Managed IT Services Technician I

2 months ago

Abbeville, United States West Carolina Tel Full time

Managed IT Services Technician I

Department: Business Solutions/Network Services

Reports to: IT Manager

FLSA Status: Non-Exempt

Job Summary

The Managed IT Services Technician provides technical support and solutions for business customers utilizing managed IT services. This role involves monitoring, maintaining, and troubleshooting computer systems and networks, ensuring optimal performance and minimal downtime for both business customers and internal users. The technician will also assist with the implementation of new systems and technologies, provide user support, and deliver exceptional customer service.

Duties and Responsibilities

  • Respond to and resolve customer support requests via help desk ticketing systems, email, phone, and in person.
  • Diagnose and troubleshoot hardware, software, and network issues, providing timely solutions.
  • Monitor customer systems for performance and security threats using appropriate tools.
  • Perform regular system updates, backups, and maintenance tasks to ensure operational integrity.
  • Assist in the setup, configuration, and maintenance of network devices (e.g., routers, firewalls, switches).
  • Monitor network performance and conduct regular security audits.
  • Maintain accurate records of support requests, troubleshooting steps, and resolutions in the ticketing system.
  • Document new processes, solutions, and configurations for knowledge sharing.
  • Provide training and support to end-users on various software applications and IT tools.
  • Create user documentation and guides for common procedures and troubleshooting.
  • Work closely with team members and other departments to deliver effective IT solutions.
  • Collaborate with third-party vendors and service providers as necessary.
  • Assist in the implementation of IT projects, including system upgrades, migrations, and installations.
  • Participate in research and evaluation of new technologies for potential integration into client environments.
  • Performs all other duties as assigned by management. *
Knowledge, Skills, and Abilities
  • Knowledge of company products and services.
  • Knowledge of computer-related security systems including firewalls, encryption, and password protection and authentication.
  • Knowledge of software applications (e.g., Microsoft Office Suite, antivirus programs).
  • Knowledge of networking concepts, including TCP/IP, DHCP, DNS, and VPN technologies.
  • Skill in problem-solving and attention to detail.
  • Strong customer service orientation and a commitment to delivering high-quality support.
  • Ability to communicate effectively with co-workers and various business contacts in a professional and courteous manner.
  • Ability to pay close attention to detail.
  • Ability to work independently and as a team player.
  • Ability to manage time and stressful situations.
Education and Experience

Valid driver's license required. High school diploma or GED required. Associate's degree in Information Technology, Computer Science, or a related field preferred. Experience with desktop support, server administration, network setup, and basic cybersecurity practices. CompTIA A+, Network+, or similar certification preferred. Equivalent experience may be considered.

Physical Requirements
  • Must be able to operate computer and other office equipment constantly.
  • Must be able to lift up to 25 pounds frequently.
  • Must be able to constantly move around the office to provide on-site assistance to business customers.
  • Must have the ability to constantly communicate and collaborate with coworkers and various business partners virtually, face-to-face, and over the phone.


Working Conditions

Good working conditions with the absence of disagreeable conditions. Must be able to work nights and weekends as required or scheduled. Travel and overtime as required or scheduled.

West Carolina Telephone has established and adopted an Equal Employment Opportunity Employment policy ("EEO"), which is part of the Company's Human Resources Policy. The purpose of this EEO policy is to ensure that all employment decisions are made on a non-discriminatory basis, and without regard to sex, race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity/reassignment, citizenship, pregnancy or maternity, veteran status, or any other status protected by applicable national, federal, state or local law. In some cases, local laws and regulations may provide greater protections than those outlined here.

NOTE: The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.

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