IT Support Technician

Socket.dev; Danville (KY); On-site; USD 42,000 - 56,000; Full time

Job summary

Socket.dev seeks an IT Support Specialist to diagnose and resolve service issues, providing technical support for user devices and shop-floor devices. You will deploy IT standards across hardware, software, and processes while maintaining strong customer relations.

The role requires 1–3 years of related experience, familiarity with Windows 7/10,Office tools, and handheld devices, with CompTIA A+ preferred. Excellent communication and teamwork are essential.

Qualifications

• Associates or Bachelor’s Degree preferred in a business/technical discipline or related certification, or equivalent experience of 5–7 years.
• Experience with Windows 7/10 based devices and Microsoft Office.
• Knowledge of handheld devices and engineering software support.

Responsibilities

• Follows procedures in documenting customer issues, troubleshooting steps and resolution in the call tracking tool
• Diagnoses customer issues and assigns appropriate support, if outside scope of support
• Resolves issues and/or ensures resolution of issues
• Promotes customer relations in tune with company plans and policies
• Installs and maintains hardware and software
• Works with next level of support for the resolution of issues
• Conveys customers’ perspective to project teams responsible for newly implemented products and existing product enhancements.

Skills

Customer service

Troubleshooting

Communication

Team player

Technical explanation

Problem solving

Education

Associate's/Bachelor's degree preferred

CompTIA A+ (Preferred)

Tools

Windows 7/10

Microsoft Office

AutoCAD/Mechanical Desktop

Job description

III. POSITION SUMMARY

• Responds to and diagnoses service issues through discussions with users and is responsible for leveraging resources across all levels of the organization
• Provide technical support to the user devices (Laptops, PCs, printers).
• Provide technical support to the shop floor devices (PCs, handhelds, label printers, printers).
• Provide support to critical meetings.
• Responsible for the good deployment of the IT standards on hardware, software and processes.

IV. RESPONSIBILITIES

• Follows procedures in documenting customer issues, troubleshooting steps and resolution in the call tracking tool
• Diagnoses customer issues and assigns appropriate support, if outside scope of support
• Resolves issues and/or ensures resolution of issues
• Promotes customer relations in tune with company plans and policies
• Installs and maintains hardware and software
• Works with next level of support for the resolution of issues
• Conveys customers’ perspective to project teams responsible for newly implemented products and existing product enhancements.

V. REQUIREMENTS

Education

Associates or Bachelor’s Degree preferred in a business/technical discipline, related vocational training, or related certification program or equivalent experience of 5-7 years related professional experience

Experience

• 1-3 years related professional experience
• Experience working on Windows 7, Windows 10 based devices
• Experience working with Office tools
• Knowledge on handhelds
• Experience supporting Engineering software (AutoCAD, Mechanical Desktop, etc.)

Language Skills

• English (fluency in reading, writing and speaking)

Certifications

• CompTIA A+ (Preferred)

Additional Skills

• Excellent interpersonal relationship
• Understanding in the support to Executive
• Ability to monitor workload and prioritize call tickets
• Installing and maintaining customer equipment and/or software
• Troubleshooting customer problems at customer’s desk
• Diagnosing, resolving and/or escalating problems
• Interfacing with other groups to resolve problems and close issues
• Assisting in data gathering and problem analyses
• Performing the most advanced level of troubleshooting
• Training/mentoring other associates and/or customers

VII. CORE COMPETENCIES

• Excellent customer service skills
• Excellent troubleshooting and problem solving skills
• Excellent disposition to work with standards and follow processes
• Ability to effectively relate technical information to non-technical users
• Effective team player
• Excellent oral and written communication skills
• Work with problems of moderate scope and complexity where analysis of the data requires an evaluation of identifiable factors in situations that may present some new material
• Exercises judgment within broadly defined practices and procedures. Most answers are available, but confers with manager in the event they are not available.