Technician, Information Technology

2 weeks ago

North Fort Myers, United States LCEC Full time

**JOB TITLE: Technician, IT**

Location: North Fort Myers, FL

Work Hours: M-F 8:00am - 5:00pm

**Our benefits include**:

- Company-wide annual incentive plan
- Medical, vision and dental insurance
- 401(k) plan with a generous 6% company match
- Company funded Pension Plan
- On-site wellness/medical facility
- Company paid Short & Long-Term Disability insurance
- Health Savings Account with an employer contribution
- Flexible Spending Accounts
- Paid time off and paid holidays
- Wellness program with financial rewards
- Tuition reimbursement
- Group life insurance
- Critical Illness and Accident Insurance

LCEC provides reliable, cost-competitive electricity to more than 242,000 customers throughout a five-county service territory located in Southwest Florida. We employ approximately 425 skilled employees and are one of more than 900 electric distribution cooperatives located throughout the United States. LCEC has been recognized locally and statewide as an industry leader and continually receives acknowledgment for the work that our employees do in the community along with other civic, environmental and professional honors.

**Position Summary**:The IT help desk technician will provide exceptional customer service and -and demonstrate a commitment to the successful operation of our information technology systems. The IT help desk technician is responsible for assisting our customers with questions and problems concerning computer systems, hardware, and software, mobile devices, and audio/visual equipment. The technician will work with customers remotely and in person, guiding them through system configuration and troubleshooting, while efficiently triaging and resolving most issues and escalating as needed.

**Position Responsibilities**
- Provide quick and effective assistance with information technology systems.
- Guide customers remotely and in person through systems configuration, troubleshooting, and maintenance.
- Listen attentively to customers’ questions and concerns and offer optimal solutions.
- Prioritize customer satisfaction in all communications, directing unresolved issues to next-level personnel.
- Work with other teams within IT to provide customers with excellent service.
- Represent LCEC with professionalism and integrity while helping to advance our company mission.
- Manage and execute client computing hardware lifecycle ensuring laptops, desktops, and mobile devices are kept within target age.
- Procure and support endpoint peripheral devices such as printers and scanners.
- Provide first-level user support for IT Services and hardware, and escalate issues as needed. Monitor service requests to ensure problem resolution and documentation in a quick, efficient manner.
- Use industry-standard tools to install, manage, update, and maintain computer hardware and software.
- Provide staff with information about new technology developments in their specific area of responsibility through research and recommend specific hardware and software that compliment and support a diversity of instructional techniques.
- Install and maintain user accounts and hardware across company sites.
- Ability to perform hardware repairs and upgrades to existing PCs.
- Work with vendors to create hardware orders, schedule on-site maintenance and repairs.
- Follow technical instructions and processes.
- Assist with managing software and hardware inventories.
- Respond to critical support requests after-hours, if required, on an infrequent basis using the appropriate software, record all requests for service.
- Work an after-hours on-call rotation with the rest of the support team.
- Maintain effective working relationships with personnel in all LCEC departments.
- Maintain written records and logs as required with the IT department.
- Clearly document and follow written procedures.
- Ability to clearly document problem causes and resolutions.
- Maintain positive communication with colleagues, exhibiting professionalism and making positive contributions to workplace morale.
- Support VoIP telephones and softphones.
- Smartphone/tablet support & lifecycle management via MDM and Carrier Portals.
- Mobile device asset management & reporting.
- Support storm restoration in whatever capacity is required.

**Education**
- High School Diploma or Equivalent. (required)
- Associate's Degree related field. (preferred)

**Knowledge, Skills, and Abilities**
- Excellent problem-solving and analytical skills. (required)
- Knowledge of industry-standard networking technologies, procedures, and methodologies. (required)
- Comprehensive knowledge of computer systems and experience troubleshooting hardware and software. (required)
- The ability to break down technological processes and deliver clear, step-by-step instructions. (required)
- Patient, friendly demeanor with a great aptitude for listening. (required)
- Strong verbal and written communication skills. (required)
- Commitment to providing exceptional customer service.

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