Job Summary:
We are seeking an experienced IT Support Technician to provide prompt and accurate technical support, ensuring high levels of customer satisfaction and compliance with Service Level Agreements (SLAs). This role involves hands-on support in a networked office environment, including troubleshooting hardware, software, and peripherals.
Key Responsibilities:
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Provide desk-side support for Windows XP workstations
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Install, configure, and troubleshoot MS Office and Outlook
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Set up new users and manage computer/user moves, adds, and changes
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Configure and troubleshoot printers, network shares, and peripherals
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Review and manage trouble ticket queues using a commercial system (e.g., Remedy)
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Document support actions and escalate issues as needed
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Close tickets accurately and within SLA guidelines
Required Experience & Education:
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Bachelor’s degree in a technical field or equivalent experience
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4+ years of customer support experience in a networked environment (Windows XP, MS Outlook)
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3+ years supporting MS Office and other commercial software
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Experience with trouble ticketing systems (e.g., Remedy)
Preferred Certifications:
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CompTIA A+, Network+, Security+
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Microsoft and Dell certifications (some may be required post-hire)
Skills & Competencies:
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Strong customer service and communication skills
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Self-starter with the ability to work independently
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Skilled in diagnosing workstation, peripheral, and network issues
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Organized with strong documentation habits
Physical Requirements:
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Must be able to lift up to 50 lbs.
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Comfortable crawling under desks and climbing ladders as needed