Tier II IT Support Technician - Start Now

We are looking for a level 1 tech that can start in April, if not sooner. They must train with our current tech onsite in the St. Louis office.

They will handle daily break fixes and have excellent troubleshooting skills. We need a self-motivator who can work independently and with a team. Good customer service.

OVERVIEW:

The Field Service Tech will perform the overall activities of the IT Field Service. The Field Service Team consists of remote and on site Field Service Technicians in multiple locations who support our customers in the field. The Field Service Tech position will be responsible for process improvement, maintain accurate inventory of all computer devices owned by the company, and support and document issues that arise throughout the field offices.

This position is onsite at the St. Louis, MO office.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Delivers exceptional customer service when supporting customer requests.
• Deliver new and repaired equipment to end user locations and verify operation and printing with all applications
• Document all work completed and associated databases including: Work Requests/Trouble Tickets, Purchase Requisitions/Purchase Orders, Technical Support documentation, Equipment Inventory/Parts Inventory and Network Addressing
• Route unresolved issues to the appropriate staff member and communicates with the User Support Coordinator to ensure that the request is followed to completion
• Investigate and resolve any issues resulting from substandard performance
• Assist co-workers in troubleshooting complex operating problems
• Coordinate the repair and return of defective equipment with appropriate vendors
• Support users with special information requests. Recommend hardware and software if appropriate
• Address customer inquiries, resolve issues and obtain customer feedbacks proactively.
• Track equipment’s shelf life throughout the company and help replace the equipment and software as needed
• Able to disassemble old equipment and build new equipment using new hardware
• Support service teams in achievement of service goals
• Promotes secure desktop environments by reviewing known security practices, and current threats
• Ensure that the resources are properly trained to meet service objectives
• Work with the team leaders in resource identification and planning.
• Follows company policies and procedures
• Demonstrate outstanding customer service through maintenance of high quality and integrity at work environment
• Manage multiple priorities and projects simultaneously
• Perform other duties as required or assigned

QUALIFICATIONS / EXPERIENCE:

• Associates degree in computer science or related field is required or comparable education and experience
• Extensive knowledge of Microsoft Office Products
• Two years of work experience in an enterprise network environment, including direct end user support
• Requires proficiency with client-end operating systems and standard office automation software
• Demonstrated ability to communicate effectively both verbally and in writing
• Demonstrated ability to achieve successful outcomes in handling difficult situations and complex customer needs
• Excellent interpersonal skills with an orientation towards professionalism and customer service
• Demonstrated ability to manage multiple priorities and follow through on projects to completion
• Resourcefulness, ingenuity, and maturity in decision making and problem solving
• Basic knowledge and familiarity with Networking hardware and wiring
• Understanding of VPN systems (Citrix, Java, Juniper, etc.)