IT, Implementation, and Support Technician III

Responsibilities

• Answer support phone calls and tickets for multiple IT supported services and environments including desktop, mobile devices, networks, telephony, applications, access, and general use questions.
• Manage and respond to support tickets using support ticketing systems and log all support interactions.
• Manage escalated tickets & assignments in coordination with other technicians, IT teams, or departments.
• Provide end user training & guidance in self-service, best practices, applications, and operating system fundamentals.
• Collaborate with Implementation Managers to onboard new clients, sites, or modules onto the 4insite platform.
• Deploy, configure, and maintain QR tags at customer sites.
• Deploy and configure hardware (e.g., mobile devices, laptops) and software applications.
• Monitor asset assignments and ensure accurate reconciliation between users and equipment.
• Assist with system auditing & prepare and distribute standardized reporting.
• Identify inactive devices in computer management, MDM, and other systems as needed, and coordinate resolution with supervisors or HR.
• Collaborate with mobile carriers and vendors to manage rates and service accuracy.
• Independently research new technologies and best practices for review, testing, and implementation.
• Independently work on assigned special projects associated with systems, hardware, software, and other technologies.
• Assist in documenting & training for lower tier technicians in technical processes and resolutions in the course of ticket resolution.
• Investigate, document, and attempt resolution of incidents related to systems, access, or application issues, including OS, MS Office, or other SBM supported internal applications such as 4insite.
• Investigate, document, and facilitate resolution of requests related to systems, access, licensing, or general IT requests in liaising for other IT teams.
• Maintain operational procedures as detailed in internal documentation, SOPs, and policies, and participate in documentation efforts to improve guides, SOPs, and training materials.
• On-call and after-hours maintenance participation may be required.

Qualifications

• Associate (2-year) degree, with a technical major, such as computer science, and 3-5 years related experience and/or training; or equivalent combination of education and experience.
• CompTIA A+ or equivalent strongly preferred.
• CompTIA Network+ or Security+ preferred but not required.
• Intermediate knowledge of Microsoft products, laptop computers, and mobile devices.
• Intermediate knowledge of enterprise computing environments and concepts (E.g. Active directory, networking).
• Intermediate knowledge of basic computer administration tools and processes (E.g. Remote-control software).
• Fundamental understanding of an operating system.
• As systems are changed and upgraded it is required to stay current on knowledge of the environment being supported.
• Excellent customer support skills.