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Senior IT Support Technician
- Job Title
- Senior IT Support Technician
- Job ID
- 27704654
- Location
- Richburg, SC 29729
- Other Location
- Description
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Job Title: Senior IT Support Technician
Department: Information Technology
Reports To: Senior Director of Information Technology
FLSA Status: Exempt
SUMMARY
Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email, and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution. Prepares new equipment for distribution to employees. Documents technical processes for Disaster Recovery Purposes.
ESSENTIAL DUTIES AND RESPONSIBILITIES
· Support end users and resolve functionality issues with Windows 10/11 and MacOS computers, iOS devices, Microsoft 365, desktops/notebooks and peripherals, corporate antivirus software, and PC cloning/imaging.
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Supports Video Production team with Audio and Video Systems
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Supports Research Team with Network and computational equipment
· Create user accounts in Active Directory.
· Working with Human Resources as staff join and/or exit the organization.
· Schedules Security Patch Deployment
· Resolve and support end-user issues with the help of remote resources. When necessary, escalate the issue to other IT staff members or MSP.
· Create and maintain technical and end-user instructions and procedures.
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Create and maintain technical documentation
· Manage and maintain equipment inventory.
· Provide first point of contact for end users and escalate concerns within IT and to other functional areas of IBHS as appropriate. This includes creating, understanding, and executing approved escalation procedures.
· Prepare and maintain all Help Desk activity.
· Setup and support Mobile devices (Android and iOS, etc.).
· Assist end users with mapping drives, installing software, e-mail, Word, Excel, passwords, printers, monitor display issues and virus problems.
· Rebuild, transfer, and set up new systems.
· Assist in maintaining Tampa office systems.
· Provide technical support for online and in person events conducted by IBHS.
· Keep hardware and software inventory updated, work with accounting to tag equipment.
NO SUPERVISORY RESPONSIBILITIES
QUALIFICATIONS, EDUCATION AND/OR EXPERIENCE
· Candidates must possess a bachelor’s degree in a technical discipline or a minimum of five years working in a technical operating capacity or a comparable combination of education and experience.
· Ability to work under pressure and prioritize multiple support trouble tickets and provide resolutions in a timely manner.
· Excellent verbal and written skills and strong customer service skills.
· This role will be end-user facing. As a result, the ideal candidate must be a self-starter who enjoys interacting with people and solving problems on a daily basis.
· Excellent organizational skills and attention to detail.
· Ability to lift and carry IT equipment (monitors, workstations, printers, etc.).
· Industry Certifications like CompTIA A+, Network+ and Microsoft MCP (or similar) are preferred.
· Experience and basic knowledge in the following technologies: Windows 10/11 and MacOS, MS Office 365, desktop/notebook and peripheral support, corporate antivirus software, PC cloning/imaging.
· Experience with user account creation in Active Directory that includes onboarding and off boarding.
· Understanding of basic networking concepts and protocols, including TCP/IP, DHCP, DNS and WINS.
· Experience with VOIP and analog phone systems
· Experience supporting office, remote offices and remote user-base.
PHYSICAL DEMAND
While performing the duties of this job, the employee is frequently required to sit, use hands to operate a computer and the ability to communicate clearly. The employee is frequently required to stand, walk, reach with hands and arms, climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and or move up to 50 pounds.
IBHS Core Values:
· Integrity – Consistent, dependable, reliable, and accountable. Demonstrates the ability to keep up with issues as soon as they are reported.
· Professional Excellence – Knowledgeable, experienced, and respectful. Has a reputation for solving issues, being informative, and explaining technical issues in a way that users understand.
· Credibility – Honest, believable, trustworthy, accurate, and knowledgeable. Completes tasks and projects in a timely manner. Is trusted by colleagues.
· Real-World Impact – Transformative, actionable, meaningful, passionate, and influential. Actively participates in making IBHS a better place to work by being proactive. Demonstrates an understanding of the role of systems analysts in insuring that IBHS continues to run smoothly, and that the work we do will have long lasting impact in building safer, stronger communities.
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- Pay Range
- $60,000.00 Annually to $75,000.00 Annually
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