IT Technician

Reports to: Client Services Supervisor, Client Services Manager, IT Supervisor/Manager, or equivalent leadership.

About the role

The IT Support Technician performs duties that include being a reference point for all IT related queries at the user level, responding to user needs in a timely manner and ensuring the optimal running of all systems. This position is focused on problem-solving using a high level of technical skill. Overall, this position continuously offers the highest level of service to all client and SPS employees while maintaining a professional image of the company by providing prompt, courteous and efficient service.

Responsibilities

• Analyzes issues and formulate solutions.
• Troubleshoots system, application and hardware issues.
• Ensures customer is updated on ticket progress.
• Works directly with customers to solve problems.
• Utilizes internal IT Knowledge Base to both provide and find solutions to known issues.
• Uses external information to research and resolve issues when needed.
• Consistently updates the ticket tracking system with status and fixes.
• Properly escalates issues to necessary parties as required.
• Performs routine system maintenance on laptops and desktops.
• Tracks computer assets according to organizational standards.
• Performs backups and restores.
• Performs configuration of hardware including drives, network interfaces, memory, processors, and peripherals.
• Performs installation and configuration of software including operating system, patches, and 3rd party products.
• Maintains established computer standards and participate in testing new standards.
• Proactively seeks out additional work during downtime.
• Builds professional relationships with customers and other teams.
• Maintains professionalism and composure when interacting with all employees.
• Trains back-up and providing guidance on policies and procedures.
• Determines what additional support is needed when handling sensitive inquiries.
• Provides exceptional customer service to client.
• Provides reception or concierge (front of office) or mail (back of office) coverage as needed.

Requirements

• High School Diploma (or equivalent) required. Preference in higher level degree preferably in Computer Science, Information Systems or equivalent program.
• 1-3 years prior IT work experience.
• IT certifications preferred such as: ACMT, ACSP, ACTC, MCP, CNA, CCNA, A+ or Network+.
• Experience with Mac and PC computers.
• Ability to work assigned work hours determined by manager.
• Excellent organizational and time management skills.
• Analytical abilities and aptitude in problem-solving.
• Superb written and verbal communication skills.
• Current knowledge or ability to learn computer-based systems required for functions of position.
• Required to maintain an overall professional appearance and attitude.
• Adhere to all policies and procedures required.

Skills

• Strong verbal and written English communication skills.
• Exemplary communication and follow-up skills.
• Knowledge and application uses for Mac and PCs.
• Hardware and Software knowledge/skills.
• Very strong technically; able to fix and handle more issues internally, engage with vendors to schedule repairs when necessary, and continually visit assigned spaces ensuring all equipment is up and running.
• Willing to work after hours when sporadically asked.
• Anticipates potential issues, investigates new technology, and raises it to the attention of IT team leaders.
• Excellent customer service skills; ability to understand the business, relay information in layman’s terms, and build relationships.
• Ability to work independently or in a team environment.
• Ability to multi-task.
• Excellent presentation and interpersonal skills.
• Strong interpersonal skills with a heavy focus on customer service.
• Sound written, oral, and organizational skills.
• Collaborate with local and remote teams using provided tools.
• Consistently share solutions with peers.
• Comfortable training both small and large groups of people on new IT solutions.

Physical Demands

• Fine and/or gross motor skills, including the ability to grasp, lift and/or carry or otherwise move packages on a standard wheeled cart with a load capacity of 60 lbs.
• Ability to walk, bend, kneel, stand, and/or sit for an extended period of time.
• Manual dexterity required for operating office machinery (phone, copy machines, binding equipment, etc.).
• Physically able to talk on the phone and input data simultaneously.
• Ability to lift or move 40 lbs. or greater frequently.
• Specific vision abilities required by this job include close vision, distance vision, ability to adjust focus, and ability to match or detect differences between colors, including shades of color and brightness.

Travel: None or negligible.

Benefits

• Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities.
• Learning & Development: Promotes a work culture of learning so that you can develop to be the best at what you do.
• Recognition Programs: Offers a variety of recognition programs for all levels of employees.
• Paid Time Off: Full time: Minimum of 80 hours/calendar year. Part time/temporary: Minimum of 1 hour for every 30 hours worked. PTO amounts may increase based on tenure and/or the assigned account. PTO allows employees to take approved time off for any reason.
• Bonuses: Available for employee and client referrals for current employees.
• Benefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking Pre-Tax Plans, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k with matching, and Entertainment Discounts.

Pay

Pay Range: $25 - $25 USD

About SPS

SPS is a global workplace solutions and business transformation company operating in more than 20 countries. Across North America, we help clients enhance workplace experiences and business operations through services including workplace support, physical and digital mailroom solutions, intelligent document processing, reception and concierge services, and other business support offerings. Our clients include leading organizations across banking, insurance, legal, higher education, professional services, and many Fortune 500 companies.