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Senior IT Support Technician

2 months ago

Fort Lauderdale, Florida, United States ICBD Holdings LLC Full time


IT Systems Support Expert - ICBD Holdings LLC

Weekend Shift (Wednesday-Sunday)

About ICBD Holdings LLC

ICBD Holdings LLC is dedicated to providing exceptional support and services in the field of technology. Our mission is to ensure that our clients receive the highest quality of assistance, allowing them to focus on their core objectives. We pride ourselves on our commitment to client satisfaction and continuous improvement.

Career Advancement

Are you a seasoned IT professional seeking to elevate your career within a dynamic and forward-thinking organization where your contributions can significantly impact the lives of others?

As an IT Systems Support Expert, you will play a crucial role in delivering technical assistance to maintain our IT infrastructure and ensure peak performance, enabling end users to achieve maximum productivity. The ideal candidate will collaborate with a team to implement a strategic plan that encompasses tasks related to security, networking, telecommunication systems, and system integrations.

Key Responsibilities
  • Serve as the initial point of contact for incoming support requests through various channels, ensuring a courteous, timely, and effective resolution of user issues.
  • Document and track the incident resolution process, including all decisions made and actions taken, leading to final resolution.
  • Utilize remote diagnostic tools to assist in troubleshooting.
  • Conduct research for solutions using both internal and external knowledge bases as necessary.
  • Perform on-site repairs and support at the desktop level when remote assistance is insufficient, including hardware repairs and the delivery of peripherals.
  • Verify that fixes effectively resolve the issues reported.
  • Create user-friendly help documents and FAQs for end users.
  • Contribute to the knowledge base and training resources for technicians as required.
  • Manage user expectations by reinforcing service level agreements (SLAs).
  • Propose recommendations for ongoing improvements.
Qualifications

Education and Experience Requirements
  • Bachelor's degree in Information Technology or Computer Science.
  • Certifications in ITIL Foundation, A+, Network+, and/or Microsoft Certified Professional.
  • 7+ years of experience in IT support.
  • Experience with Mac and iOS systems.
  • Availability to work Wednesday through Sunday.
  • Willingness to undergo drug and background screenings.
Required Expertise
  • Proficient knowledge of computer hardware, including systems from Dell, Microsoft, and Lenovo.
  • Experience with desktop and server operating systems, including Windows, Mac OS, iOS, and Android.
  • Extensive experience in application support for Office365, Azure, Microsoft Office, Adobe Creative Cloud, Mimecast, Active Directory, TeamViewer, virtualization technologies, multi-factor authentication tools, and Jira.
  • Familiarity with a variety of diagnostic utilities.
  • Understanding of fundamental ITIL principles.
  • Excellent written and verbal communication skills.
  • Strong interpersonal skills, emphasizing rapport building, active listening, and effective questioning.