Client-Facing IT Service Technician (Onsite)

KSM (Katz, Sapper & Miller); Indianapolis (IN); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Equal opportunity employer

Job summary

KSM (Katz, Sapper & Miller) in Indianapolis area seeks an IT Service Technician to provide seamless technical support for client hardware and software. The role emphasizes troubleshooting, incident management, and secure, efficient service delivery.

The position requires hands-on technical abilities, familiarity with common business apps, and a customer-focused approach. This role involves approximately 20% travel and lifting up to 35 pounds.

Qualifications

• In depth technical knowledge and hands-on troubleshooting experience.
• Working knowledge of current network protocols, operating systems, and standards.
• Ability to read, understand, and maintain technical manuals, procedural documentation, and software & hardware use guides.
• Working knowledge of device management through tools such as Microsoft Services / Intune.
• Ability to troubleshoot standard application-related problems. (Outlook, Teams, OneDrive, Excel, Word, Zoom, Slack, Adobe, etc.)
• Patience, empathy, strong communication skills with a user-friendly language.

Responsibilities

• Drive High Customer Satisfaction through professional and courteous client interactions and clear problem understanding.
• Efficient Incident Management: respond promptly, agree on SLA, and document resolutions.
• Provide clear plans for resolution or escalation for complex incidents; execute resolutions per SLA.
• Record time and maintain detailed documentation of all client interactions and resolutions in the ticketing system.
• Follow guidelines and SOPs to ensure consistent, secure service delivery and protect client information.
• Stay updated with industry trends and participate in training for growth.

Skills

Technical troubleshooting

Network protocols & OS

Intune / device management

Office apps troubleshooting

Communication & empathy

Tools

Intune

Job description

KSM (Katz, Sapper & Miller) in Indianapolis area seeks an IT Service Technician to provide seamless technical support for client hardware and software. The role emphasizes troubleshooting, incident management, and secure, efficient service delivery.

The position requires hands-on technical abilities, familiarity with common business apps, and a customer-focused approach. This role involves approximately 20% travel and lifting up to 35 pounds.