Support Technician

Employee Benefits Provided: 401k with Company Matching & Company Sponsored Health Care

Inspired Technologies has an exciting opportunity to join our team as a Support Technician. Serving as the first point of contact, you would provide a wide range of technical support for Inspired Technology clients. This role will be responsible for responding to and resolving customer requests. This position involves direct client interactions to determine how we can best solve a customer’s problems using internal resources and technical knowledge.

Ideal Candidate:

• Possess experience in providing IT support for a company or a Managed Services Provider
• Strong computer hardware, software, and networking skills (primarily Windows environments)
• Has a passion for technology
• Has a natural desire to help others
• Is comfortable meeting and speaking to new people
• Excellent listening skills to understand clients’ technical issues
• Works well under pressure
• Excellent time management and organization skills
• Excellent troubleshooting and problem solving for hardware and software issues
• Resourceful in finding solutions for new/unknown issues
• Can follow instructions
• High attention to detail
• Works well with others
• Can communicate clearly in English – read and write
• Available Monday – Friday 8am – 5pm
• Willing and able to work some evenings and weekends

Essential Functions:

• Consistently work with a customer service-oriented mindset
• Efficiently handle and address all customer service inquiries to ensure prompt resolution of client concerns
• Perform onsite technical support and system installations at client sites
• Utilize research tools for reviewing client documentation as needed for support activities
• Maintain and update technical knowledgebase to ensure accurate information
• Thoroughly document all client support services on support tickets that include specific steps taken to resolve issues
• Complete technical support projects and tasks as assigned by manager
• Perform timely follow up with clients by email or phone to verify success of support activities when client is not immediately available for feedback.
• Attend company meetings as required

Knowledge & Experience:

• Ticket System – ConnectWise (Preferred), Autotask, Kaseya, or other PSA ticket system
• Remote Monitoring & Management (RMM) – N-Central, Continuum, Autotask Endpoint Management (AEM), or comparable
• Technology – Knowledge and understanding of the following technologies:
• Server Operating Systems and Roles
• Microsoft Server Operating Systems
• Active Directory, DHCP, DNS
• Microsoft Azure
• Microsoft 365
• SharePoint
• OneDrive
• Teams
• Microsoft Office
• Basic Hardware Troubleshooting
• Dell/HP Servers
• Dell/Lenovo/HP Client Workstations and Laptops
• Basic Understanding of IT Security

Requirements:

• Clean driving record
• Pass background check & drug test

Experience:

• IT Managed Service Provider (MSP): 1-2 years desired
• Level 1 Help Desk or Support Desk Experience

Ideal Certifications:

• Comptia A+, Network +, Security +, Server +

Required work authorization:

• United States

Physical Requirements

• Must be able to lift, pull, and push up to 50 pounds
• Frequent bending, stooping, crawling, lifting, and reaching
• Ability to drive a pick-up truck or van
• Must be able to operate computer equipment for extended periods of time
• Must be able to stand for extended periods of time
• Must be able to drive a vehicle physically and legally
• Flexible to work after hours and on weekends as needed

This job description indicates in general terms, the type and level of work performed as well as the typical responsibilities in this position. Management reserves the rights to add, modify, or change the essential functions of the job.