Level 1 Support Technician

Location: Chandler AZ

Term: 3-6 month temp to hire

Position Title: Level 1 Support Technician

Role: ServicePoint has a customer seeking Level One Support Technician for a 3-6 month temp to hire opportunity located in Chandler Arizona. As a Level One IT Support Specialist at our customer you'll serve as the initial point of contact for triaging and resolving incoming client or system-generated requests. Join us in making a real difference in healthcare while delivering world-class client experiences daily.

Role and Responsibilities:

Deliver an excellent customer experience in all interactions

Troubleshoot and resolve basic desktop, software, network and server issues following published escalation guidelines to ensure issues are resolved in a timely manner

Assist clients with the installation, configuration and ongoing usability of desktop computers, mobile devices, peripheral equipment and software

Follow standard escalation process, involving senior resources in a timely manner where required

Responsible for creating and maintaining high quality, detailed documentation

Work with vendor representatives to resolve software and hardware issues

Install software, patches and updates on desktops, laptops and servers

Perform complex virus detection and removal

Notifies Client Success Managers when outdated equipment causes repeated issues

Resolve backup issues and perform restore testing

Review security parameters with clients and make recommendations on changes according to the customers standards and processes

Actively assist Level Twos and Level Threes on projects (i.e. system migrations, virtual server configurations with high availability, server and firewall installations, VPN tunnel configuration, SAN setups, etc.)

Configure and install firewalls, switches and other network equipment to best practice standards - must have 6 months experience minimum as a Level One at before configuring network gear without supervision

Take part in after hours On Call rotation as needed - must have a minimum of 6 months experience and have supervisor approval before joining rotation.

Perform on-site technical and customer service support, to include:

Emergency/unscheduled repairs of clients' on-site technical systems and equipment

Performs scheduled maintenance and repairs of clients' technical systems and equipment

Network switch and server room cable management

Works with senior resources to diagnose, troubleshoot, repair, and debug complex technical and computer systems, and software

Follows standard procedures to isolate and fix problems in malfunctioning equipment or software.

Performs routine cleanup of client network closets including labeling, removal of unneeded equipment, and updating of documentation

Report design, reliability, and maintenance problems or bugs to appropriate technical support team

Address complex problems where analysis of data requires the evaluation of identifiable factors.

Exercise judgement within broadly defined practices and policies in selecting methods, techniques, and evaluation criteria for obtaining results

Exhibit adaptability willingness to alter shifts and job requirements to meet client and internal needs

Comply with all safety requirements, including but not limited to: completing all required training, following all guidance provided in policies, procedures, field guidelines, reporting requirements, and technical advisories. Demonstrates a pro-active approach toward safety, health, and quality in compliance with all Company, governmental and customer requirements

Maintain tools and equipment properly and ensures that they are all in good working order

Participate in all on-going product, equipment, technical and business-related training to maintain necessary certifications, skills, and professional knowledge

Follow defined processes, policies, service delivery standards

All other duties assigned

Qualifications and Education Requirements:

Associate's degree in technology related field OR equivalent combination of education and work experience

2+ years of experience in supporting Microsoft Environments

Preferred certifications: Network +, Security +

Hands-on experience with Windows 2016/2012/2008 servers, Active Directory, Backup Technologies, Internet/DNS/E-mail/Communication issues

Knowledge of VMWare, Citrix, VPN and Terminal Services

Knowledge of VoIP, voicemail, analog, and vendor specific hardware/software

MSP specific experience strongly desired

Excellent problem solving and client relationship skills

Excellent verbal and written communication skills

Ability to learn and retain new technology skills and troubleshooting processes, team player, maintain calm and present yourself professionally in high stress situations.

Alignment with the core values of Doing the Right Thing, Taking Ownership and Delivering Results, Cultivating Positivity and Encouraging Improvement and Innovation

ServicePoint is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

ServicePoint is committed to providing accommodations to individuals with disabilities. If you require accommodations during the application or interview process, please communicate the specific accommodations needed as soon as possible so they can be provided for you.