Service Center Technician

Job Description

To put it simply, we are a customer service company that happens to sell office solutions. In 1995, we started as a Xerox agency called Midwest Document Systems Inc. As we started to expand into other solutions beyond Xerox, we wanted to change our name to reflect all the technology solutions we offered. Just a few years later, Solutions Management Group was born.

Since our beginning, we have been delivering complete office solutions to our clients backed by the highest quality technology vendors in the industry. We partner with companies such as Ricoh, Xerox, Extron, HP, Dell, Lenovo, Docu Ware, Print Audit, and Papercut.

While we are a locally owned company headquartered in Davenport, Iowa, we have been recognized as a leader by global organizations. Through organic growth, we now manage print devices in 35 states and offer life cycle management for technology and workflow automation. Our unparalleled office solutions and service are trusted by clients across various industries including healthcare, retail, insurance, financial services, hospitality, government, automotive, manufacturing, agriculture, and education.

We help our clients discover the best practices to approach their problems.

We believe that each employee contributes to Solutions Management Group’s growth and success. We hope you will take pride in being a member of our team.

The Service Center Technician will provide phone, remote & email-based, first-level technical support to staff and faculty for the Webster City School. This position will focus on First Call Resolution (FCR) and as needed will elevate the incident to the Customer Support Technicians and other areas of the Technology Services department.

The Service Center Technician will organize and coordinate endpoint deployment and break- fix efforts by the day-to-day coaching of the Service Center Technicians ensuring efficient and accurate resolution of incidents and requests.

They will participate in the oversight, delivery, and support of Computers and AV related technology delivery systems and services at Webster City School. This position will repair and replace hardware components in computers and AV equipment.

They will assist with testing and maintaining classroom technology.

• Provides excellent customer service to all Webster City School staff, faculty and students
• Answers incoming phone calls promptly and professionally within Service Level Agreements
• Gathers appropriate information, logs incidents and service requests in ticketing system
• Provides installation, technical support, and operational training for all supported systems
• Performs Warranty Hardware repair for branded equipment
• Installs, supports, and repairs college computers, peripherals, software, and technology equipment
• Records experience of classroom technology in tracking software, including but not limited to:
  Classroom AV presentation equipment, desktop computers, laptop computers, and printers
• Performs physical inventory checks as needed for all types of assets on campus
• Assists in stocking and organizing all technology equipment within the warehouse
• Assists in maintaining inventory database in conjunction with the inventory and procurement team
• Delivers equipment to departments as needed
• Completes minor maintenance
• Maintains confidentiality for students, faculty, and staff profiles
• Establishes and maintains strong working relationships with colleagues, staff, administrators, and the general public
• Displays a positive, friendly, and respectful attitude toward customers and co-workers
• Possesses strong organizational skills and high attention to detail
• Other duties as assigned by management

• Employee must be able to execute strong customer service skills
• Associate degree or Certificate/Diploma in computer science or a related field
• One to three years of recognized success in Desktop Support, educational technology or a related field
• Strong knowledge of Microsoft-based operating systems and software, with an emphasis on Windows, and Microsoft Office 2016
• Familiarity with IT computer hardware, AV hardware and other technology equipment preferred

• Comp TIA A+ Certification
• Info Comm CTS Certified Technology Specialist
• Three to Five years of recognized success in Desktop Support, Audio/Visual Support, or a related field
• Experience supporting Higher Education
• Valid driver’s license

• Health, Dental, and Vision insurance
• Paid premiums for Short Term Disability/Long Term Disability Insurance
• Paid $10,000 Life Insurance policy
• Section 125 Flex Spending Account
• 401(K) Retirement Plan
• Vacation Pay
• Paid Time Off
• Holiday Pay
• Employee Assistance Program

Solutions Management Group is an Equal Opportunity Employer