IT Technician

Title: IT Technician
 

Reports to: Service Manager
 

Thir role is responsible for handling first level support of service requests and being the first point-of-contact for our clients requiring support. She or he will support and triage incoming issues on the following technologies: workstations, printers, servers, networks, and vendor-specific hardware/software.
 

Education, Experience & Certifications

• 1+ years of experience providing customer support by phone and email
• Associates degree in a technology-related field from an accredited college or university; 1+ years of related experience and/or training; or an equivalent combination of education and experience
• Call center experience preferred, but not required
• Certifications preferred, but not required (e.g. CompTIA A+, Microsoft MTA/MCSA, etc.)
• Experience with ConnectWise PSA and/or Kaseya RMM preferred, but not required

Essential Duties and Responsibilities

• Act as the first-line technical analyst for service request tickets
• Provide excellent customer service with a high degree of professionalism and empathy
• Triage and classify incoming service requests by gathering information from clients and computer systems
• Resolve service requests during the first phone call if possible, and escalating service requests to other resources as needed
• Document basic support processes and knowledge base articles for recurring issues as needed, and escalating identified recurring issues to support engineers
• Create, document, and escalate support requests in accordance with ticketing standards and service-level agreements

Additional Duties and Responsibilities

• Additional duties and responsibilities to added based on the technician's strengths

Knowledge, Skills, and Abilities Required

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Commitment to continuous personal and professional growth
• Strong interpersonal and communication skills
• Self-motivation with the ability to work in a fast-paced environment
• Able to work in a team-oriented environment and communicate effectively
• Ability to multi-task and adapt to changes quickly while managing competing priorities
• Basic to advanced knowledge of workstation operating systems and printers
• Understanding of support tools, troubleshooting techniques and how technology is used to provide IT services
• Able to lift computer equipment, approx. 40lbs.

Job Type: Full-time

Salary: $18.00 to $25.00 /hour

Experience:

• IT Support: 3 years (Preferred)
• ConnectWise: 3 years (Preferred)

Education:

• Associate (Preferred)

License:

• CompTIA A+ (Preferred)

Language:

• English (Required)

Work authorization:

• United States (Required)

Helping Businesses Get More out of IT
Technology is a fact of life in growing businesses these days. In response, countless IT firms have sprung up around the world. Yes, we are one of them—we provide technology solutions and services to businesses of all sizes and specialties—but at Aqueity, we do things differently.

WE’RE ALWAYS LOOKING FOR FUN, TALENTED PEOPLE TO JOIN OUR TEAM.
At Aqueity, we pride ourselves on retaining the best and brightest technology professionals in the industry. We’re always looking for talented people to add to our team. Below are some of the traits we look for in our employees:

• Passion for technology and an extensive knowledge of the latest cutting-edge solutions
• Perseverance and a positive, results-oriented, ‘can-do’ attitude
• Genuine enjoyment of working directly with clients to help them execute their IT plans
• Initiative to achieve optimum results through innovation
• Willingness to learn and adapt to new practices