General Purpose:
The Systems Technician plays a pivotal role as the first responder to all company-related IT support needs, encompassing a diverse array of IT hardware and software solutions. Our Tier 1 Helpdesk staff captures general information regarding IT concerns, needs, or issues and takes appropriate actions to resolve them or escalates the ticket as deemed necessary. This role requires working 5 days in our Jupiter, FL office.
Compensation: $52-$62k BOE
Essential Duties:
- Monitor and Execute incidents/service requests through our in-house ticketing system.
- Respond to requests for technical assistance through phone queues and log case details accordingly in the ticketing system.
- Diagnose and document technical issues with all software and Hardware, including but not limited to workstations and peripherals, USB/Network printers, Point-of-sale systems, VOIP Phones, and Mobile Devices.
- Troubleshoot and diagnose technical issues affecting end users in collaboration with the team, and act as an escalation point for System Technician I in resolving complex issues.
- Maintain and mediate networking-related issues affecting firewalls, switches, access points, and other devices across all supported sites.
- Engage third-party vendors when necessary to resolve POS, ISPs, cameras, GPS, and VoIP outages outside our in-scope services.
- Advise users on IT-defined best practices and communicate company policies.
- Track inventory and ship IT equipment.
- Perform in-person services, including but not limited to onboarding new employees, desk visits, and managing on-site vendors at respective corporate offices.
- Provide on-call support during weekends and holidays as scheduled.
- Travel on-site to local customers for escalated support cases (up to 40%).
- Create and maintain documentation on various business systems as neededtrain System Tech I, in collaboration with the service desk manager
- Receives escalation requests as delegated by the service desk manager or through proper channels
Education/Experience:
- Associate degree in computer science or 1-year related field.
- Excellent written and verbal communication skills.
- Strong interpersonal skills.
- Attention to detail.
- Good problem-solving skills.
Certificates/Licenses:
(all licenses are advantageous, not required)
- A+,
- Linux+
- Network +
- Security +
- Cisco Certified Network Associate
Job Knowledge, Skill and Ability Preferences
- Working knowledge of fundamental operations of relevant software, hardware, and other equipment.
- Ability to efficiently use ticketing systems to document and track all support calls.
- Familiarity with Microsoft Operating Systems and Office Suites.
- Flexibility with schedule, as this position requires shift work.
- Preferred certifications: A+, Net+, and/or MCDST.
- Performs other duties as required.