It Support Technician

Under minimal supervision, provides support to end users on a variety of technical, IT-related issues. Help desk personnel need excellent problem-solving, communication, and interpersonal skills, along with patience, a customer-friendly attitude, and the ability to work in a team environment. They should have a strong technical understanding of the various hardware, software, and networking systems used throughout the organization.

Responsibilities

• Takes initial end user contact via telephone, chat, in-person, or email inquiries; troubleshoots and manages hardware, software, and network problems, or issues requiring information systems and applications knowledge.
• Connects with user and their related system remotely or in-person to resolve identified problems.
• Recognizes and escalates problems requiring other or additional team resources as required.
• Identifies, researches, and resolves technical problems.
• Installs or assists service personnel in installation of hardware and peripheral components such as monitors, keyboards, and printers.
• Loads specified department-approved applications for users based on job duties or approved requests.
• Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems.
• Instructs users in use of IT equipment, software, and documentation.
• Provides updates, status, and completion information to the IT Operations Manager and IT leadership team, as needed.
• Sets up extensions, voice mail, and other features of the phone system.
• Performs tasks as directed by the IT Director.

Requirements

• High school diploma or equivalent.
• One year of work experience in an IT environment and A+ certification.
• Experienced with the Microsoft 365 Suite and standard Windows administration within a business environment.
• Strong customer-oriented service delivery, focused on creating a positive computing experience.
• Able to prioritize tasks based on impact and switch tasks within a dynamic environment.
• Willing to occasionally work outside the standard schedule to support production shift hours with disruptive or demanding issues, tasks, events, or projects.
• Consistently exhibits the company’s values: Own It, Can Do, Act in Love.

Preferred Qualifications

• Associate degree or two years of experience in a small to medium-sized business IT environment.

Skills

• Troubleshooting
• Customer service
• Microsoft Office 365
• Windows operating system
• Desktop support
• Windows 10
• Active Directory

Pay

The pay range for this position is $22.00 - $26.00 per hour.

Benefits

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may include:

• Medical, dental, and vision insurance
• Critical Illness, Accident, and Hospital insurance
• 401(k) Retirement Plan (Pre-tax and Roth post-tax contributions available)
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short-term and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation, or Sick Leave)

Schedule

This is a contract position based in Bentonville, AR, and is fully onsite. Occasional work outside standard hours may be required to support production shifts.