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IT Support Technician

2 months ago

Enon, Ohio, United States The Intersect Group Full time

The Intersect Group is in search of a dedicated IT Support Technician to enhance our team. This role involves providing exceptional customer service, fundamental technical assistance, troubleshooting, and managing ticketing requests through ServiceNow.

Key Responsibilities:

  • Utilizes remote tools and cloud technology to deliver technical support for hardware, software, store networks, and applications.
  • Handles multiple connections to various stores and equipment, prioritizing repairs based on urgency.
  • Monitors data packet loss severity across store networks or specific equipment, implementing solutions to restore full functionality.
  • Proactively identifies and resolves issues before they escalate, leveraging cloud and web-based applications.
  • Evaluates and recommends actions to enhance the performance and efficiency of store systems and applications.
  • Provides clear verbal instructions for onsite diagnostics to ensure equipment functionality.
  • Follows established processes for software installation and directs field personnel in new equipment setup.
  • Configures and upgrades software on newly deployed devices.
  • Implements software modifications for fuel dispensers and tanks.
  • Sets up new DVR equipment and configures recording settings appropriately.
  • Conducts troubleshooting using remote tools connected to legacy networks.
  • Manages multiple support tickets, addressing them in order of urgency.

Experience Requirements:

  • Previous help desk experience is preferred.

Skill Requirements:

  • Comprehensive understanding of store networks (hardware and software), PC architecture, wireless communication, routers, and third-party cellular devices.
  • Ability to manage simultaneous connections and prioritize repairs effectively.
  • Strong research and problem-solving skills.
  • Capable of thriving in a fast-paced environment.
  • Excellent verbal communication skills, with the ability to convey technical information in layman's terms.
  • Well-organized and able to work under pressure while meeting tight deadlines.
  • Solid understanding of intra-department functions and operations.
  • Physical capability to perform repeated bending, standing, and reaching.
  • Ability to occasionally lift up to 40 pounds.
  • Willingness to work various shifts, including evenings, weekends, and holidays, understanding the demands of a 24/7 operational environment.