Senior BT Technician at Kforce Inc in Raleigh, North Carolina

Job Description:

RESPONSIBILITIES:

Kforce has a client that is seeking a Senior BT Technician in Raleigh, NC.

Summary:
Senior BT Technicians play a critical role in supporting the productivity and success of our client's internal users by providing timely technical support and troubleshooting for the organization's end-user hardware and software. They act as subject matter experts, resolve complex IT issues and ensure the smooth operation of the company's technology systems.

Primary Responsibilities:
Senior BT Technicians act as customer advocates by owning end-user trouble tickets and requests they receive until they are concluded. They sometimes act as intermediaries between their customers and BT staff or third-party support to deliver efficient and effective solutions to end-users. To meet Service Level Agreements (SLAs), Senior BT Technicians must be able to close tickets and respond to user requests, questions, and comments promptly using the Zendesk ticketing system. Managing and resolving issues efficiently is essential to maintaining the organization's high customer service and support standards.

A Senior BT Technician must be do the following:

• Troubleshoot and resolve IT issues in person, via phone, or remotely


• Install, diagnose, repair, maintain, and upgrade hardware and software for end-users


• Assist with printer and conference room system maintenance and support


• Set up workstations with computers and necessary peripheral devices


• Work on project teams to assist with complex BT projects


• Fill hardware and software requests


• Manage check-out hardware


• Maintain computer-related supplies


• Travel to other offices as required


• Perform limited system maintenance and administrative tasks under the direction of Systems Administrators


• Provide support to systems administrators, developers, database administrators, and BT production staff

REQUIREMENTS:

• High School diploma or equivalent


• Proven experience as a Desktop Support Technician or similar IT support role, with a minimum of 5 years of experience


• The Senior BT Technician role demands a solid technical background, preferably in an enterprise environment


• Proficiency in analyzing technical issues and providing practical solutions


• Strong knowledge of Windows operating systems, Microsoft 365, and Active Directory


• Excellent problem-solving skills and a customer service orientation to ensure the efficient and reliable operation of the organization's technology infrastructure


• Excellent communication skills to interact with users at all levels


• Valid driver's license


• Ability to travel, including overnight stays, to support the company's needs as required

Though not required, the following qualifications are helpful for consideration:

• Associate's degree in Computer Science or Computer Technology


• Certification in IT support or a relevant technical field, such as CompTIA A+ certification, CompTIA Network+ certification, or Microsoft 365 Certified Modern Desktop Administrator Associate


• Familiarity with Microsoft Teams conference room systems

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless
and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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