IT Support Technician

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability to fulfill the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

JOB DUTIES

• Successfully complete multiple complex work assignments, using originality and innovation in determining how to accomplish tasks
• Effectively use remote assistant tools, knowledge base, and other tools to diagnose as appropriate and where ever available in the repair customer issues within target time limits.
• Provide customer with regular communication regarding status of repair/install including notification when repairs are complete.
• Communicate with customer appropriate advice and techniques to avoid future incidents of a similar nature.
• Contribute to deliverables and metrics where applicable.
• Ensure system is appropriately secured (case is locked, system password protected, etc.).
• Escalate the service request to the appropriate IT support for resolution if problem cannot be handled within provided time constraints.
• Provide prompt initial response to all assigned service requests.
• Troubleshoot the system problem and complete repair in a timely and efficient manner, insuring minimal recurrence of problem (rework).
• If unable to repair on initial visit, validate the user’s problem and provide information on a temporary work around, if necessary to allow the customer to continue to work, until the system is repaired.
• Appropriately document all required information into the call tracking system.
• Complete site specific preventative maintenance checklist.
• Meet required productivity expectations, including site specific service metrics.
• Partner with team members to communicate new solutions and assist other technicians when call volume is low.
• Participate in IT projects.
• Achieve and maintain knowledge of all applicable site procedures.
• Exercise appropriate workflow and time management.
• Maintain outstanding customer service.
• Provide technical support assistance and advice for Field Services Technicians I.
• Assist with training new members of the team
• Perform related tasks as needed or assigned.

QUALIFICATIONS

• 2 years documented IT experience
• Experience with ITSM tools (ServiceNow, Remedy, etc.)
• CompTIA A+ or ability to attain within 6 months
• Working knowledge and experience with Outlook and MS Office for both Windows and Mac
• Ability to maintain records and generate reports based on data entry activities
• Thorough, organized, and resourceful in completing tasks independently
• Excellent communication skills, both written and oral
• Good organizational skills
• Ability to quickly absorb the business processes associated with the functions and to provide quality assurance checks on the paperwork and the data
• Comprehensive knowledge of Windows OS (Windows 7,8,8.1,10) and Apple OSX
• Knowledge of Microsoft Active Directory, Exchange, System Center Configuration Manager (SCCM), Casper.
• Familiarity using knowledge base(s) for incident resolution.
• Experience with Service Desk/Incident Management Processes:
• Clear communication with customer
• Ability to work with remote access tools (RDP, Bomgar)
• Route tickets to 2nd tier support when appropriate, ensuring tickets are addressed in a timely manner
• Follow up on ticket resolution and closure
• Strong troubleshooting capabilities
• Excellent customer service skills
• Candidate will need to have a valid driver’s license and the ability to drive between locations in a college campus environment.

Desirable Skills & Training

• Mac Experience highly desirable
• ITIL Foundations V3 certification or ability to obtain
• OSX Certifications or Microsoft Desktop Technician certification (MCTS)
• Customer service training, either formal third party certification or in-house by the managed service provider

EDUCATION, CERTIFICATIONS/LICENSES, TRAINING AND EXPERIENCE

• High School diploma or G.E.D equivalent is required.
• Associates Degree and/or equivalent experience is preferred.
• Three years of PC support, diagnostic/troubleshooting and repair experience is required.
• Employee should be trained in the prevailing operating system and hardware systems used at each the client site.
• Certifications may be required once employed.
• Formal customer service and technical training may be required.

KEY COMPETENCIES

Attention to detail — Thoroughness in accomplishing a task through concern for all the areas involved, no matter how small. Monitors and checks work or information and plans and organizes time and resources efficiently.

Collaboration — Develops cooperation and teamwork while participating in a group, working toward solutions which generally benefit all involved parties.

Communication (oral and written) — Takes the initiative to communicate accurate, up to date plans and information to customers, peers and management. Expresses thoughts clearly, both verbally and in writing. Listens and understands the views of others. Effectively transfers thoughts and expressed ideas orally in individual or group situations.

Customer Focus — Makes customers and their needs a primary focus of one’s actions. Develops and sustains productive customer relationships. An ideal Technician will be patient and adapt to users of all knowledge levels. Develops and sustain productive customer relationships and quickly and efficiently solves customer problems

Technical Expertise – Applies and improves extensive or in-depth specialized knowledge, skills and judgment to accomplish a result or to accomplish one’s job effectively. A good technician asks effective probing questions allowing them to correctly identify an issue and failure points of a service. They are able to completely follow documentation provided by Kemtah’s clients to resolve issues. In the event documentation is not available they are able to think critically and resolve issues by devising tests for the failure points they have found.

Work Ethic — The ideal incumbent is driven to succeed, seeks to improve, is able to make decisions, and is willing to take calculated risks. They are critical thinkers who offer solutions when they see problems. They are able to build friendly professional relationships with co-workers. Good incumbents take feedback well and incorporate it immediately. They thrive in a busy, sometimes chaotic environment being able to prioritize tasks they are given. They feel a responsibility to do well and do not need to be micromanaged. They see the business’s needs as their needs. They are committed to the team’s performance and their own.

Documentation – The incumbent will understand the importance of documentation and the larger picture in which a ticket plays a part. They will be able to clearly and effectively communicate in writing.

WORK CONDITIONS

• Must have valid Driver’s license and transportation to and from work and to and from various locations on a common campus
• Required to sit for extended periods of time.
• Required to stand and walk for extended periods of time.
• Requires bending and stooping
• Ability to operate a computer keyboard, mouse and to handle other computer components.
• May be asked to lift/transport moderately heavy objects, such as computers, devices and peripherals — therefore, must be able to lift up 50 lbs.

Job Type: Full-time

Salary: $17.00 /hour

Job Location:

• Oklahoma City, OK

Required education:

• High school or equivalent

Required experience:

• IT Support: 2 years