IT Support Technician

IT Support Technician ROC Business Technologies, LLC Papillion, NE Job Details Full-time $22

• $29 an hour 7 hours ago Benefits Paid holidays Health insurance 401(k) Paid time off 401(k) matching Qualifications Windows Driver's License Computer hardware Hardware support Organizational skills IT Customer support Cross-functional collaboration Full Job Description IT Support Specialist Papillion, NE 68046 ROC Business Technologies is looking for an IT Support Specialist (very experienced Tier 1 or Tier 2) to come join our team!

ROC Business Technologies strives to provide our clients, who primarily consist of local businesses, with Trusted IT Support while providing an unprecedented level of Customer Service. Our founder, Ryan Ousey, has spent many years working with businesses and has seen the struggles companies have faced when trying to find the right IT Support that handles the specific services they require to run their business smoothly. Our ideal IT Support Specialist would help contribute to the success of ROC Business Technologies' mission of providing the best customer service possible, while delivering advanced help desk support for end points, networks, servers, Microsoft users and products, cloud applications, Windows/ MAC operating systems, and more. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual give hands-on help at the desktop and/or remote support. Responsible for the oversight of IT support in a designated area while providing necessary maintenance, installation and troubleshooting of specialized software, peripherals, and other proprietary technology equipment. In addition, the IT Support Specialist will support ROC Business Technologies through ongoing collaboration with peers, co-workers, supervisors, managers, vendors, clients, and others who do business with ROC Business Technologies.

Qualifications:

• Associate's degree in computer science, a related field, or related experience
• Two years of experience with desktop and/or IT helpdesk; required
• Thorough knowledge and experience with Microsoft Windows and/or Apple MacOS operating systems, software application administration, and hardware; required
• Two years of experience with direct customer support; required
• Strong communication skills, both written and oral; required o Document & track support requests, resolutions, and systems changes in a timely manner o Develop and update documentation for IT processes and procedures
• Experience in working cooperatively and autonomously on tasks and projects; required o Collaborate with internal teams to optimize the user experience and enhance operational efficiency.
• Experience in multi-tasking and managing competing priorities and duties; required
• Strong organizational skills; required
• Provide prompt technical support to end-users, ensuring hardware and software are operating effectively. o Conduct training sessions for end-users on software applications and best practices.
• Install, configure, and maintain IT equipment & software, including computers, printers, and peripherals.
• Administer Microsoft 365 applications, including but not limited to Office, Exchange Online, OneDrive, and Teams.
• Troubleshoot and resolve issues on M365 applications, cloud software, and auction-management software.
• Collaborate with network administrators and cloud architects to maintain and troubleshoot network, Wi-Fi, and VOIP infrastructure, ensuring uninterrupted connectivity.
• Implement security measures to safeguard against cyber threats.
• Performs additional duties as assigned by management or required by the position.
• Deployment of equipment
• entering inventory changes, preparing/imaging new equipment, deploying to team members and providing general training (not application operations specific).
• Helpdesk field services; this includes supporting and troubleshooting on site issues.

Windows OS, printer hardware, computer hardware, desk phones, AV equipment for onsite issues that cannot be solved remotely. o Strong understanding of on-site technical support and troubleshooting. This role requires you to be able to adapt to client needs, problem solve, adapt, and use your resources prior to escalating the ticket.

• Helpdesk remote services; this includes answering phones, resolving phone-based helpdesk tickets and filing a ticket to ensure the work is tracked. Work tickets as they come in via helpdesk within the timeline set. o You must be able to adhere to a schedule, work independently while unsupervised, and be efficient and effective on completing tasks.
• Must have a valid driver's license, consistent transportation, and an insured vehicle as onsite support is required.
• Help Desk = 80% of your day on average
• Projects/ Onsite Support = 20% of your day on average

Work Location:

Office Location:

Papillion, NE 68046

Onsite Support:

You will be required to travel within the local area to assist our clients with onsite technical assistance as needed.

Work Schedule:

• Monday
• Friday 8:00am-5:00pm
• No weekends/ federal holidays

Pay Basis:

Bimonthly Benefits:

• Health
• reimbursement available
• 401k with Match
• PTO

Paid Holidays Pay:

$22.00

• $29.

00 per hour

Benefits:

401(k) 401(k) matching Paid time off Application Question(s): What type of ticketing systems do you have experience with? Do you have MSP type experience? If so, explain. What management styles do you work best with? Please explain. Ability to

Commute:

Papillion, NE 68046 (Required)

Work Location:

In person