Technology Services Support Technician

Job Overview
Lasco is seeking a Technology Services - Support Technician to join our IT support team. This role is a hands-on position that provides technical assistance and support to users, ensuring the smooth operation of computer systems and resolving technical issues.

The ideal candidate will have strong communication skills and the ability to coordinate work assignments with other staff as necessary. This position often requires considerable independence and judgment while acting within established guidelines and procedures and offers an excellent opportunity to develop technical expertise and strong customer service skills.

Key Responsibilities:

• Technical Support: Provide assistance to users experiencing hardware, software, and network issues. This includes troubleshooting and resolving problems efficiently.
• System Maintenance: Conduct regular checks and maintenance of IT infrastructure, including workstations, servers, and networks. Implement software patches and system upgrades as needed.
• Installation and Configuration: Install, configure, and upgrade computer hardware and software components. Set up new workstations and ensure they are operational.
• Documentation: Maintain accurate records of technical issues, solutions, and system configurations. Create and update technical documentation for user reference.
• Customer Service: Exceptional customer service to all staff and clients.
• User Training: Educate users on new systems, software, and hardware functionalities to enhance their productivity and efficiency.
• Collaboration: Work closely with other IT team members and departments to ensure optimal IT service delivery and support for all users.

Required Skills and Qualifications

• Technical Knowledge - Strong understanding of computer systems, networks, and software applications. Familiarity with operating systems such as Microsoft Windows and Linux is often required.
• Communication – Excellent verbal and written communication skills; able to build rapport with clients and internal teams.
• Problem Solving - The ability to diagnose and resolve technical issues quickly and effectively.
• Customer Service Orientation - A friendly and professional demeanor when assisting users, ensuring a positive experience.
• Experience/Education – 1 to 2 years of IT support work experience preferred; relevant certifications or current course work may substitute for experience requirements.

Supervision

The Technology Services - Support Technician works under the direct supervision of the Technology Services - Support Manager who is consulted on difficult work situations. In the event the Support Manager is not available, a Senior Support Technician or Project Engineer may be consulted.

Work Environment

This position is primarily office-based with remote work options. Occasional travel may be required for on-site technical support.

Goals and Expectations

• Communication: Ensure all requests are logged as tickets in current platform. Provide timely updates to Technology Services – Support Manager.
• Time Management: Ensure tasks/tickets/projects are tracked/documented, prioritized, and completed efficiently.
• Documentation: Drive documentation in appropriate management tool to provide a more effective and efficient service to customers.
• Service Level Agreements: Maintain current SLAs on all owned tickets and document any exceptions.
• Standard Operating Procedures: Ensure SOPs are followed as required to ensure accuracy and efficiency of customer support requests.
• Support: May provide on-site support as required. May provide Saturday support on a rotational basis.
• Change Management: Assist customers in ensuring all appropriate changes go through the management process.
• Quoting: Provide customers with hardware and software quotes in timely manner.
• Escalation: Make sure escalation is being made in a timely manner. Support technician owns the ticket until closure.
• Training: 40 hours of annual training (during work hours) required annually.
• Customer Service: Maintain a sense of urgency for all tickets; ensure customers receive consistent updates to all tickets, two to three times a week.
• Proactive Checks: Proactive checks performed consistently as dictated on daily, weekly, monthly basis.
• Other Duties: Other duties assigned by management.

Please note: An offer of employment will be subject to a background check.

Pay: $19.00 - $23.00 per hour

Benefits:

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

Application Question(s):

• Do you have experience providing assistance to users experiencing hardware, software, and network issues?
• Do you have experience Installing, configuring, and upgrading computer hardware and software components?

Work Location: In person