System Support Technician
Tekmanagement, Inc has been locally owned and operated in the Rogue Valley for 35+ years and we are looking to add a System Support Technician to our team. This is a full-time benefitted position that you start accruing from Day 1.
Candidates should be ready to work closely with our brilliant Tek-Team to deliver Southern Oregon’s best IT support! See the job description below and follow the application instructions if it fits your skills and experience. We can’t hire you if you don’t apply!
Position Description
- The System Support Technician is our first level of support for our clients. You will be exposed to all areas of technology (workstations, servers, printers, networks, hardware & software, as well as vendor-specific hardware). You will at times need to work with Third-Party Vendors to resolve client issues.
- Full-time position
- Medford based
- Salary Range: $17.00-$22.00/hour plus benefits
Required Skills
- Act as the single point of contact to the customer for all types of service requests
- Coordinate scheduling field technical resources
- IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
- Support of disaster recovery solutions
- Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
- Basic remote access solution implementation and support: VPN, Terminal Services, and VNC
- Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
- System documentation maintenance and review in ConnectWise
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
- Advanced understanding of operating systems, business applications, printing systems, and network systems
- Interpersonal skills: such as telephony skills, communication skills, active listening, and customer-care
- Diagnosis skills of technical issues
- Ability to multi-task and adapt to changes quickly
- Technical awareness: the ability to match resources to technical issues appropriately
- Service awareness of all organization’s key IT services for which support is being provided
- Understanding of support tools, techniques, and how technology is used to provide IT services
- Typing skills to ensure quick and accurate entry of service request details
- Self-motivated with the ability to work in a fast-moving environment.
- Improve customer service, perception, and satisfaction
- Fast turnaround of customer requests.
- Ability to work in a team and communicate effectively
- Ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
- Escalate service requests that require engineer level support
- Responsible for entering time and expenses in ConnectWise as it occurs
- Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
- Enter all work as service tickets into ConnectWise
- 2 years minimum Help Desk experience
- Remote work option negotiable depending on level of experience
Additionally, to fit into Tek culture, you must be of Good Character
- Trustworthy, reliable, honest, & consistent
- Excellent customer service, helpful, team player, good communicator, cost-effective
- Respectful, compassionate, kind and considerate
- Proactive, prepared, resourceful, big picture, follow-through, plan before action
- A competent, lifelong learner, trainer, does it right and on time, knowledgeable
How to apply
Please submit a copy of your resume and cover letter to jobs@tekmanagement.com