IT Support Technician

Wide Open West; Florida; On-site; USD 45,000 - 55,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with company match

Paid time off

Paid holidays

Tuition reimbursement

Job summary

Wide Open West is seeking an IT Support Technician to provide Level 2 IT support for in-office staff at our Pinellas Park, Florida location. You will work closely with all departments to handle moves, installs, troubleshooting, and security across Windows environments.

The role requires a two-year IT-related degree (or equivalent) and 2+ years of IT experience, with ServiceNow/AD proficiency and strong customer service and communication skills.

Qualifications

• A two-year IT/CS/business-related degree or equivalent.
• 2+ years in IT; call center experience preferred.
• Certifications: MCSA/MSCE/MCP preferred.
• Strong networking, AD and security knowledge.
• Proficient with Windows desktop OS and PC hardware basics.
• Experience with ticketing systems; ServiceNow is a plus.

Responsibilities

• Provide Level 2 support and resolve escalations from Level 1 ServiceDesk.
• Resolve technical issues via email, phone, remote, onsite and ticketing system.
• Perform printer installations and equipment moves as needed.
• Support employee-owned and company-approved personal devices.
• Manage user accounts in Windows Active Directory and related systems.
• Ensure connectivity to business-critical applications for employees.
• Oversee onboarding and offboarding processes for hires and departures.
• Train users on new technologies and applications.
• Install and support desktop apps and in-house software.
• Update OS and application patches and maintain PC security.

Skills

Customer service

Communication skills

Troubleshooting

Prioritization

Self-directed work

Education

Two-year IT degree

Equivalent education/experience

Tools

ServiceNow

Active Directory

Windows OS

Job description

This is NOT a remote position and requires the employee to be IN-OFFICE in our Pinellas Park, FL Office. The IT Support Technician exists to provide IT support for WOW! employees. The incumbent works closely with all departments (including the field) to support all information technology requirements.

Let us tell you about the perks!

• Be part of a company whose core values include respect, integrity, spirit of service, and accountability!
• Salary: This position pays $45,000 - $55,000, depending on experience
• Medical, dental, and vision insurance, and 401k with a company match
• Paid time off, paid holidays, and tuition reimbursement

What you'll be doing:

• Provides Level 2 support and resolves escalations from the Level 1 ServiceDesk.
• Independently resolve technical issues via Email, phone, remote console, onsite, and ticketing system, including installation, moves, troubleshooting, and upgrading physical hardware.
• Performs printer installations and equipment moves as necessary.
• Provides ongoing support for employee-owned and company approved personal mobile devices.
• Manage user accounts, including modifying items, groups, and ensuring proper access within Windows Active Directory and associated systems.
• Ensures employees have connectivity to business-critical applications.
• Oversees onboarding and offboarding process, ensuring a smooth transition for new hires and departing employees.
• Conducts training on new technologies.
• Installs and Supports Commercial Off-the-Shelf end user applications, as well as other internal homegrown applications.
• Installs OS and other application updates and patches.
• Verifies and troubleshoots PC/Network cabling.
• Rebuilds, maintains, and re-deploys PCs and Laptops to end-users.
• Creates and maintains user phone extensions and voice mail boxes.
• Provides education and assistance to equip end users with the skills related to the use of Email, Phones, etc.
• Ensures all PCs are covered via up-to-date virus protection.
• Creates and maintains documentation as appropriate on processes and procedures, administrative duties, security profiles, PC and Server inventories and statuses.
• Provides night and weekend coverage as needed for maintenance and on-call schedules.
• Performs all other duties as assigned.

What YOU need is:

To 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

A two-year degree in IT, computer science, or a business-related field preferred or equivalent combination of education and experience

Experience/Skills Needed:

2+ years relevant experience (with some experience preferably in a call center environment); or an equivalent combination of both education and experience

Certifications in the following are strongly preferred: MCSA, MSCE, MCP

Understanding of basic Networking, including Routers, Switches, and Firewalls, Active Directory, and User Profile Security

Basic knowledge of modern windows desktop operating systems

Server and Network Administration knowledge/experience a plus

Must be able to perform basic mathematical functions/calculations

Must possess excellent hardware and software troubleshooting skills, proven through previous work experience

Strong customer service skills are required

Must be capable of working in a self-directed fashion when necessary and able to set priorities within a given workload to meet project timelines

Strong organization skills are required, with demonstrated ability to effectively handle multiple priorities and tasks

Excellent interpersonal skills are required to establish effective working relationships

Must possess strong communication skills (both verbal and written). Must be able to effectively communicate with all levels of employees, sometimes conveying technical information to non-technical employees

Must have a solid understanding of PCs and PC related hardware, LAN/WAN and Internet connectivity

Must possess strong knowledge of the following operating systems and other applications: Current windows operating systems and Microsoft Office products

Must have demonstrated understanding of desktops and laptops in a multi-site Windows Active Directory environment.

Experience receiving work from a ticketing system. Knowledge of ServiceNow is a plus.

Physical Demands/Working Conditions:

The 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 accommodations may be made to enable individuals with disabilities to perform the essential functions.

Regularly required to talk and hear

Required to use hands to type, handle objects and paperwork

Required to use close vision and be able to focus

Must be able to perform moderate mobility throughout WOW! offices

Must be able to sit for extended periods of time

Must be able to travel for business purposes on an occasional basis

Must be able to physically move and set up various computer equipment as required (50 lbs or more)

Must be flexible to adjust schedule to cover various shifts

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.