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IT Support Agent- Level 1a

3 months ago

Folsom, United States GSES Full time

GroupOne builds custom, strategic technology plans, essential to achieving our clients’ visions. We collaborate with clients to ensure their objectives are achieved and results are acknowledged. Every aspect of our client-focused activity is driven by a relentless pursuit of operational excellence.

**Job Summary**

**Requirements**:

- **Requirements**:

- Passionate about technology with basic technical knowledge
- Ability to adapt and accept challenges in a fast paced, dynamic environment
- Possess a positive attitude and be able to fit in well within a strong team
- Ability to successfully prioritize service issues based on multiple competing objectives
- Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
- Must be a Self-starter, proactive and goal-oriented personality that strives for excellence
- Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with suggestions for an alternate plan.
- Local to the greater Sacramento area

**Principle Accountabilities**
- Answer incoming calls from clients
- Resolve simple or fast tickets
- Create tickets and support the triage function
- Configure hardware and install common peripheral devices
- Provide basic network support
- Access client systems via RMM tools
- Physical installation of computers and peripheral devices
- Conduct peer-to-peer training and shadowing
- Manage basic logistics and inventory for enterprise-level clients
- Set up new computers and user accounts
- Ensure the confidentiality and security of all information
- Ability to prioritize service tickets by urgency
- Provide efficient and timely resolutions to customer support cases
- Ability to accurately track time and services performed during the course of the day
- Willingness to work overtime, afterhours, and weekends as required by the task or project at hand
- Additional duties as required

**Qualifications and Experience**

High school Diploma, some College, completion of Technical School preferred
- At least two (2) years of experience in Customer Service, Technical Support or similar preferred

Any equivalent combination of education and experience
- Entry level CompTIA Certifications preferred

**Necessary Knowledge, Skills, and Abilities**
- Experience and understanding working with windows networked computers, printers, scanners, and copiers at the workgroup level
- Working experience with the modern Microsoft Windows operating systems, system clean-up, performance tuning and malware/virus cleanup
- Demonstrated PC repair/support experience in a professional or educational setting
- Identify, specify, and troubleshoot workstation hardware
- Motherboards, Expansion Cards, and RAM
- Storage media (Optical, Solid-State, and Mechanical Storage)
- File systems, formatting, and partitions (e.g., FAT32, NTFS, APFS, etc.)
- Peripherals (e.g., Pointing/Typing devices, Printers/Scanners, Displays, etc.)
- Setup and troubleshoot layer 1 connectivity (Power, Network, and AV cabling)
- Update workstation firmware and UEFI/BIOS
- Install, troubleshoot, and update workstation drivers and Operating Systems (Windows and Mac)
- Use MS Tools and Features (e.g. Task Manager, Services, Regedit, Disk Manager)
- Install existing 3rd party apps
- Install, Configure, and Troubleshoot
- Microsoft Office Products
- Comfortable providing phone support to clients
- Excellent customer service skills
- Clear written and verbal communication
- Capable of working a standard M-F work week (and very occasional nights/weekends)

Pay: $18.00 - $22.00 per hour

Expected hours: 40 per week

**Benefits**:

- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Paid time off
- Parental leave
- Professional development assistance
- Referral program
- Vision insurance

Experience level:

- No experience needed
- Under 1 year

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

Ability to Commute:

- Folsom, CA 95630 (required)

Work Location: In person