The Onsite IT Technician will provide technical support to our clients, resolve issues in a timely manner, and ensure client satisfaction. They will primarily be responsible for reactive problem-solving and performing on-site moves, adds, and changes related to Information Technology.
Reports To:
Reactive Services Team Coach
Key Responsibilities:
Provide professional-level support to clients, including troubleshooting hardware, software, network, and system issues.
Perform on-site new PC setups, including hardware setup, software installation, network configuration, and user training.
Document all issues, actions, and solutions in the ticketing system.
Actively update ticket statuses, time entries, and ticket notes in the ticketing system as work is being performed.
Participate in an on-call rotation to provide after-hours support to the assigned client.
Contribute to maintaining and updating technical documentation and procedures in IT Glue.
Collaborate with other team members and departments to resolve issues as needed.
Participate in ongoing professional development and training to increase technical knowledge.
Maintain a high level of customer satisfaction.
Follow all work procedures as developed and explained in the company's policies.
Experience/Skill Level:
5 years experience in IT and/or technical support.
Strong all-around knowledge of IT infrastructure, hardware, and software applications.
Strong IT troubleshooting experience and ability.
MSP (Managed Service Provider) experience is a plus.
ConnectWise Manage and Automate experience is a plus.
Interpersonal Skills:
Strong communication (written and verbal).
Strong organization and prioritization skills.
Strong problem-solving skills and self-learning.
Shows initiative.
Able to work well both within a team environment and autonomously.
Good task management and multi-tasking skills.
A high degree of confidentiality.
A high degree of punctuality.
Ability to take, interpret, and follow instructions.
Customer service orientation.
Ability to work with staff at all levels of the Company.
Committed to undertaking duties with a strong attention to detail.
Professional personal presentation.
Awareness of and ability to work in accordance with Company Policies and Procedures.
Note: This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time.