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Job Title: Business Solutions Technician

Wage: Starting at $28.50 per hour, DOE

Department: Business Services

FLSA Status: Non-Exempt

Reports To: Business Services Supervisor

Location: Willcox

Purpose of Position

The Business Solutions Technician is responsible for installing, maintaining, and planning local networks, routers, firewalls, servers, Wi-Fi, PCs, and other network equipment for managed IT service clients. This role also supports business development efforts by assisting the Business Sales Specialist with customer needs assessments, technical planning, solution design, and job details needed to develop accurate customer quotes. The role provides technical support, ensures network security, optimizes performance, collaborates closely with clients to understand their needs, and implements effective solutions. Strong problem-solving skills, customer service skills, and the ability to communicate technical information clearly are essential for success in this position.

Duties and Responsibilities

• Actively encourages teamwork, open communication, and cooperative interaction by promoting a positive work environment that reflects the company's mission, values and management
• Works with the Business Sales Specialist and Business Services staff to identify customer needs and recommend appropriate managed IT, voice, data, network, and security solutions.
• Conducts site visits, technical assessments, and discovery conversations to gather requirements for new installations, upgrades, and job planning.
• Develops technical plans, network layouts, equipment recommendations, and scopes of work that align with customer needs and company standards.
• Provides technical job details, equipment requirements, labor considerations, and installation information to the Business Sales Specialist for quote development.
• Explains complex technical concepts in clear, customer-friendly language and assists with product or service demonstrations as needed.
• Coordinates with internal technical, operations, and customer service teams to ensure proposed solutions can be implemented effectively and supported after installation.
• Provides professional technical support and exceptional customer service to customers and end users.
• Installs, configures, maintains, and troubleshoots managed IT systems and network infrastructure, including computers, servers, software, routers, switches, firewalls, wireless access points, and related equipment.
• Installs, terminates, labels, tests, and documents structured cabling and fiber optic infrastructure, including network drops, patch panels, equipment racks, cable management systems, and telecommunications equipment.
• Reads, interprets, creates, and maintains technical documentation, wiring diagrams, and network records to support accurate installations, maintenance, and troubleshooting.
• Diagnoses and resolves hardware, software, network, Wi-Fi, and connectivity issues while maintaining accurate documentation and escalating complex problems as needed.
• Performs routine system maintenance, software updates, equipment testing, and preventative maintenance to ensure reliable system performance.
• Accurately documents work performed, labor hours, materials used, equipment installed, configuration changes, test results, and service activities in accordance with company procedures.
• Maintains the confidentiality and security of customer and company information while following company policies and industry best practices.
• Follows all company safety policies, OSHA regulations, and job site requirements, including the proper use of personal protective equipment (PPE), and safely operates ladders, lifts, bucket trucks, and other equipment when trained and authorized.
• Maintains a clean, organized, and professional work environment at customer locations, company facilities, vehicles, and job sites.
• Demonstrates flexibility by adapting to changing customer needs, technologies, work environments, and departmental priorities.

Qualifications

• Computer Experience: Basic personal computer skills including electronic mail, word processing, routine database, spreadsheet, graphics, and related business applications. Experience with managed IT services, networking equipment, firewalls, Wi-Fi systems, hosted voice or telecommunications services, job planning tools, and customer relationship management systems is desirable. Experience and understanding of the Open System Interconnection (OSI) model Layers 1-3 is highly desirable but not essential.
• Planning/Organization: Ability to prioritize, handle multiple tasks and organize assignments simultaneously.
• Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, procedure manuals, technical specifications, customer requirements, scopes of work, and service agreements. Ability to write routine reports, correspondence, job planning notes, and technical support information for customer solutions. Ability to communicate effectively with customers, employees, sales staff, vendors, and management, including the ability to explain technical information in clear, customer-friendly terms. Bi-lingual in English and Spanish is desirable.
• Mathematical Skills: Ability to add and subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rates, ratios, and percents and to draw and interpret graphs.
• Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Certificates/Licenses

• A valid driver's license issued by the state in which the employee

Education and/or Experience

High school diploma or General Educational Development (GED) certificate. Related experience and/or training is desirable but not essential.

Physical Activity Level

• Stand: 1/3rd to 2/3rds of the time.
• Walk: 1/3rd to 2/3rds of the time.
• Sit: 1/3rd to 2/3rds of the time.
• Use of hands to handle or feel: Over 2/3rds of the time.
• Reach with hands and arms: Over 2/3rds of the time.
• Climb or balance: 1/3rd to 2/3rds of the time.
  
• Stoop, kneel, crouch or crawl: 1/3rd to 2/3rds of the time.
• Talk or hear: Over 2/3rds of the time.
• Push or pull: 1/3rd to 2/3rds of the time.
• Talk or hear: Over 2/3rds of the time.
• Drive: 1/3rd to 2/3rds of the time.
• Keyboarding: Over 2/3rds of the time.
• Ability to lift and/or carry up to 10 pounds: Over 2/3rds of the time.
• Ability to lift and/or carry up to 25 pounds: 1/3rd to 2/3rds of the time.
• Ability to lift and/or carry up to 50 pounds: Under 1/3rd of the time.
• Ability to lift and/or carry up to 100 pounds: Under 1/3rd of the time.
• Ability to lift more than 100 pounds: Under 1/3rd of the time.

Work Environment

• Work near moving mechanical parts: Under 1/3rd of the time.
• Fumes or airborne particles: Under 1/3rd of the time.
• Toxic or caustic chemicals: Under 1/3rd of the time.
• Work in high, precarious places:
  Under 1/3rd of the time.
  
• Outdoor weather conditions: 1/3rd to 2/3rds of the time.
  
• Risk of electrical shock: 1/3rd to 2/3rds of the time.
  

Working Conditions

Regularly exposed to outside weather conditions and/or indoor shop environment with adequate ventilation. May be required to climb ladders and carry equipment up to 50 pounds. Occasionally required to climb and/or crawl into and work in tight spaces. Must be able to operate a motor vehicle. Bucket truck experience preferred.

• Environment: Outside and inside.
• Physical Activity Level: Moderate to physical activity performing somewhat strenuous daily activities of a primarily product/technical nature.
• Manual Dexterity: Manual dexterity sufficient to reach/handle items and work with fingers.
• Noise: Moderate noise levels (i.e.: business office with computers and printers, light traffic, heavy equipment).

Contacts

• Works with all departments and employees of Valley Telecom Group. Works with vendors and customers.

Vision: (Any or all will be required to perform the functions of this position).

• Close Vision: Clear vision at 20 inches or less
• Distance Vision: Clear vision at 20 feet or more.
• Depth Perception: Three-dimensional vision, ability to judge distances and spatial relationships.
• Peripheral Vision: Ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point.
• Adjust Focus: Ability to adjust the eye to bring an object into sharp focus.
• Color vision: Ability to Identify and distinguish colors of telephone cable and fiber color codes.

Work Schedule/Hours

• Regular (40 hours per week) with the possibility of a weekend rotation. Also subject to call-out or assigned on-call basis, which includes being able to respond to their reporting locations within 45 minutes if called to do so in any 24-hour period on any day of a 7-day week, subject to company policies. It is also possible that this job will be required to work fewer or more hours during any given week.
• Availability to work on a call out for emergency outages.

Travel

• Minimal overnight travel (up to 10%) by land and/or air.
• Required to be available to travel, by company vehicle, to various property locations and job sites.

The above is intended to describe the general content and requirements of this position. It should not be viewed as all-encompassing or an exhaustive list of duties and responsibilities. Other duties may be assigned as required by business necessity.