Description

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.

Compensation: $47-$54k 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 escalate cases when deemed necessary.
• 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.

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
• MCDST.

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.
• Performs other duties as required