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IT Support Technician

2 months ago

Dublin, Ohio, United States IQVentures Full time

The IT Support Technician plays a crucial role in assisting both local and remote team members through phone interactions in a dedicated inbound support environment.

Key Responsibilities

  • Provide assistance to remote and on-site employees via phone in a structured inbound support setting.
  • Alternate between managing incoming support calls and delivering on-site hardware assistance within the corporate office and contact center.
  • Act as an escalation point for senior management, including Directors, VPs, and other high-level executives.
  • Utilize a ticketing system to create and manage support requests.
  • Oversee, prioritize, and resolve support tickets within the ticketing framework.
  • Document support interactions accurately and professionally, adhering to established protocols.
  • Maintain professionalism and courtesy in all communications with end users and colleagues.
  • Timely update and manage content within the internal knowledge base.
  • Contribute to project rollouts by providing necessary support and working the required hours.
  • Adhere to company policies and operational procedures.
  • Participate in the on-call support rotation as needed.

Required Skills

  • Proficient in supporting Windows and Mac hardware, including peripherals.
  • Experienced in software support within both Windows and Mac operating systems.
  • Strong customer service and interpersonal skills.
  • Detail-oriented with excellent organizational abilities and a capacity to follow established guidelines.
  • Skilled in documentation and basic technical writing.
  • Familiarity with fundamental IP addressing, Active Directory, Azure, SCCM, VPNs, Office 365, and PXE imaging.
  • Ability to manage personal workload effectively, demonstrate initiative, and work independently.