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Onsite Support Technician

2 months ago

Ann Arbor, United States SKYNET INNOVATIONS Full time
Job DescriptionJob DescriptionDescription:

Grow your IT career with us

  • Do you enjoy technical troubleshooting and problem solving?
  • Do you want to surround yourself with passionate, knowledgeable IT experts?
  • Are you a strong communicator who thrives when helping others?
  • Are you looking for a company that values its employees and its culture?

This could be a good fit for you - and for us

Skynet Innovations, a Blue Alliance company, is a well-established IT service provider serving small businesses throughout the region. At Skynet, we are looking for the right person to fill the role of Onsite Support Technician whose primary responsibility is to provide technical support in person/onsite or by phone as assigned.


As a member of our Support team, an Onsite Support Technician is responsible for following the documented procedures for support, hardware repair and replacement, and maintaining ticket SLA. An Onsite Support Technician ensure smooth handoffs of in-progress tickets at the end of your shift and escalate issues as needed, while also updating IT Glue with new customer findings. This role includes updating firmware and drivers on devices, creating part order forms, and maintaining client rapport through on-site interactions. Additionally, the Onsite Support Technician is required to manage your time effectively within ticketing software and possess basic knowledge of hardware repairs and software updates.


Important Attributes for a Skynet Onsite Support Technician:

  • Maintain established ticket SLAs as defined by Manager
  • Maintain established CSAT score as defined by Manager
  • Timesheet for current week submitted by end of shift Friday
  • Manage physical inventory
  • Work and document established billable hours each week
  • Annual goals and objectives as set in HRIS (Human Resources Information System) and reviewed quarterly

And of course, your technical skills This should include:

  • All time is documented daily (activities, projects, tickets) in the moment of doing said task in the ticketing system
  • In progress tickets should be handed off and documented before the end of shift
  • Escalate issues as documented in IT Glue
  • Document new customer findings by creating or updating articles in IT Glue
  • Update firmware, and drivers on devices (laptops, computers, printers)
  • Create part order forms and track inbound items
  • Building client rapport during onsite assignments (via in person troubleshooting for relevant issues, site walk throughs, face time, etc.)
  • 100% client assigned location(s), commuting and/or walking to and from client buildings as required based on service requests

As a Skynet Onsite Support Technician we’re counting on you to:

  • Ticketing software - Incident management and allocating time to tickets being worked
  • Hardware – Basic knowledge of repair and parts replacements on laptops, computers, and printers
  • Software – Basic knowledge of firmware and drivers updates on devices
  • Communication tools (Microsoft Office & Teams)
  • Software as assigned

Why would You want to work with Us?

Being part of the Skynet team, a Blue Alliance IT partner, means more opportunities to learn and grow professionally, with access to hundreds of peers and specialists across the country. Working within the Blue Alliance IT family provides the best of both worlds – the small team feel and client interactions of a local MSP with the resources and opportunities of a world-class, global IT firm.

Benefits of working with Skynet:

  • Be part of a fun, awesome team
  • 9 paid holidays
  • 401K Retirement with matching contributions
  • Excellent medical, vision and dental insurance
  • Life insurance and disability insurance
  • Generous PTO

Top Reasons our Employees Love Being Part of the Blue Alliance team:

  1. Entrepreneurial Culture
  2. Fast-paced Flow, with a Variety of Projects
  3. Collaborative Work Environment
  4. Training & Certifications
  5. Career Growth Opportunities

Ready for the next step?

The greatest rewards are reserved for those who want to be better and then put in the hard work, to be their best version of themselves. Interested applicants should click to submit their resume and application above.


Please be advised we, Skynet Innovations, participate in E-Verify.

Requirements: