IT Support Technician

Delaware Elevator - Salisbury, MD3.4

Full-time

Job Description:

Provides first-tier technical support to internal and/or external users either remotely or at the customer’s desk regarding the installation, operation, move, configuration, customization, and usage of client hardware, software, network, and telecommunications systems.

Handles first-tier technical support via remote or desk-side customer assistance. Demonstrate professionalism and good customer service skills when working with internal and external customers. Use effective listening techniques to identify user needs. Leverage knowledge, experience, and/or historical information in troubleshooting service requests. Use industry best practices for adding/removing access to shared network drive folders. Identify, research, and resolve technical problems relating to PCs, printers, client software, and mobile devices. Escalate requests to second and third-tier technical specialists to provide resolution or root cause analysis. Alerts management to patterns of incidents or requests that indicate underlying infrastructure or process problems.

Required Skills:

  • Outstanding customer service skills.
  • Strong written and verbal communication skills, including the ability to communicate and document complex issues and analyses in an effective manner.
  • Experience in building and troubleshooting PC hardware.
  • Good organization and time management skills.
  • Excellent team player.
  • Associate's degree in relevant field or equivalent work experience.
  • Proficient and knowledgeable with installing and maintaining Windows 7, Windows 10, Microsoft Office 2016 and Microsoft Office 365.
  • Active Directory management.
  • Experience troubleshooting mobile devices (both iOS and Android).

Job Type: Full-time

Experience:

  • IT Support: 2 years (Required)

Education:

  • Associate (Required)

Work authorization:

  • United States (Required)