Associate Technician, Managed Services

Overview

Do you have the CHOPS? IT Solutions lives its values:
Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego. If your values align, we want you to be part of a fast-growing Managed Service Provider specializing in providing high-end technology solutions to small and mid-market businesses. IT Solutions is a nationally recognized leader in the IT space, with over 25 years of experience and thousands of satisfied clients.

Join and grow with us, as we continue to innovate new ways to help businesses Experience Excellence.

The Associate Technician, Managed Services provides initial, tier one technical support to customers remotely via inbound calls, email, and video calling by handling inquiries and troubleshooting basic technical product related issues. The ideal candidate is a dedicated, relentless problem solver who gathers information to identify and assess the nature of the problem based on the identified response catalogue. At IT Solutions, most of our clients rely on us as their sole technological resource.

This person should enjoy learning new technologies on the fly while solving diverse technical challenges. The candidate should understand the value of best practices and have the foresight to thoroughly consider all potential outcomes before making impactful changes. The ability to manage the stress of client-down situations is an absolute must, and it is paramount to always provide excellent customer service.

• Assist in monitoring and troubleshooting incidents based on established documentation to identify the nature and resolution of problems and perform incident escalation as needed.
• Route incoming requests, incidents, or changes to the appropriate resolver groups if unable to troubleshoot the incident based on the established list of responsibilities.
• Demonstrate excellent troubleshooting skills, triage a customer’s issue based on the response catalogue, get to the root of the problem in a timely manner, and document the issue(s).
• Provide hardware/software support, documentation, support logs, and other related information throughout the troubleshooting process.
• Adhere to response catalogue and established team processes to ensure consistent services across all tickets and issues.
• Communicate processes step by step with customers over the phone, and at times in person, to troubleshoot technical concerns.
• Interact and work directly with internal teams and vendors to escalate technical concerns, provide customer updates, and drive incidents to resolution.
• Provide support to end users with an enthusiastic attitude to analyze, troubleshoot and resolve issues to customer's satisfaction.

• Strong oral and written communication skills
• Effective time management and multi-tasking skills
• Ability to stay organized and detail-oriented
• Demonstrates a passion for solving problems or helping others and take the initiative in driving continuous improvement/execution excellence
• Exceptional organizational skills, including self-management and multi-tasking in a fast-paced environment
• Knowledge of remote management tools
• Ability to lift at least 50 pounds
• Ability to troubleshoot and configure workstations and hardware such as printers, laptops, etc.

• A minimum of one year’s work experience in a professional services position with strong communication and interpersonal skills amongst team members and customers
• Preferred experience of 6 months working in a call center environment
• Associate’s degree in a related discipline or equivalent professional experience
• Experience with Office 365 and Microsoft applications:
  Excel, Outlook, Word, Teams
• Experience with systems such as Connect Wise, Solar Winds, Cisco
• Experience with Mac OS
• Understanding of SharePoint and One Drive

• None

IT Solutions offers a full benefits package, including:

• Rich medical and prescription plans
• Dental & Vision
• Paid holidays and Flexible Paid Time Off
• 401K/401K Roth with Safe Harbor matching
• Stock Appreciation Rights
• Company-paid life insurance, long-term and short-term disability insurance
• Company-paid mental health support & financial wellness services
• FSA for medical and dependent care
• HSA option with compatible medical plan
• Company-paid training, materials, and exams
• Performance-based bonuses

IT Solutions is an equal employment opportunity employer that provides opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.