IT Support Technician I Peace Communications LLC dba Scipio Technologies Tuscaloosa, AL Job Details Full-time $21.25

• $24.

50 an hour 1 day ago Benefits Health insurance Dental insurance 401(k) Paid time off Employee assistance program Vision insurance 401(k) matching Life insurance Qualifications Network installation Computer Science Low-voltage system cabling Network infrastructure Telecommunications low voltage systems Driver's License Computer hardware Desktop (troubleshooting support) Networking equipment (troubleshooting support) Organizational skills IP networking Desktop administration Associate's degree Low-voltage electrical wiring Information Technology Full Job Description We are a growing technology company with a 25 year track record of success,headquartered in Chattanooga, TN. Job Overview We are seeking an IT Support Technician I to join our dynamic technology team. The IT Support Technician I is responsible for the professional delivery of IT Services supporting the company's Internal and external customers at their locations. They will work with the IT Team using standardized procedures and systems to ensure that Customer End User Incidents and Service Requests are: accurately entered into the Support Application / Ticketing System,quickly, completely, and accurately resolved based on the priority to the business and end user, completed within the budgeted time with travel optimized for both time and expense. The IT Support Technician I uses the supported infrastructure technologies and devices across the enterprise to provision, maintain, administer, troubleshoot and resolve reported incidents and satisfy approved end user requests. The IT Support Technician I conducts thorough testing of new and refurbished systems prior to deployment. The technician will receive directions and guidance from the Support Manager / Supervisor or from IT Support Technician II, III or more senior team members but will follow company approved procedures. The technician will operate in a team environment acting as a backup for other IT Support associates. Essential Job Duties and Responsibilities Provide technical support to internal and external customers through telephone, email, remote support tools, and onsite interactions, resolving routine technical issues and communicating solutions clearly and professionally. Work closely with the end user and other IT team members to resolve issues impacting the business.

Perform workstation setups, including monitor, keyboard/mouse, IP phone, and cabling. Deploy personal technology to end users: new hardware / software installs or upgrades to an existing workstation and mobility devices. Perform maintenance tasks and configuration with desktop management software tools, including software updates and patches, remote control tools, application inventory and management, inventory reporting, imaging computers, and IT asset management. Maintain safe, and organized cable management at workstations and in meeting rooms. Help configure printer and scanner for end-users for both Mac and Windows endpoints. Provide desktop support to end users of personal technology, voice, and mobility devices. Diagnose basic connectivity and peripheral issues involving end-user workstations, devices, servers, and network connections needed to conduct business. Ensure that all incidents or service requests are appropriately and completely logged into company's Support System by creating and maintaining the ticket. Resolve service tickets promptly and efficiently, ensuring issues are addressed within established timelines and service level agreements (SLAs). Follow defined procedures to assign the ticket to the appropriate individual or team for resolution if it cannot be resolved by the technician. Monitor tickets to ensure a timely resolution while keeping the requester informed. Escalate unresolved tickets to other team members or to higher level teams or individuals. Close the ticket when the requester is satisfied with the resolution. Coordinate with vendor or partner support to resolve issues, as necessary. Make recommendations concerning improvements to processes and procedures that improve the overall business. Participate in project moves, business-as-usual moves, and other assigned IT projects. Travel to customer and company locations, including occasional long-distance travel, as required to support business and client needs. Participate in a rotating on-call schedule and work outside normal business hours, including evenings, weekends, and holidays, as required by workload and customer needs. Perform other duties as assigned. Qualifications Competencies (Knowledge, Skills, Abilities) Mission Alignment

• Ability to align daily work with the organization's mission and objectives. Composure Under Pressure
• Ability to work effectively with teammates and customers in fast-paced, high-pressure situations to resolve problems. Results Orientation
• Self-motivated to set goals, follow through on priorities, and achieve results. Endpoint Technology Knowledge
• Working knowledge of IT hardware and software technologies, including personal computers, mobile devices, and printers. Server and Networking Knowledge
• Basic knowledge and understanding of servers and networking. VoIP Knowledge
• Basic knowledge of VoIP telephony. Directory Services Knowledge
• Basic understanding of Active Directory and Group Policy. Prioritization
• Ability to prioritize requests and projects to optimize time and productivity. Customer Service
• Demonstrates professional customer service skills when supporting internal and external users. Analytical Thinking
• Uses analytical skills to assess issues and identify effective solutions for basic user problems. Technical Troubleshooting
• Applies troubleshooting skills to resolve user issues efficiently and within established timeframes. Conflict Resolution
• Skill in conflict resolution and de-escalation. Interpersonal Effectiveness
• Ability to work effectively with a diverse range of personalities. Judgment & Escalation — Ability to apply established procedures and sound judgment to routine technical issues and recognize when assistance or escalation is appropriate. Sense of Urgency
• Responds promptly to requests, prioritizes tasks appropriately, and takes action without unnecessary delay. Stays aware of time-sensitive issues, escalates when needed, and ensures customers and teammates are not left waiting for essential information or support. Communication
• Shares information clearly and respectfully with teammates, customers, and leaders.

Listens actively, asks clarifying questions, and provides updates so others know what to expect. Adjusts communication style to the situation to ensure understanding and smooth coordination. Process Excellence-Consistently follows established procedures, delivers work accurately, and maintains high-quality standards. Identifies issues, suggests improvements, and ensures tasks are completed the right way every time to support reliable operations. Actively looks for opportunities to streamline workflows or improve processes to enhance quality and efficiency. Accountability

• Takes ownership of work, follows through on commitments, and meets deadlines.

Accepts responsibility for outcomes, learns from mistakes, and makes corrections without shifting blame. Demonstrates dependability and integrity, and proactively takes initiative to address needs, solve problems, or improve outcomes without being asked. Education Associate's or bachelor's degree in Computer Science, Information Technology, or a related field preferred; equivalent combination of education, training, certifications, and relevant experience may be considered. Experience Required Minimum of 6 months of IT Desktop and Infrastructure Support with networking activities required. Experience with Microsoft Windows based PCs and networks. Experience with Low Voltage Cabling / Cable Pulling, Networking Installation Experienced with TCP/IP network and telecommunication technology (wired and wireless). Preferred Experience working in a WISP or ISP environment is a plus. Other (Licenses/Certifications) Entry level certification (CompTIA A+, CompTIA ITF+) preferred but not required Valid driver's license and clean driving record required Physical Requirements/Work Environment Regularly requires sitting and using a computer and telephone for extended periods, with standing and walking as needed. Work is performed in both office/support-center and customer-site environments. Must occasionally be able to lift, carry, move, and position equipment weighing up to 50 pounds. Must follow established safety practices and procedures. Depending on assigned client work and infrastructure needs, employees assigned to work involving elevated infrastructure may occasionally be required to climb ladders, access rooftops, towers, or other elevated structures, and work around wireless equipment, communication systems, or elevated network hardware. Such work may only be performed after completion and maintenance of required safety training/certification, including applicable ComTrain Authorized Climber/Rescuer certification, and must be performed using approved fall-protection and safety procedures.

Pay:

$21.25

• $24.

50 per hour

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Health insurance Life insurance Paid time off Vision insurance

Work Location:

In person