Support Technician

2 days ago

Portland, United States Tecology, Inc. Full time

Description

The Support Technician role requires a multi-talented individual who will work to resolve basic to mid-level technical issues and assist with other miscellaneous projects. This role provides support and assistance to users in the use of hardware, application software, networks, and peripherals; including but not limited to installation, troubleshooting, performing routine software and equipment upgrades and maintenance.


Hourly + Bonus Program:

Support Technician 1: $20.63

Support Technician 2: $24.76

Support Technician 3: $29.71


Bonus Program: Ability to earn up to a 20% pay bonus and up to two weeks additional paid time off. Both incentives are based on overall employee performance.


Benefits: Medical, Dental, Vision, Life, Disability, 401(k), PTO, and ability to earn a 20% pay bonus and up to 2 weeks of additional PTO based on performance


Primary Responsibilities:

  • Provide an exceptional customer experience by responding to tickets in a timely manner, communicating effectively, and setting proper expectations with end users as to expected delivery times of services.
  • Diagnose hardware and software issues/problems either in person, on the phone or via other electronic methods.
  • Build, install, and upgrade hardware, software, and peripheral equipment; configure systems for optimum operation; and securely dispose of obsolete equipment and software.
  • Assist in setting up equipment for employee use; ensures the proper installation of cables, operating systems, and software.
  • Perform hands-on fixes including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Consult with hardware and software vendors for troubleshooting and problem resolution.
  • Analyze and correct problems using documented procedures, available tools, and personal knowledge and skills.
  • Adhere to established best practices, policies, and procedures in the execution of day-to-day duties.


Secondary Responsibilities:

  • Establish and maintain a good working relationship with customers and other professionals.
  • Work independently as well as within a team to resolve onsite customer requests efficiently and effectively.
  • Document internal procedures in knowledge base


Required Qualifications:

  • Experience working as a part of a team performing IT support.
  • Experience working in both the help desk and desk-side support roles.
  • Experience working within an IT ticketing system.
  • Experience debugging, supporting and configuring multiple infrastructure platforms.
  • Experience performing maintenance and support of software and hardware.
  • Experience using and working with remote monitoring and management software solutions.
  • Experience using or creating PowerShell scripts or other Windows scripting tools.
  • Ability to learn and trouble shoot VoIP phone problems.
  • Ability to accept, prioritize and follow through on ticket escalations.
  • Ability to perform basic warranty service and work with vendors to facilitate RMAs for devices under warranty.
  • Administrative knowledge of Active Directory
  • Ability to troubleshoot basic network issues.
  • Strong customer service/interpersonal skills
  • Excellent verbal and written communication skills
  • Strong troubleshooting and problem resolution skills
  • This position requires up to 10 percent travel.
  • Must have a valid driver's license and auto insurance.
  • Flexibility of schedule is required to meet the needs of the business.
  • Ability to participate in on-call.
  • Physical ability to lift 50 pounds without injury.


Preferred Qualifications:

  • Associates or bachelor’s degree in Computer or Information Science a plus but not required.
  • Technical certifications a plus (Example: A+, Network+, MCSE, MCP, CCNA, etc.)
  • Microsoft Office 365 and/or Azure administration

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