Summary:

Position Type: Hourly/Contractor

Support Technician’s role requires the individual to have a wide variety of relevant hard and soft skills to overcome traditional barriers between the different teams. ONLY LOCAL (DMV area) CANDIDATES WILL BE CONSIDERED as this role requires site visits to clients/customers to resolve IT issues that can’t be resolved remotely. The ideal candidate will meet the requirements below and will need to work very closely with the company’s services/systems admins to serve as additional support.

Details:

Job Responsibilities:

• Remote Issue Resolution: Provide remote technical support to resolve hardware, software, and network issues efficiently using remote troubleshooting tools.
• Customer Communication: Maintain clear and professional communication with clients through both verbal and written channels to ensure issues are understood and resolved effectively.
• Technical Assistance: Assist with configuration and management of cloud services, preferably Azure or AWS, to support client needs and system functionality.
• On-Site Support: Perform occasional local travel to client sites for on-site troubleshooting and support, as required.
• Active Directory Management: Support basic Active Directory tasks including user account management and permissions, as needed.
• Analyzes the technology currently being used and develops plans and processes for improvement and expansion
• Ticketing System Management: Utilize ticketing tools to track, manage, and document support requests and resolutions, ensuring timely and accurate updates.
• Documentation: Maintain detailed records of support activities and solutions provided, ensuring documentation is clear and up to date.
• Customer Service: Deliver exceptional customer service by addressing and resolving client issues with professionalism and efficiency.

General Responsibilities:

• Interpersonal Skills - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully and confidentially; maintains confidentiality. Escalates issues as appropriate
• Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; openly communicates with department leads on due dates and progress during a project
• Teamwork - Balances team and individual responsibilities; treats people with respect; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests
• Organizational Support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values. High energy level, comfortable performing multifaceted projects in conjunction with day-to-day activities
• Professionalism - Approaches others in a tactful manner; reacts well under pressure; accepts responsibility for own actions; works with ethically and with integrity
• Initiative - Seeks increased responsibilities; asks for and offers help when needed. Displays original thinking and creativity; meets challenges with resourcefulness; generates suggestions for improving work
• Language Skills - Ability to speak effectively before groups of customers or employees of organization

Experience Requirements: _

_

** Minimum required support experience for:**

• OS - Windows, MAC
• Hardware - PC set up, imaging, Printers, Scanners, Network set up, Access points, wireless routers
• Software - Office 365 (Most if not all - PowerPoint, excel, word, OneNote, etc.), Active Directory, Exchange, Teams, Jira, Confluence
• Backup - Dropbox, Carbonite, OneDrive
• Remote Tools - ITSupport247, LogMeIn, Quickassist, NinjaRemote, AutoTask, or similar
• English language proficiency, along with excellent communication skills.

This position reports to the Senior Operations Manager.

No agencies will be considered.