IT Support Technician

2 weeks ago


Pompano Beach, United States KB Global Inc Full time
Job DescriptionJob Description

Looking for an IT Support Technician to provide remote and on-site support. The right candidate will be responsible for providing technical support related to computer systems, hardware, software, applications, and more. This person will respond to tickets via a ticketing system, analyze the issues, isolate the problems, and implement the solutions. This person will be comfortable talking on the phone, supporting customers, and have a good general understanding of business technology.

Responsibilities

  • Identify, analyze, and resolve common technical issues, questions, and problems that occur in workstations, mobile devices, operating systems, software, hardware, and peripherals
  • Manage ticket queue to ensure timely resolution
  • Provide customer support using remote connection software
  • Provide thorough documentation on each customer interaction
  • Prioritize ticketing system flow by following SOPs and KB articles for resolution
  • Meet or exceed KPI goals
  • Troubleshooting of the following, though not limited to:
    • Advanced desktop issues
    • VPN connectivity
    • Entry-level server support
    • Hardware issues
    • Line of business support
    • Office 365
    • Active Directory

Requirements

  • IT Fundamentals and A+ certifications, or equivalent professional experience
  • 1+ year of professional help desk experience
  • Strong customer service skills
  • High attention to detail
  • Ability to follow instructions and policies
  • Ability to adapt to changing and fast-moving environments
  • Strong phone skills
  • Prior MSP experience preferred

Benefits:

  • Internal advancement (eligible for promotions every 6 months)
  • Medical/Dental/Vision health plans
  • PTO/Sick/Holiday pay
  • Incredible culture
  • Explosive company growth
  • Training provided

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