Job Description

CapTech is actively hiring a User Support Technician with 3-5 years of experience. The role of an End User Computing Technician is to be the primary line of technical support for all employees at CapTech. The technician is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. CapTech End User Computing Staff work in a dynamic fast-paced environment which provides services over the phone, through e-mail, and in person. The technician will be supporting the Charlotte office which will entail providing user support to local users including imaging and upgrading laptops and assistance with the use of software packages utilized by CapTech employees. 

The technician must be willing to expand their skill set to help support the enterprise as a whole and be willing to be part of an on-call rotation. 

Main Duties and Responsibilities 

• Maintain a first-class level of customer service, ensuring that all customers are treated efficiently and in an appropriate manner 
• Maintain Excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization 
• Diligently respond to requests for IT assistance via phone, email, and in person 
• Diagnose and resolve hardware and software issues 
• Deployment of laptops using standard images 
• Research questions and issues using available information resources 
• Identify and escalate situations requiring urgent attention 
• Track and route problems and requests 
• Document resolutions to issues and create new knowledge base articles 
• Inventory management of hardware, software and accessories 
• Provide support for smartphones, including email setup and installation of custom apps 
• Miscellaneous IT tasks and duties, as required

Qualifications

Required Skills 

• Customer service focused attitude 
• Three plus years supporting PC and Apple Mac hardware and software in an office environment 
• Strong knowledge of Microsoft Windows and Apple Mac OSX operating systems 
• Strong knowledge of Microsoft Office 2010, 2011, 2013, 2016 
• Strong knowledge of Office 365 and Multifactor Authentication 
• Understanding of Microsoft System Center Configuration Manager 
• Inventory management of hardware and accessories 
• Understanding of Apple iOS and Google Android mobile operating systems 
• Ability to work independently and as part of a team 
• Able to tolerate stress, learn dynamically and adapt to flexible environment 
• Maintain standards of confidentiality at all times 
• Be resourceful and take initiative, make recommendations when appropriate

Preferred:  

• Bachelor’s degree highly preferred 
• A+ Certification 
• HDI-CSR Certification
• JAMF experience

Additional Information

We offer challenging and impactful jobs with professional career paths.  All CapTechers can keep their hands-on technology no matter what position they hold. Our employees find their work exciting and rewarding in a culture filled with opportunities to have fun along the way.

At CapTech we offer a competitive and comprehensive benefits package including, but not limited to:

• Competitive salary with performance-based bonus opportunities
• Single and Family Health Insurance plans, including Dental coverage
• Short-Term and Long-Term disability
• Matching 401(k)
• Competitive Paid Time Off
• Training and Certification opportunities eligible for expense reimbursement
• Team building and social activities
• Mentor program to help you develop your career

CAPTECH IS AN EQUAL OPPORTUNITY EMPLOYER COMMITTED TO FOSTERING A CULTURE OF EQUALITY, INCLUSION AND FAIRNESS — EACH FOUNDATIONAL TO OUR CORE VALUES.  WE STRIVE TO CREATE A DIVERSE ENVIRONMENT WHERE EACH EMPLOYEE IS ENCOURAGED TO BRING THEIR UNIQUE IDEAS, BACKGROUNDS AND EXPERIENCES TO THE WORKPLACE.

Candidates must be eligible to work in the U.S. for any employer directly (we are not open to contract or “corp to corp” agreements). At this time, CapTech cannot transfer nor sponsor a work visa for this position. Applicants must be authorized to work directly for any employer in the United States without visa sponsorship.

CapTech is a Drug-Free work place. Candidates must have the ability to work at CapTech’s client locations.  All positions include the possibility of travel. CapTech has not contracted/does not contract with any outside vendors in its recruitment process. If you are interested in this position, please apply to CapTech directly.