IT Support Technician

TEKsystems - Coraopolis, PA

Full-time - Entry Level

Coraopolis, PA

10,001+ employees

Professional, Scientific, and Technical Services

About the position

The IT Support Technician position at TEKsystems is an entry-level role focused on providing advanced technical support to end users while maintaining high operational standards for workstation computers. The technician will be part of a small team of four individuals, primarily responsible for deskside service and managing a ticket queue that serves the entire organization. The team is distributed, with members located in North Carolina and Pennsylvania, and is tasked with troubleshooting a wide range of issues including network VPN, printers, desktops, mobile devices, password resets, and applications like MS Teams and Zoom. The primary goal of this position is to ensure that end users have a stable and efficient computing platform to work on. In this role, the technician will log, track, and maintain tickets reported through various channels such as phone, email, instant messaging, and walk-up requests. They will provide advanced support for PC hardware, network connectivity, VOIP phone systems, and various client applications including O365 and VMWare. The technician will also be responsible for creating and maintaining user accounts in Active Directory and other systems, building out laptops and desktops using standard images, and assisting in training end users on new software and technologies. Additionally, they will document processes for Help Desk use, plan major hardware/software upgrades, and participate in scheduled asset inventories. The position requires a proactive approach to reviewing current methods and procedures, recommending improvements, and providing on-call support as needed. The technician will be expected to communicate effectively with customers and technical staff, demonstrating a strong customer service orientation and the ability to solve problems quickly under pressure. This role also involves a rotating on-call schedule, providing support until 8 PM Eastern, with after-hours support being responsive rather than active.

Responsibilities

• Log, track and maintain tickets as reported via phone, email, IM, and walkup requests.
• Provide advanced end user support on PC hardware, network connectivity, printers, VOIP Phone systems, and Client applications.
• Create and maintain accounts for Active Directory/Windows Domain, Oracle Databases, SugarCRM, Zoom, Cisco Anyconnect, and RSA.
• Buildout laptop and desktop PCs as needed using a standard image, SCCM, and Scripts.
• Assist in training of end users in new software and technologies.
• Create, update and maintain documentation for Help Desk use.
• Plan and document major hardware/software upgrades for the Help Desk.
• Participate in asset inventories as scheduled.
• Review current methods and procedures and recommend improvements.
• Provide as needed on-call support remotely.

Requirements

• Two year related technical degree OR a combination of relevant college education and training.
• 4-7 years of experience supporting Windows computers in a networked environment.
• A+ certification preferred.
• Experience with VMWare preferred.
• Knowledge and understanding of supported Client applications.
• Knowledge of computer components, Windows 10 operating systems, networks and platforms.
• In-depth knowledge of Microsoft Office Systems (2016 and O365).
• Knowledge of scripting (Powershell, batch file).
• Ability to follow prescribed methods and procedures.
• Skill with attention to detail.
• Skill in analyzing and solving basic problems quickly and under pressure.
• Ability to work effectively with customers and technical staff to resolve problems.
• Demonstrated customer service orientation and focus.
• Demonstrated verbal and written communication skills.

Nice-to-haves

• Experience supporting users onsite in Coraopolis, PA.
• Ability to communicate effectively via emails and phone calls, approximately 80% of the time.
• Familiarity with AWS as the client is moving to this platform.
• Strong personal communication skills to engage with users effectively.
• Ability to bring in new ideas for technology improvements.