Hybrid IT Support Technician I

American Specialty Health

Carmel (IN)

Hybrid

USD 29,000 - 36,000

Full time

14 days+

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Job summary

American Specialty Health is seeking a Systems Support Technician I-Onsite to support staff in the IT Operations group. The role combines on-site and hybrid work, with guidance for remote work capabilities and equipment provisioning for new hires.

The position requires a high school diploma and 1 year of Windows tech support experience, plus familiarity with Office 365 services. On-call rotations and strong customer service are part of the responsibilities.

Qualifications

High school diploma required.
CompTIA A+ or MS-900 certification preferred but not required.
Minimum 1 year experience in a technical support role in a Windows environment.
Knowledge of interconnectivity of O365 Services (e.g., Teams, SharePoint, OneDrive, Outlook).
Highly developed and process-oriented problem-solving skills.
Proven abilities to troubleshoot and diagnose hardware, software and basic technical issues.
Exceptional interpersonal and communication skills, with a focus on rapport building, listening, and questioning skills.
Strong telephone and in-person customer service skills
Maintain flexibility with respect to work schedule and responsibilities.
Goal-oriented, organized team player.
Experience working in a team-oriented, collaborative environment.

Responsibilities

Work incoming requests from end users via telephone, e-mail and the ticketing system in a courteous manner.
Log all Service Desk interactions in our ticketing system.
Daily review of open or escalated tickets; review/update/follow-up/close open or escalated tickets.
Work cooperatively with fellow IT members to create and maintain a knowledge base for systems use and develop tools that enable collaboration and information sharing in a virtual environment.
When required, elevate complex issues to our internal Level 2 team.
Develop and maintain strong working relationships with various teams within the organization, assisting with projects as needed.
This position is required to and must be willing to work on-call rotations when needed.
May need to assemble New Hire equipment kits based on time zone and demand.
Proficient in imaging and configuring devices for New Hires, Break/Fix replacements, and upgrades.
Work closely with our local Facilities team and/or other IT team members during implementations of new equipment or software or upgrades.
Attends team, departmental, and staff meetings to discuss issues and foster teamwork.
Help update support documentation as our environment changes.