Internal hire only Service Team Technician

Position Summary: The Service Team Technician is responsible for handling tier 1 and some tier 2 support service requests for our clients. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.

Skill Requirements: The Service Team Technician requires:

Technical Skills

• Knowledge of computer systems and the ways people use them

• The ability to install and/or troubleshoot OSs, applications, hardware/software

• The experience necessary to troubleshoot firewalls, switches, and other network devices in a business environment

• Knowledge of computer security and the ways to keep users safe

Soft Skills

• Exceptional communication skills across multiple platforms

• The ability to prioritize tasks and adapt to changes quickly to better meet client needs.

• The drive to build client loyalty through transparency and vulnerability

• Problem-solving skills

• Teamwork and communication skills

• A passion for creating and updating documentation

Essential Duties and Responsibilities: The Service Team Technician will be responsible for:

System Maintenance and Troubleshooting

• Analyze system logs and identify potential issues with computer systems

• Apply operating system updates, patches, and configuration changes

• Install and configure new hardware and software

• Troubleshoot any client reported technical problems

User Support and Training

• Be available to go onsite as needed to attend to client service issues.

• Answering technical questions and assisting users

• Add, remove, or update user account information, reset passwords, etc.

Security

• Ensure client's workstations, servers, and network are secure.

• Be an advocate for best security practices for the client.

Documentation

• Document the configuration of workstations, servers, networks, and user changes.

• Adhere to best practices for documenting client interactions.

Professional Development

• Be actively engaged in a professional growth plan.

• Mentor teammates to grow their knowledge and skills

This is not a comprehensive list of the responsibilities and duties associated with the position. Additional tasks may be assigned to the Teammate from time to time and the scope of this position may change as necessitated by business demands.

Measures of success

We feel it is important to know what it means to be successful in this position. This is what success looks like for someone in this job:

- Teammate Utilization scores

- Client satisfaction (CSAT) scores