Job Title: Technician, IT Support

Company: Acclara

Department: Technology

Leader: Manager, Employee Tech Services

FLSA Status: Hourly/Non-Exempt

Work Location: Hybrid/Remote

Travel: No travel required

Compensation: $15.00 - $27.15

OVERVIEW

The IT Support Technician is responsible for providing first-level technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. This communication is either in person, over the phone or electronically by responding to email messages and service tickets for internal and external customers seeking assistance.

Responsibilities include:

• Deliver excellent service while troubleshooting issues with a customer by asking questions to determine nature of problem and walk customer through the problem-solving process.
• Provide remote technical computer support at an advanced level for a variety of devices, including (but not limited to) computers, laptops, monitors, home networking equipment, storage devices, and computer peripherals.
• Support a remote workforce through interactions utilizing phone, video, and chat communication platforms.
• Perform exceptional work independently with little face to face supervision.
• Manage and maintain extensive computer environments including daily performance across end user computers as well as cloud environments such as AWS and Office 365.
• Other duties as assigned

QUALIFICATIONS

• High school diploma or equivalent
• Customer-first mindset with a demonstrated desire to exceed expectations
• Excellent computer and troubleshooting skills including proficiency with Microsoft Office
• Ability to adapt to change in a fast-paced environment.
• Self-motivated with the ability to multi-task and meet deadlines under time pressure
• Ability and resources to work remotely (high speed internet, phone)
• Availability to work a varied work shift based on operational shift need

Preferred Qualifications:

Previous IT Help Desk experience and/or associates degree with computer science course work

Physical Requirements:

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Listed below are the physical requirements required while performing the duties of this job.

• The employee is regularly required to: stand; sit; talk; hear; use hands and fingers to operate a computer and telephone keyboard; and reach, stoop and/or kneel to install computer equipment
• The employee must have the specific vision ability to complete close vision requirements due to computer work
• The employee is required to be able to complete light to moderate lifting

Our Commitment to Diversity, Equity, and Inclusion:

We welcome and respect the variety of experiences, viewpoints, and cultural backgrounds that everyone brings to our workplace. Acclara makes every effort to promote a workplace where leaders model inclusive behaviors and individuals feel respected, valued, and empowered. Together, we promote and sustain an inclusive workplace where people feel a sense of belonging.