Sr. IT Support Technician

Sr. IT Support Technician

Brief Overview: The Technology Support Technician will manage technical resources and resolve on-site technical support requests at our Clients Charlotte site. This position will also work closely with the Clients IT Department personnel for guidance in addressing more complex network- and system-related problems.

Position Summary: This position serves as the primary contact to provide technical assistance to Clients corporate site in Charlotte. This includes maintenance of the end-user computing environment, such as installing, diagnosing, repairing, maintaining, and upgrading computer devices, networking equipment, and other associated technology resources to ensure optimal performance.

Minimum Educational Requirements: Associate degree or vocational/ technical degree in Information Technology with a minimum of 3 years of experience. Certificates pertaining to end-user computing support such as Microsoft, A+, Apple, Avixa-CTS, or others are desirable. Combinations of education and work experience will be considered.

Preferred Education: Bachelors of Information Technology

Skills and Responsibilities:

• Serves in a primary technical support role using a variety of contact methods, including; phone, web conferencing, live chat, walk-ins, and on-site assistance
• Maintains a working knowledge of current and changing processes within technology, including the internal IT Knowledge Base, to provide effective first-call resolution and tracks incidents or service requests within the IT Service Management ticketing system
• Provides PC and Mac hardware and software support for on-site technology used in faculty, staff, lab, and workroom environments. Devices may include; computers, laptops, tablets, phones, and other networked equipment
• Manages and supports on-site network printers and multifunction devices
• Collaborates on or escalates complex problems for resolution with other IT teams.
• Provides remote or on-site troubleshooting of networking equipment in concert with Networking staff. This work may include replacement and configuration of on-site network equipment, such as access points, routers, or switches, with guidance from IT Networking staff
• Coordinates with IT leadership on asset management of on-site resources including inventory tracking, vendor repairs, procurement, and/or lifecycle upgrades of supported technology equipment
• Ability to perform basic network troubleshooting and internet connectivity
• Troubleshoots basic audiovisual issues and escalates complex problems through the IT ticketing system
• Participates in regular check-in meetings with IT teams to discuss technical concerns and any changes to be implemented for the campus