IT Support Technician

This position is responsible for providing operational and technical support for corporate end-user workstations on the BLAN environments in Findlay, OH. The successful candidate must understand business requirements and translate these requirements into solutions, working collaboratively with multi-disciplinary workgroups to seek solutions to problems and champion compliance & change efforts for improved user experience and customer satisfaction.

Responsibilities

• Focus on superior customer service levels in all situations, especially under pressure, regardless of the issue's size or complexity.
• Accurately escalate tickets to internal teams, management, or outside resources with detailed notes on activities, including resolution.
• Resolve hardware and software problems efficiently with minimal disruption to users; coordinate hardware repairs with service vendors as needed.
• Apply advanced diagnostic techniques to identify problems, investigate causes, and recommend and implement solutions in a timely manner.
• Install, configure, troubleshoot, and maintain desktop/laptop computer images.
• Collaborate with all support and team members to ensure accuracy and efficiency of asset tracking system inputs and outputs.
• Implement and enforce IT Asset Management processes, policies, and standards in compliance with information technology infrastructure platforms.
• Maintain a knowledge base of relevant hardware and software applications.
• Set high standards of performance, assuming responsibility and accountability for successfully completing assignments or tasks.
• Support and troubleshoot Windows Operating Systems 11 & 10, Office 365, Skype, Microsoft Teams, Microsoft Office suite, and iOS devices (iPad and iPhone).
• Provide extensive support for Microsoft Outlook and Outlook Web Access, resolving complex problems and assisting users with advanced functionality.
• Assist with VPN, Citrix, and Wireless Networks.
• Support phone systems, upgrades, and maintenance in the Findlay office.
• Manage asset inventory, including network components, printers, and other hardware items.
• Install, configure, maintain, and troubleshoot end-user workstation hardware, software, and peripheral devices.
• Support video conference technologies.
• Troubleshoot networking connectivity and local LAN printer installation and configuration.
• Maintain a continuous focus on technology and information security.

Skills

• Drive for Results: Taking prompt action to accomplish objectives; proactive in achieving goals beyond requirements.
• Communication: Clearly conveying information and ideas through various media to engage audiences and help them understand and retain the message.
• Business Partner: Aligning departmental concerns with overall organizational goals; meeting customer needs and building productive relationships.
• Managing Priorities: Effectively managing time and resources to ensure efficient work completion.
• Teamwork: Using appropriate methods and a flexible interpersonal style to build a cohesive team and facilitate goal completion.
• Exhibits behavioral styles that convey confidence and command respect; represents the company in alignment with its values.

Qualifications

• 5 to 7 years of experience working with and supporting end users and VIPs.
• 5+ years of experience working with third-party service suppliers, including SLA and service definition functions.
• Experience working with remote and traveling users, planning for and assisting with issues that arise.
• Able to effectively communicate both verbally and in writing with management to express ideas and make informed decisions.
• Experience collaborating with other support groups such as network operations to resolve incidents or maintenance activities.
• Ability to support and explain technical concepts to users at various levels of technical proficiency.
• Effectively manages difficult or volatile situations.
• Able to read and understand technical manuals, procedures, and OEM guides.
• Excellent interpersonal skills.
• Ability to assess, analyze, and research technical situations and provide viable alternatives.
• Ability to learn new technologies and procedures quickly.
• Ability to communicate effectively with a wide variety of users and technical teams.
• Technical writing skills.

Other Required Characteristics

• Self-motivated and results-oriented.
• People-oriented team player with strong interpersonal abilities, projecting credibility and integrity.
• Goal-driven, inquisitive, and creative.
• Detail-oriented and a great listener.
• Flexible with hours and obsessed with customer experience.
• Self-critical with high judgment.
• Trusted, action, and results-oriented.

Schedule

This is an onsite position with typical work hours of Monday - Friday, 8 AM - 5 PM. The employee must be flexible to meet business needs, and work hours may change depending on responsibilities.

Pay

The pay range for this position is $25.00 - $34.00 per hour.

Benefits

Eligibility requirements apply to some benefits and may depend on job classification and length of employment. Benefits are subject to change and may include specific elections, plan, or program terms. If eligible, benefits for this temporary role may include:

• Medical, dental, and vision insurance.
• Critical Illness, Accident, and Hospital insurance.
• 401(k) Retirement Plan with pre-tax and Roth post-tax contribution options.
• 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).