IT Support Agent- Level 1A GroupOne Consulting Folsom, CA Job Details Full-time $18 - $22 an hour 10 hours ago Benefits Health insurance Dental insurance 401(k) Paid time off Parental leave Employee assistance program Vision insurance 401(k) matching Professional development assistance Referral program Qualifications Desktop computer repair Performance tuning Mobile device support Teamwork Network hardware support Cellular networks Phone communication Professional ethics Copy machines Laptop (troubleshooting support) iOS System performance optimization Hardware maintenance Direct client contact Firmware Operating system updates Printer (troubleshooting support) Software installation Android High school diploma or GED Patch management Email configuration (technical support) Productivity software support Computer hardware Desktop (troubleshooting support) Office equipment installation Computer management Bluetooth Malware removal support Cable routing Full Job Description GroupOne builds custom, strategic technology plans, essential to achieving our clients' visions. We collaborate with clients to ensure their objectives are achieved and results are acknowledged. Every aspect of our client-focused activity is driven by a relentless pursuit of operational excellence. Job Summary GroupOne is seeking a passionate and driven Support Agent to join our dynamic team. As the entry-level position on our Support Desk, this role provides the opportunity to get started in the field of IT from the ground up. Our Support Agents play a critical role as our end users' first point of contact, providing friendly, respectful, and knowledgeable service over the phone or through email. Requirements Passionate about technology with basic technical knowledge Ability to adapt and accept challenges in a fast paced, dynamic environment Possess a positive attitude and be able to fit in well within a strong team Ability to successfully prioritize service issues based on multiple competing objectives Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values. Must be a Self-starter, proactive and goal-oriented personality that strives for excellence Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with suggestions for an alternate plan. Local to the greater Sacramento area Principle Accountabilities Answer incoming calls from clients Resolve simple or fast tickets Create tickets and support the triage function Support ticket dispatch function in collaboration with Dispatch and the Support Services Manager Provide application support (Office/Microsoft 365, QuickBooks, etc.) Configure hardware and install common peripheral devices Provide basic network support Access client systems via RMM tools Physical installation of computers and peripheral devices Conduct peer-to-peer training and shadowing Manage basic logistics and inventory for enterprise-level clients Administer maintenance activities such as operating system and application software patching Set up new computers and user accounts Ensure the confidentiality and security of all information Ability to prioritize service tickets by urgency Provide efficient and timely resolutions to customer support cases Ability to accurately track time and services performed during the course of the day Willingness to work overtime, afterhours, and weekends as required by the task or project at hand Additional duties as required Qualifications and Experience High school Diploma, some College, completion of Technical School preferred

• At least two (2) years of experience in Customer Service, Technical Support or similar preferred Any equivalent combination of education and experience

• Entry level CompTIA Certifications preferred Necessary Knowledge, Skills, and Abilities Experience and understanding working with windows networked computers, printers, scanners, and copiers at the workgroup level Working experience with the modern Microsoft Windows operating systems, system clean-up, performance tuning and malware/virus cleanup Demonstrated PC repair/support experience in a professional or educational setting Identify, specify, and troubleshoot workstation hardware Motherboards, Expansion Cards, and RAM Storage media (Optical, Solid-State, and Mechanical Storage) File systems, formatting, and partitions (e.g., FAT32, NTFS, APFS, etc.) Peripherals (e.g., Pointing/Typing devices, Printers/Scanners, Displays, etc.) Setup and troubleshoot layer 1 connectivity (Power, Network, and AV cabling) Update workstation firmware and

UEFI/BIOS

Install, troubleshoot, and update workstation drivers and Operating Systems (Windows and Mac) Use MS Tools and Features (e.g. Task Manager, Services, Regedit, Disk Manager) Install existing 3rd party apps Install, Configure, and Troubleshoot Microsoft Office Products Email, Cellular Networking, and Bluetooth on mobile platforms (iOS and Android) Comfortable providing phone support to clients Excellent customer service skills Clear written and verbal communication Capable of working a standard M-F work week (and very occasional nights/weekends) Final candidates subject to criminal background and drug screen.

Job Type:

Full-time Pay:

$18.00 - $22.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Health insurance Paid time off Parental leave Professional development assistance Referral program Vision insurance

Work Location:

In person