IT, Implementation, and Support Technician I

4Insite, LLC; Sacramento (CA); Hybrid; USD 33,000 - 37,000; Full time

Job summary

4Insite, LLC is seeking an IT, Implementation, and Support Technician I to provide first-line end-user support across desktop and mobile devices, networks, and applications. The role includes triaging tickets, onboarding new clients, and collaborating with implementation managers to ensure smooth transitions.

The position requires travel up to 20%, and candidates should have an Associate degree or two years related experience, with basic knowledge of Microsoft products and enterprise concepts.

Qualifications

• Associate degree or two years related experience required.
• Experience providing first-line IT support preferred.
• Familiarity with end-user devices and basic networking helpful.

Responsibilities

• Provide first-line IT support to SBM employees locally and remotely.
• Triage and assign tickets; coordinate with higher tiers as needed.
• Onboard new clients/sites with Implementation Managers.
• Travel to customer sites up to 20% and document updates.
• Manage asset and device configurations and imaging as required.
• Log all support interactions and follow internal SOPs.

Skills

End-user support

Ticketing

Remote assistance

Phone support

Education

Associate degree in CS or related

Related experience

Tools

Remote desktop tools

Active Directory

MS Office

Job description

Title:IT, Implementation, and Support Technician IJob Description:Compensation: $24.00-$27.00 per hourJob OverviewProvides first line end-user IT support to SBM employees, both locally and remotely. Responsibilities include answering support phone calls and tickets for multiple IT supported services and environments including desktop, mobile devices, networks, telephony, applications, access, and general use questions. Responsible for working through and directing end users towards our helpdesk-ticketing queue. Responsible for escalating tickets that cannot be solved directly or directing to the correct process as required.Roles & ResponsibilitiesTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned.End-user & Technical SupportProvide first level support for the 4insite platform & IT related problems as the first line of contact into IT using technical knowledge and remote support tools to assist.Manage ticket queue triaging & assignment in coordination with higher tier technicians, other IT teams, or other departments.Act as the first-level resource to manage incoming tickets, phone calls, and voicemail repliesProvide end user training & guidance in self-service, best practices, applications, and operating system fundamentals.Implementation & Deployment SupportCollaborate with Implementation Managers to onboard new clients, sites, or modules onto the 4insite platform.Support area profiling, manage & input scope-of-work details.Travel to customer sites (up to 20%) & document updates to support implementations & transitions and field support.Asset & Device ManagementDeploy and configure hardware (e.g., mobile devices, laptops) and software applications.Configure devices, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements; participate in the PC Imaging process for desktops and laptops.Monitor asset assignments and ensure accurate reconciliation between users and equipment.Communication & CoordinationInvestigate, document, and attempt resolution of incidents related to systems, access, or application issues, including OS, MS Office, or other SBM supported internal applications such as 4insite.Investigate, document, and facilitate resolution of requests related to systems, access, licensing, or general IT requests in liaising for other IT teams.Log all support interactions and maintain operational procedures as detailed in internal documentation, SOPs, and policies.On-call and after-hours maintenance participation may be required.QualificationTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.Education and/ or ExperienceAssociate (2-year) degree, with a technical major, such as computer science, or two years related experience and/or training; or equivalent combination of education and experienceCertificates, Licenses, RegistrationsMay be required to have a valid driver’s licenseCompTIA A+ or equivalent preferredKnowledge, Skills, and AbilitiesBasic knowledge of Microsoft products, laptop computers, and mobile devices.Basic knowledge of enterprise computing environments and concepts (E.g. Active directory, networking)Basic knowledge of basic computer administration tools and processes (E.g. Remote-control software)Fundamental understanding of an operating systemAs systems are changed and upgraded it is required to stay current on knowledge of the environment being supportedExcellent customer support skillsSupervisory ResponsibilitiesThis position has no supervisory responsibilities.Physical Demands & Work EnvironmentThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit. The employee is frequently required to walk and use hands to finger, handle, or feel. The employee is occasionally required to stand.The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet.Benefits:SBM offers comprehensive benefit packages. For information about SBM's benefits, please visit SBM's website at:www.sbmmanagement.com/careers Careers – SBMSBM Management Services, LP and its affiliates are proud to be equal opportunity workplaces. We are committed to equal employment opportunity regardless of race, sex, color, ancestry, religion, national origin, sexual orientation, citizenship, age, marital status, disability, gender identity, Veteran status, or other legally protected status.