Support Technician

Job Brief :

The support technician will be a part of the team who will assist with providing tier 1 hardware and software support to assigned partners providing solutions to end users with questions and / or problems with their desktops, laptops, and printers etc.

Essential Duties and Responsibilities (other duties may be assigned to meet business needs) :

• Answer incoming customer inquiries via telephone, email / web concerning hardware and software computer related issues.
• Must be able to diagnose and resolve moderate system hardware, software, network, and operator issues.
• Interface extensively with end users, peers, for the resolution or escalation of system hardware, software, network, and operator issues.
• Maintain accurate records for management reporting.
• Maintain detailed docmentation.
• Assist and train end users on basic and some complex software issues on their PC's.
• Desktop Maintenance and Support.
• Evaluate hardware / software requirements for system compatibility.
• Support for Systems and Applications including : PC Workstations, Personal and Workgroup Printers.Enhancing PC performance.
• Virus outbreak prevention including Malware.Internet Connectivity as it pertains to Windows and hardware.
• Mobile device management.
• VOIP support.
• Configure and Deploy New Desktop / Laptop Devices and Software.
• On-site visits to partners.
• This role will be part of an on-call rotation for after hours support.

Qualifications / Requirements :

Proficiency in Windows 11,10. Knowledge of Mac PC's a plus!

Proficiency in all versions of Microsoft Office.

Proficiency in the Microsoft 365 admin portal

Understanding of basic networking.

Understanding of cloud computing.

Understanding in the roles of a server.

Ability to multi-task with strong organization and customer service skills.

Ability to work in a team environment, presenting a professional image and commanding the respect of staff and peers.

Requires strong initiative, detail orientation, ability to interpret problems and decisive decision-making skills.

Solid analytical and problem-solving skills.

Excellent written and verbal communication skills.

Exceptional interpersonal communication skills.

Ability to work collectively with the team and all associates.

Ability to lift 20 lbs (some heavy lifting of equipment).

Ability to work collectively with clients.

Education / Training / Experience :

3-5 years experience supporting Windows desktops, laptops / PCs

A+ certification and Network+ and or MCP certifications a plus

Experience troubleshooting network, software, and all hardware.

Customer Service experience a must.

Perks & Benefits :

Monthly vehicle stipend, freeing you from tracking mileage

Monthly cell phone stipend

Monthly home internet stipend

Celebrating birthdays for all staff members

Employee of the Month bonus

Certification bonuses to support your professional growth

Additional pay for after-hours work

Extra compensation for hourly project work

Complimentary beverages and snacks for those midday cravings

Monthly cookouts or catered lunches to enjoy together

Quarterly offsite team building events, fostering camaraderie

Unforgettable end-of-year Holiday party, complete with annual bonuses

Wide range of employee discounts to enhance your lifestyle

Retirement plan for long-term financial security

Paid time off to relax and rejuvenate

Life insurance coverage for peace of mind

Full medical benefits to keep you healthy and thriving

Job Type : Full-time

Pay : $40,000.00 - $55,000.00 per year

Benefits :

401(k)

401(k) matching

Dental insurance

Flexible schedule

Health insurance

Life insurance

Paid time off

Professional development assistance

Referral program

Vision insurance

Schedule :

8 hour shift

Day shift

Monday to Friday

On call

Education :

High school or equivalent (Preferred)

Experience :

Help desk : 2 years (Preferred)

Windows : 4 years (Preferred)

Work Location : Hybrid remote in Cincinnati, OH 45249