On-Site IT Technical Support Representative

About the role

We're searching for a talented and driven On-Site IT Technical Support Representative to join our team. As part of our team, you will work with top professionals and make an impact from day one.

Responsibilities

• Takes support calls from office and field staff to solve IT related issues
• Handle escalations from Tier 1 reps for more advanced troubleshooting
• Provides escalation point for further escalation to app development or engineering team
• Possesses advanced knowledge of MDM and end point management systems
• Possesses advanced knowledge of network topology for all corporate sites
• Provides instruction in the use of hardware and software used by the company
• Lead various IT related projects in support of business operations
• Contributes to weekend on call rotation
• Responds to support calls from office and field staff to resolve IT-related issues
• Handles escalations from Tier 1 representatives for advanced troubleshooting
• Serves as an escalation point for further escalation to application development or engineering teams
• Leads various IT-related projects in support of business operations staff across multiple corporate sites
• Other duties as assigned

Requirements

• Bachelor’s Degree in Computer Science or related field; or 3-5 years’ experience in a IT support position
• Ability to organize and manage multiple priorities simultaneously
• Ability to analyze and resolve problems, including the ability to simplify instructions for individuals who have never used computers before
• Patience and the ability to remain pleasant and cordial during extended troubleshooting sessions over the phone
• Competency in diagnosing, troubleshooting, and resolving system and network related issues on servers, desktops, peripherals, and related equipment
• Wide experience with a variety of systems and environments
• Proficiency in Microsoft products and operating systems
• A high level of alertness is required when troubleshooting support calls and manually entering accurate information into spreadsheets and reports
• Basic knowledge of networking fundamentals

Additional Knowledge And Expertise

• Microsoft certifications
• Knowledge of Cisco switches and firewalls a plus
• CompTIA Network+
• Knowledge of virtual machines and system imaging
• CompTIA A+ certification

Benefits

• Positive, team-focused work environment with a collaborative office space, casual dress code, and onsite gym with fitness classes
• Industry-leading stability with over 40 years of experience and opportunities to grow your career through training and advancement
• Comprehensive benefits package including medical, dental, vision, FSA/HSA, life insurance, disability, and an Employee Assistance Program
• 401(k) with a generous company match, weekly pay, paid holidays, and PTO
• Fun extras like our fully stocked Rogers Café, employee referral bonuses, and other exceptional perks