IT Technician (Level 2) (On-site)

Optomi, in partnership with a global leader in Climate and Sustainability, is seeking an IT Technician (Level 2) for their Davidson, NC location. Candidates must be able to provide prompt and accurate technical support, ensuring a high level of customer satisfaction and adherence to Service Level Agreements (SLAs). 2-4 years of experience providing customer support for Windows OS and MS Outlook in a networked environment is desired. This IT Technician will enjoy working for an organization that is focused on sustainability and was named to Fast Company’s 2023 Best Workplaces for Innovators List

What the right candidate will enjoy

• The opportunity to provide Executive IT Support on a wide range of technologies
• Working under visionary leadership
• Named to U.S. News & World Report Best Companies to Work For
• Named to JUST 100 in 2024, Ranking 1st in Building Materials & Construction Industry

Experience of the right candidate:

• Bachelor’s degree in related technical field or equivalent education/experience.
• Certifications to include A+, Security +, Net+, Microsoft, and Dell (certain certifications will be required within a certain timeframe of employment) – preferred.
• 2-4 years of experience providing customer support for Windows OS and MS Outlook in a networked environment, including experience performing computer hardware, software, break/fix, and troubleshooting.
• 3 years of experience supporting MS Office products (or other shrink-wrap software applications) including experience using a commercial trouble ticketing system (such as Remedy) and the ability to track and document actions taken.

Responsibilities of the right candidate:

• Executive IT Support.
• Ability to demonstrate outstanding customer service skills.
• Strong oral and written communications skills.
• Ability to demonstrate strong interpersonal skills and the ability to work independently with minimal supervision.
• Ability to diagnose and troubleshoot workstation, application, peripheral, TCP/IP, and/or printer problems.
• Ability to demonstrate strong organizational skills and the ability to follow documentation procedures.
• Must be able to lift and carry computers (approximately 50 lbs.), crawl into tight spaces (such as under desks), and climb ladders as needed to install computers.
• Perform desk-side Windows OS workstation support in a networked office environment.
• Supporting or performing MS Office and Outlook configuration and troubleshooting; software installation and configuration.
• New user set up.
• Printer and network file share configuration and troubleshooting.
• Peripheral installation, configuration and troubleshooting
• Computer/user moves, adds, and changes.
• Responsible for reviewing trouble ticket queues, documenting support and diagnostic activities, escalating problems as required.
• Accurately and effectively resolving and closing assigned trouble tickets in accordance with SLA requirements.