IT Support Technician

Are you the go-to tech whiz among your friends and family? Do you enjoy unraveling technical puzzles and making technology work seamlessly for others? Join our team as anIT Support Technician and embark on a rewarding journey of providing vital technical support to our valued users. Your expertise will be at the heart of ensuring our users have a trouble-free experience with our IT systems and services.

KEY RESPONSIBILITIES and TASKS:

• Be the friendly face and voice of our support team, offering timely and empathetic help to our users through phone, email, chat, or in-person interactions.
• Master the art of managing support tickets, ensuring efficient tracking, task prioritization, and timely resolution, all while keeping meticulous records.
• Assist users with password resets and account management while maintaining the highest security standards.
• Dive headfirst into technical challenges, diagnosing and resolving hardware, software, and network issues to keep our users up and running smoothly.
• Offer training and guidance to our users on how to use software and hardware efficiently.
• Contribute to our knowledge base by documenting common issues, crafting helpful troubleshooting guides, and sharing solutions, empowering our users to help themselves when needed.
• Escalate complex or unresolved issues to higher-level support or development.
• Develop a deep understanding of the Everidge IT systems and services to provide accurate information and assistance to users.

Qualifications

SPECIFIC KNOWLEDGE, SKILLS, LICENSES, CERTIFICATIONS, ETC:

• 1 to 3 years of experience with desktop support, customer service, network, and telephony support
• Excellent written and verbal communication skills.
• Strong Windows Operating System, hardware, and networking fundamentals.
• Active Directory Experience: managing user accounts, security groups, and permissions.
• Troubleshooting skills for applications running on MS Windows based platforms (office, browsers, printers, etc)
• Knowledge of Asset Management.
• Basic understanding of LAN, VPN and WAN networks.
• Proficient in the Microsoft 365 suite and Azure AD.
• Must be able to stand, kneel, and crawl under desks to set up workstations.
• Must be able to unbox, lift, move, carry from 25 - 40 lbs.
• Dynamics AX, Hyper-V or NetApp experience is a plus.

EDUCATION/EXPERIENCE:

• Associate degree in computer science or a related field OR at least 2 years of relevant experience in IT support or a similar role.