IT Support Technician

$37,400 - $52,000/Yr

Jamtek Electrical - Macon, GA

Full-time - Entry Level

Macon, GA

Administrative and Support Services

About the position

We are seeking a knowledgeable and proactive IT Support professional to join our dynamic team. The ideal candidate will be responsible for providing technical assistance and support related to computer systems, hardware, and software. This role requires a strong understanding of IT infrastructure, network administration, and troubleshooting skills to ensure the smooth operation of our technology resources.

Responsibilities

• Direct unresolved issues to the next level of support personnel
• Examine existing policies and procedures
• Draft, edit, and/or propose new policies and procedures
• Follow-up and update customer information and status
• Identify and suggest possible improvements in procedures
• Conduct analysis and troubleshooting via email, remote control, and telephone for customer accounts in a timely fashion
• Determine the best solution based on the details and issues provided by customers
• Maintain a positive phone demeanor and ensure customer satisfaction
• Monitor and troubleshoot backup or other regularly scheduled customer work
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Perform remote maintenance as needed
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Remove and/or set up user accounts on systems, implementing automated methods when possible
• Respond to hardware and software support issues from employees
• Serve as the first point of contact for customers seeking technical assistance over email or phone
• Support and troubleshoot day-to-day technology issues for employees, including but not limited to cloud applications, desktop applications, and the setup and maintenance of computer hardware and/or software
• Track and update IT inventory
• Understand and solve customers' technical problems in-person or over the phone as needs warrant
• Walk the customers through the problem-solving process
• Work within a ticketing system to track and escalate customer problems
• Work with technology teams to identify risks and address the identified issues from the risks
• Work with vendors to help resolve technical issues
• Troubleshoot technological issues and solve problems quickly to ensure our business operations run smoothly
• Save all files to a computer backup to make sure files are not lost in case the system crashes
• Perform regular maintenance for our phone systems, computer systems, computers, printers, network systems, and any other technical equipment
• Make sure new employees have their user accounts, company email, and appropriate security access so they can complete assigned tasks
• Implement new technology, such as desktops and computer hardware, operating systems, software programs, and applications

Requirements

• 2+ years experience in a professional IT setting
• High school diploma required, associate's degree in computer science or information technology preferred
• Skilled in communication, time management, and organization
• Great customer service skills and passion for helping our business succeed
• Familiarity with multiple computer operating systems, such as Windows, Mac, and Linux operations