JOB TITLE: Technician, IT

Location: North Fort Myers, FL

Work Hours: M-F 8:00am - 5:00pm

Our benefits include:

• Company-wide annual incentive plan
• Medical, vision and dental insurance
• 401(k) plan with a generous 6% company match
• Company funded Pension Plan
• On-site wellness/medical facility
• Company paid Short & Long-Term Disability insurance
• Health Savings Account with an employer contribution
• Flexible Spending Accounts
• Paid time off and paid holidays
• Wellness program with financial rewards
• Tuition reimbursement
• Group life insurance
• Critical Illness and Accident Insurance

LCEC provides reliable, cost-competitive electricity to more than 242,000 customers throughout a five-county service territory located in Southwest Florida. We employ approximately 425 skilled employees and are one of more than 900 electric distribution cooperatives located throughout the United States. LCEC has been recognized locally and statewide as an industry leader and continually receives acknowledgment for the work that our employees do in the community along with other civic, environmental and professional honors.

Position Summary: The IT help desk technician will provide exceptional customer service and -and demonstrate a commitment to the successful operation of our information technology systems. The IT help desk technician is responsible for assisting our customers with questions and problems concerning computer systems, hardware, and software, mobile devices, and audio/visual equipment. The technician will work with customers remotely and in person, guiding them through system configuration and troubleshooting, while efficiently triaging and resolving most issues and escalating as needed.

Position Responsibilities

• Provide quick and effective assistance with information technology systems.
• Guide customers remotely and in person through systems configuration, troubleshooting, and maintenance.
• Listen attentively to customers’ questions and concerns and offer optimal solutions.
• Prioritize customer satisfaction in all communications, directing unresolved issues to next-level personnel.
• Work with other teams within IT to provide customers with excellent service.
• Represent LCEC with professionalism and integrity while helping to advance our company mission.
• Manage and execute client computing hardware lifecycle ensuring laptops, desktops, and mobile devices are kept within target age.
• Procure and support endpoint peripheral devices such as printers and scanners.
• Ensure desktop applications and operating systems are patched and running current, supported versions.
• Provide first-level user support for IT Services and hardware, and escalate issues as needed. Monitor service requests to ensure problem resolution and documentation in a quick, efficient manner.
• Use industry-standard tools to install, manage, update, and maintain computer hardware and software.
• Install, configure and support various user applications.
• Provide staff with information about new technology developments in their specific area of responsibility through research and recommend specific hardware and software that compliment and support a diversity of instructional techniques.
• Install and maintain user accounts and hardware across company sites.
• Ability to perform hardware repairs and upgrades to existing PCs.
• Work with vendors to create hardware orders, schedule on-site maintenance and repairs.
• Follow technical instructions and processes.
• Assist with managing software and hardware inventories.
• Respond to critical support requests after-hours, if required, on an infrequent basis using the appropriate software, record all requests for service.
• Work an after-hours on-call rotation with the rest of the support team.
• Maintain effective working relationships with personnel in all LCEC departments.
• Maintain written records and logs as required with the IT department.
• Clearly document and follow written procedures.
• Communicate effectively via email, phone, and in-person.<
• Ability to work with users and explain user-level PC and application technical material.
• Ability to clearly document problem causes and resolutions.
• Maintain positive communication with colleagues, exhibiting professionalism and making positive contributions to workplace morale.
• Support VoIP telephones and softphones.
• Provide/create end-user functional training as required and provide user level configuration management for the telephony infrastructure, voice mail and contact center application environments.
• Smartphone/tablet support & lifecycle management via MDM and Carrier Portals.
• Mobile device asset management & reporting.
• Support storm restoration in whatever capacity is required.

Education

• High School Diploma or Equivalent. (Required)
• Associate's Degree related field. (Preferred)

Knowledge, Skills, and Abilities

• Excellent problem-solving and analytical skills. (Required)
• Knowledge of industry-standard networking technologies, procedures, and methodologies. (Required)
• Comprehensive knowledge of computer systems and experience troubleshooting hardware and software. (Required)
• The ability to break down technological processes and deliver clear, step-by-step instructions. (Required)
• Patient, friendly demeanor with a great aptitude for listening. (Required)
• Strong verbal and written communication skills. (Required)
• Commitment to providing exceptional customer service. (Required)
• Knowledge of and experience with industry-standard equipment, materials, practices, computers, and applications. (Required)
• Ability to professionally and effectively respond to customer needs and requests for service or assistance. (Required)
• Thorough knowledge of Microsoft Windows and Apple iOS. (Required)
• Thorough knowledge of directory structures. (Required)
• Basic knowledge of active directory. (Required)
• Basic knowledge of network architecture. (Required)
• One tier I skill & competency. (Required)
• Passion for problem-solving and customer service. (Preferred)
• Tech savvy, with experience working in a tech-related field. (Preferred)
• Ability to diagnose and resolve a variety of technical issues. (Preferred)
• Team-oriented mindset with an openness to constructive feedback. (Preferred)
• Experience working with corporate Audio/Video systems. (Preferred)
• Eagerness to learn new technologies and systems. (Preferred)
• Experience working with ticketing systems. (Preferred)
• Experience working with deployment software. (Preferred)
• Experience imaging and deploying PCs. (Preferred)
• Experience scripting. (Preferred)

Additional Licenses and Certifications

• Microsoft Certified Professional (MCP). (Preferred)
• CompTIA A+, Microsoft Fundamentals, PowerShell. (Preferred)

Physical Demands and Working Environment: The physical demands and working environment characteristics described here must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical Demands:

Standing Occasionally,
Walking Occasionally,
Sitting Constantly,
Lifting Rarely,
Carrying Rarely,
Pushing Rarely,
Pulling Rarely,
Climbing Rarely,
Balancing Rarely,
Stooping Rarely,
Kneeling Rarely,
Crouching Rarely,
Crawling Rarely,
Reaching Rarely,
Handling Occasionally,
Grasping Occasionally,
Feeling Rarely,
Talking Constantly,
Hearing Constantly,
Repetitive Motions Frequently,
Eye/Hand/Foot Coordination Frequently

• Working Environment: Frequently Air-conditioned office environment, Rarely Extreme cold, Rarely Extreme heat, Rarely Humidity, Rarely Wet, Occasionally Noise, Rarely Hazards, Rarely Temperature Change, Rarely Atmospheric Conditions, Rarely Vibration.

STORM DUTY REQUIREMENTS.... Responding to storms will be considered a condition of employment: LCEC provides critical services to our community during an emergency. Employees are required to participate in the response/recovery activities related to emergencies/disasters to maintain service to our LCEC members. Employees are required to work in their normal job duties or other assigned activities. Proper compensation will be made in accordance with the company's guidelines and procedures.

Please note that at the time a candidate is made a job offer, the candidate will be subject to a background check and a drug screening.

Required Skills

Required Experience