Salary Range: $50,000-$60,000
Are you ready to make an impact? Join Integris, where integrity meets innovation! Be part of a team that’s redefining IT services by leading with “People First”.
Integris is a leading IT solutions provider, offering high-touch services that clients love. Our team of highly experienced local professionals delivers best-in-class solutions, including dedicated vCIOs, specialized security and compliance advisory services, and a 24/7 help desk. As we rapidly expand across the country, both organically and through partnerships with like-minded managed IT service providers (MSPs), we remain committed to identifying the best talent available to play a crucial role in transforming IT services for our clients.
Job Summary
The Support Technician I is focused on desktop support and generalized end-user level issues, as well as generalized account administration responsibilities. The role is responsible for responding to and assisting clients with resolving common technical issues, while providing exceptional customer service to our clients by reflecting the company's core values and embracing our commitment to quality.
Job Responsibilities
- Provide desktop-level user support, printer support, mobile device support, user administration, and basic network and server management as required.
- Utilize probing questions to gather information from clients and accurately document information within ticketing system.
- Provide technical support with a focus on client satisfaction and high-quality service delivery.
- Manage time appropriately to meet escalation or SLI requirements.
- Document time and troubleshooting steps accurately while working to resolve client issues.
- Update documentation in knowledge base with new or updated information discovered during troubleshooting and replicable troubleshooting steps.
- Meet or exceed service goals set for department such as SLI responses/resolutions, CSAT responses, and ticket closures.
- Meet KPI’s
- Participate and collaborate as needed to assist fellow teams and team members as needed.
- Evaluate and escalate issues to the appropriate team as needed with directed time limits.
- Brainstorm with other team members to identify new opportunities for clients to improve their business with technology.
- Follow direction from service leadership, project management teams, and executives as required.
- Participate in the after-hours on-call rotation.
- Any additional task or responsibility as assigned.
Job Qualifications
- High School Diploma, GED or equivalent with one year of experience preferred
- Obtained one entry level industry certification (CompTIA A+, Network+, Security+, Cisco CCENT, Microsoft MS-900) showing experience with those technologies or completion within 1 year of employment.
- Ability to perform in a fast-paced environment and pivot between differing tasks.
- Excellent written and verbal interpersonal communication, customer service skills, and de-escalation skills required.
- Ability to promote a positive company image to clients even during moments of tension.
- Ability to work together with a team to provide the best client experience possible.
- Demonstrate logical troubleshooting methodology.
- Understand and embrace accountability and ownership concepts.
- Attention to detail and time management skills. • Excellent written and verbal communication skills and ability to adapt to different audiences as required.
- Strong customer service mentality and clear phone diction.
- Ability to follow defined processes as directed by Support Tech Supervisor / Technical Operations Manager.
- Willingness to learn new technologies and concepts related to this role.
- Experience with research and testing concepts to aid in troubleshooting unknown issues.
- Ability to capture troubleshooting activities with accurate details within ticketing system.
- Ability to function without micromanagement but willing to raise a flag / ask questions when something appears out of the ordinary
At Integris, we value our team members and offer comprehensive benefits, including:
- Medical, Dental, and Vision Insurance
- 401K Retirement Plan
- Minimum 4 Weeks of Paid Time Off (PTO)
- Birthday PTO
- Paid Holidays
- Paid Time Off for Volunteering
- Short-Term and Long-Term Disability Insurance
- Life Insurance
- Supplemental Insurance
- Employee Assistance Program
Join us in shaping the future of IT services while making a positive impact on our clients and communities.
Integris is an equal opportunity employer, committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity, age, familial status, disability, genetic information, or any other protected class under applicable federal, state, and local laws.