IT Technician I

Bctsco; Lenexa, Northern (KS, KY); Hybrid; USD 45,000 - 60,000; Full time

Job summary

Bctsco is seeking a remote IT Helpdesk professional to support our child divisions across the United States. You will troubleshoot hardware and software issues, document resolutions, and provide end-user training as needed, while following directions from the Helpdesk Operations Manager.

Ideal candidates have IT/CS education or equivalent experience, strong Microsoft 365 skills, and a proven ability to work independently in a fast-paced environment.

Qualifications

• Degree in Information Technology or Computer Science preferred or 3 years of equivalent work experience.
• Ability to follow verbal and written instructions with strong attention to detail.
• Experience with Microsoft 365, Intune, SharePoint, Exchange, and OneDrive.
• Ability to train end-users on applications, hardware, and software.
• Strong independent work capability with minimal supervision.

Responsibilities

• Provide remote technical support for divisions across the United States.
• Follow duties assigned by Helpdesk Operations Manager.
• Troubleshoot hardware and software errors using diagnostics and document resolutions.
• Develop and deliver technical training to end-users as needed.
• Log work in the ticketing system and ensure issue resolution.

Skills

Helpdesk knowledge

Microsoft 365

Intune

SharePoint

Exchange

OneDrive

Customer-facing

Networking fundamentals

Education

Associate degree in IT or CS

Bachelor’s degree in IT or CS

3 years relevant experience

Tools

Ticketing System

Diagnostics tools

Job description

Description

PRIMARY FUNCTIONS:

• Work and provide remote technical support for our child divisions across the United States.
• Work in a team environment, able to follow duties assigned by the Helpdesk Operations Manager.
• Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolution, prioritizing problems, asking pertinent questions, and assessing impact of issues.
• Develop and provide technical training to end-users when asked.
• Identify, analyze, troubleshoot, and resolve problems with the aim of eliminating recurrences and reducing calls to the helpdesk.
• Direct unresolved issues to the next level of support personnel.
• Use the Ticketing System, log details of work performed, time, and resolution steps, immediately after each intervention.
• Follow up with users to ensure full resolution of issues.
• Deploy, install, and manage computers and other devices in accordance with corporate standards.
• Play a strategic role in the on-boarding and off-boarding system, ensure that users are properly set up in the system by providing end-user account administration services (add/change/remove).
• Assist with monitoring and maintaining inventory of all hardware and software in use by the company.
• Travel to offices within the company for projects or special assignments.
• Other related duties as required.

MINUMUM REQUIRMENTS:

The ideal individual we are seeking needs to have a background in the Information Technology field.

• An associate or bachelor’s degree, in Information Technology or Computer Science is preferred. Or three years of equivalent work experience without an associate or bachelor’s degree.
• Ability to follow verbal and written instructions, excellent organizational skills, and attention to detail.
• Helpdesk Knowledge of Microsoft 365, Microsoft Intune, Share Point, Exchange, and One Drive.
• Ability to complete on-job training of applications, hardware, and software.
• Ability to work independently with minimal supervision when applicable.
• Experience in a customer-facing role providing technical support and assistance.
• Strong technical knowledge of computer systems, including hardware, software, and networking.
• Proven analytical and problem-solving abilities to maintain computer systems and network infrastructure related issues.