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IT Support Technician Level 1

LOCATION: In Office
COMPENSATION: $18+, bonuses
JOB TYPE: Full-time; Hourly/Non Exempt
DEPARTMENT: Service and Support
REPORTS TO: Service Manager

General Summary:

The IT Support Technician - Level 1 provides technical assistance to Tech Rage IT clients and computer users at a basic network level. The IT Support Technician Level 1 also answers questions or resolves computer problems for clients in person, over the phone or electronically. This position will provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

Position Responsibilities:

  • Provide Level 1 IT Support
  • Provide support relating to technical issues involving Microsoft's business applications and operating systems.
  • Offer basic technical assistance at a network level.
  • Provide advice and guidance as a Tech Rage IT subject matter expert to ensure successful ongoing usage and adoption of Tech Rage IT.
  • Monitor for system alerts and notifications; respond accordingly through service tickets; diagnose technical issues.
  • Check weekly reports including daily backup logs, and anti-virus reports.
  • Apply fundamental troubleshooting skills to issues before escalating to the appropriate group.
  • Create, review and follow technical documentation.
  • Communicate with clients as required: update them of incident progress, notify them of impending changes, alert them to third-party outages, etc.
  • The ability to regularly score Positives on the CSAT survey
  • Enter end-of-day time entry and submit time sheets regularly and accurately.
  • Complete all assigned training courses, reading materials or e-courses as required.
  • Punctuality for all meetings and conference calls as well as on-site visits.
  • Capture time and events during IT incidents and changes -- 80% of time worked is to be billable to clients.
  • Ensure new support tickets are triaged per internal SLA.
  • Maintain and pursue IT training competencies and certifications per Company's established training schedule and requirements.
  • Available for a minimum of 40 hours per week, Monday-Friday, 8am to 5pm ET, with 1 hour unpaid lunch break.
  • Available to be on call, work overtime, holidays, and weekends.
  • Other duties as assigned; nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at anytime;

Knowledge, Skills, and Abilities:

  • Knowledge of Microsoft Office suites
  • Able to effectively use computing devices and peripherals including PCs, laptops, Mobile Devices, and Printers
  • Familiar with software installation and Microsoft Windows workstations updates
  • Familiar with network topologies and technologies
  • Basic understanding of computer security measures and authentication methods
  • Conceptual understanding of different data center technologies such as: servers, switches, routers, storage, and Microsoft Active Directory Service
  • Accurate typing skills to ensure quick, yet precise service request details
  • Strong verbal and written communication
  • Excellent analytical and problem-solving skills
  • Adaptable to changes and ability to multi-task and take directions
  • Ability and eagerness to learn from Leadership and IT Professionals
  • Vigorous attention to detail
  • Self-motivated with the ability to work in a fast-paced team environment
  • Exceed customer service perception and satisfaction
  • Consistent attendance and timeliness

Employment Requirements:

  • High School Diploma or equivalent
  • Being on time every day and good attendance
  • Ability to schedule reference calls with previous managers prior to an offer
  • Ability to work out of our Winter Springs office
  • Subject to a criminal, employment and motor vehicle background check
  • Assigned IT Certifications must be completed within 90 and 180 days
  • Local Candidates:
    • Local travel up to 10%
    • Reliable transportation, valid driver's license and vehicle insurance
    • Participation in on-call rotation requiring 24x7 availability, flexibility to work overtime including nights, weekends and holidays as needed after 90 days of continuous employment
    • Wear company-provided shirt during shift

Pay: Base + Bonuses at 4-X W2 at 10%

Promotion:

  • At least one to two years' work experience
  • Billing consistently above 4-X W2 for at least year
  • Obtains major certifications: Fundamentals +, A+, Network+, Server+, Microsoft Fundamentals
  • Shows ability to independently work off-site

JOB DEMANDS:

  • Must be able to remain in a stationary position sitting most of the time. 95% Walking and standing are required only occasionally. 5 %
  • The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, office supplies etc.
  • Exerting up to 50 pounds of force occasionally and/or negligible amount of force to lift, carry, push, pull or otherwise move objects, including the human body.
  • Constantly operates a computer and other office productivity machinery such as a copy machine, computer printer and a calculator.
  • The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures in reports; viewing a computer terminal; extensive reading.
  • Expressing or exchanging ideas by means of the spoken word. The person in this position frequently communicates to other workers orally and in writing.
  • Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.
  • Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers in order to operate a computer or other office equipment.
  • Physical Demands. Use hands to finger, handle, or feel, reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl.