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IT Support Technician

3 weeks ago

Norcross, GA, United States Net Planner Systems Inc Full time
Job purpose

NetPlanner Systems, Inc. is looking for outstanding IT candidates to join our growing IT Team, in supporting both our internal and external users, as well as customer facing projects and support.

The ideal candidate will be hands-on with excellent communication skills, have a positive can help attitude, willingness to learn, address many different challenges on a given day, and a clear ability to work with our customer base using outstanding customer service. The candidate's ability to prioritize and balance end user requests and documentation while maintaining overall support response time is critical.

Essential Duties and responsibilities
  • Install and configure computer hardware, software, networking components, printers, scanners, etc.
  • Process calls, emails, and helpdesk tickets to provide solutions to technical problems and questions
  • Perform diagnostic tests and troubleshooting to identify and resolve customer issues
  • Discover underlying root-cause of technical problem and escalate as appropriate
  • Provide regular and continuing communications with customers until resolutions are reached
  • Explain and provide solutions to customers in non-technical and comprehensible terms
  • Demonstrate a sense of urgency to queues and customers
  • Employ knowledge, skills and abilities to maximize single call resolution measurements
  • Prioritize time to complete assigned tasks while maintaining a focus on productivity and customer satisfaction
  • Use established methodologies and documented procedures to perform tasks
  • Present a professional and pleasant image of the product and company
Competencies and Qualifications:
  • Microsoft Office and Windows experience, Mac and IOS experience a plus
  • A+ Certification (not required, but a plus)
  • Associate Degree in Computer Science or related, or equivalent work Experience.
  • Technical support experience, either through education or work
  • Excellent verbal and writer communications skills, exceptional spelling and grammar is a must
  • Super customer services skills, with the ability to articulate clearly and conduct oral presentations/instructions via the telephone
  • Must be able to work within a team to solve problems
  • Quick learner with the passion to develop new skills
Education and/or Experience:
  • High School Diploma or GED
  • College or Technical School a plus
Company Conformance Statement
  • Perform quality work within assigned deadlines with and/or without direct supervision.
  • Interact professionally with other employees, customers, suppliers, vendors, etc.
  • Work effectively as a team contributor on all assignments.
  • Work independently while understanding the need for communication and coordination of work efforts with other team members, departments, or organizations.


Join Our Team

Join a team that invests in you ESOP ownership, 401(k) match, medical & dental coverage, paid time off, holiday pay, and more. We're an Equal Opportunity Employer and federal contractor committed to fair, merit-based hiring. Apply today