[Hiring] IT Technician I @BCTS INTERMEDIATE LLC

Role Description

• Work and provide remote technical support for our child divisions across the United States.
• Work in a team environment, able to follow duties assigned by the Helpdesk Operations Manager.
• Troubleshoot hardware and software errors by:
  • Running diagnostics
  • Documenting problems and resolution
  • Prioritizing problems
  • Asking pertinent questions
  • Assessing impact of issues
• Develop and provide technical training to end-users when asked.
• Identify, analyze, troubleshoot, and resolve problems with the aim of eliminating recurrences and reducing calls to the helpdesk.
• Direct unresolved issues to the next level of support personnel.
• Use the Ticketing System to log details of work performed, time, and resolution steps immediately after each intervention.
• Follow up with users to ensure full resolution of issues.
• Deploy, install, and manage computers and other devices in accordance with corporate standards.
• Play a strategic role in the on-boarding and off-boarding system, ensuring that users are properly set up in the system by providing end-user account administration services (add/change/remove).
• Assist with monitoring and maintaining inventory of all hardware and software in use by the company.
• Travel to offices within the company for projects or special assignments.
• Other related duties as required.

Qualifications

• Background in the Information Technology field.
• An associate or bachelor’s degree in Information Technology or Computer Science is preferred, or three years of equivalent work experience without a degree.
• Ability to follow verbal and written instructions.
• Excellent organizational skills and attention to detail.
• Helpdesk knowledge of Microsoft 365, Microsoft Intune, Share Point, Exchange, and One Drive.
• Ability to complete on-job training of applications, hardware, and software.
• Ability to work independently with minimal supervision when applicable.
• Experience in a customer-facing role providing technical support and assistance.
• Strong technical knowledge of computer systems, including hardware, software, and networking.
• Proven analytical and problem-solving abilities to maintain computer systems and network infrastructure related issues.