansas

Position Type: Non-Exempt
HR Contact: Director of Administration

PRIMARY ACCOUNTABILITY

The Technician II is responsible for providing advanced technical support to users with computer software and hardware problems and maintaining documentation. This position is also responsible for responding to and diagnosing problems, including recognition, research, isolation and resolution steps. Additionally, the Technician II coordinates the dispatch of technical, professional or service personnel for service, repair, or training.

ROLE AND RESPONSIBILITIES

Troubleshoot and resolve IT support issues submitted by Premier One clients
Maintain advanced knowledge of clients, their IT systems, and their relationship with Premier One
Maintain advanced knowledge of supported Line of Business applications
Establish positive relationships with clients face-to-face, by telephone, and by email
Maintain a working team relationship with the Service and Engineer teams
Provide training, documentation, and knowledge transfer to technicians
Promote, manage, and develop documentation and SOPs
Provide escalation IT support for technicians
Perform on-call responsibilities as assigned by supervisor
Primary Systems: ConnectWise, ScreenConnect, IT Glue, Managed Workplace, Microsoft 365, Phin, 3CX, Windows Server OS, Windows 10/11 OS, Active Directory, Various Line of Business Applications

GENERAL EXPECTATIONS

Provide superior client service by resolving problems efficiently and responding quickly
Ability to work independently and in team settings
Ability to work efficiently with attention to details and quality of work produced
Ability to work with myriad of personality types in a congenial and respectful manner
Ability to communicate effectively, both verbally and in writing, with staff, clients, and the community
Ability to establish and maintain working relationships across all levels of Premier One’s staff and clients
Ability to effectively work in a high pressure, fast-paced environment and be held accountable for results
Ability to organize, multi-task, plan and set priorities with minimal supervision
Ability to handle sensitive and confidential situations or information with poise, tact and diplomacy
Ability to be in office at Topeka HQ as required to serve client need
Maintain an attitude of confidence, enthusiasm, and positivity

EDUCATION AND EXPERIENCE

High School Diploma or GED is required; some post-secondary education or training is preferred
Minimum 4 years of IT support and customer service
Demonstrated troubleshooting ability for hardware and software across multiple platforms

REQUIRED CERTIFICATIONS

CompTIA A+
Microsoft Azure Fundamentals (AZ-900) - Preferred

KEY PERFORMANCE INDICATORS

Maintain Customer Satisfaction Survey Average of greater than 95%
Productivity >= 85% Average Productive Time
Average Resolution Time<= 4 Hours
Average Response Time<= 60 Minutes
Tickets Closed Per Day >= 8

PHYSICAL DEMANDS

Must be able to sit and stand for extended periods of time
Hearing and visual acuity within normal range
Ability to communicate clearly and quickly on the phone and via video conference
Manual dexterity to operate keyboard, calculator, and telephone
Ability to read computer screens, email, and written documentation
Bending, kneeling, stooping, and walking may be required to carry out job responsibilities
Ability to lift up to 50 pounds

WORK ENVIRONMENT

Professional and deadline-oriented environment in an office setting
Interaction with team and clients
Available Monday through Friday, 7:00 am to 5:00 pm CST, based on business needs

ADDITIONAL DUTIES
Additional duties and responsibilities may be added to this job description at any time. The job description does not state or imply that these are the only activities to be performed by the employee(s) holding this position. Employees are required to follow any other job-related instructions and to perform any other job-related responsibilities as requested by their supervisor.

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Technician II