Support Technician

NuWave Technology Partners LLC; Lansing (MI); On-site; USD 40,000 - 50,000; Full time

Job summary

NuWave Technology Partners LLC is seeking a Support Technician to provide remote desktop support to clients with critical response time requirements. You will work independently to answer service desk calls, troubleshoot issues over the phone and via remote login, and escalate to Level 2 when appropriate.

Responsibilities include maintaining desktops, documenting activities, and delivering exceptional customer service while traveling as needed.

Qualifications

• Associates degree or equivalent experience.
• Proficiency in Windows Desktop OS and Office suites.
• Basic server and networking understanding.
• Strong communication and customer service skills.
• Willingness to travel as needed.

Responsibilities

• Provide remote and on-site desktop support.
• Answer service desk calls and troubleshoot.
• Document activities and update service orders.
• Escalate issues to Level 2 when needed.
• Maintain professional appearance and customer relations.
• Participate in ongoing training and certifications.

Skills

Windows Desktop OS

Microsoft Office

Networking basics

Security software

Communication skills

Team player

Travel willingness

Troubleshooting

Education

Associates degree or equivalent

Tools

PSA tools

RMM tools

Remote Desktop

Job description

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Description

Job Summary

Provide primarily remote desktop support to our clients who have critical response time requirements for their business technology systems. You will work independently to answer service desk calls, urgently analyze technical issue(s), troubleshoot over the phone and via remote log-in, and escal problems to Level 2 support when appropriate. You will multi-task to support a variety of network and end-user environments with executives, business owners, managers and end users. You must demonstrate superior communication skills to respond to diverse clients with urgent needs while recognizing they are looking for solutions, not technical explanations. You will also perform service and preventative maintenance activities on products and assist in installations and deliveries. Other projects may be assigned.

Duties and Responsibilities

• Manage, maintain, troubleshoot and support our users’ desktops.
• Identify, document and troubleshoot users computing issues to resolution while maintaining customer satisfaction.
• Utilize PSA, RMM, and other service-specific tools and technologies to deliver onsite and remote user support services.
• Update service order information with accurate documentation of all activities conducted.
• Develop and maintain relationships with customers that further enhance the company’s positive reputation through exceptional customer service.
• Maintain a professional and clean appearance.
• Participate in ongoing training and attainment of various manufacturer and software certifications.
• Develop personal skills to work efficiently both individually and as a member of the Service Department.

We are looking for someone with 2+ years of experience in a Support Technician/IT role.

Preferred Skills and Qualifications

• Education
• Associates degree in Computer Science, Information Technology, Business Technology, related field of study, or equivalent work experience.
• Technical Skills
• Proficiency in supporting modern Windows Desktop Operating Systems
• Desktop software such as Microsoft Office Suites, Adobe, etc.
• Basic Server support skills and understanding of modern Windows Server Operating Systems
• Networks, internet connection issues, as well as be able to configure network devices such as switches and routers.
• Security software such as Anti-virus, Anti-SPAM, Anti-Spyware, and other security related technologies.
• Other Skills & Abilities
• Able to work independently and as part of a team
• Must be prepared to travel as the business need requires
• Exceptional written and oral communication skills
• Self-motivated
• Should enjoy learning new skills

Work Conditions

• 40-hour work week with on-call availability up to 7 days per month.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.

Minimum Requirements

• High school diploma or equivalent
• Valid driver’s license
• Reliable, insured vehicle
• Good communication skills
• Reliable work record

Full-Time/Part-Time Full-Time

Salary Range $40,000-$50,000 (approximately). The actual compensation level is based on qualifications.

Position Support Technician

Exempt/Non-Exempt Exempt

Location Lansing, MI

About the Organization NuWave is an award winning, local organization full of outstanding people with a passion for knowledge and living up to the trust our clients have so dearly invested in us. We are a leading IT Managed Services Provider (MSP) with clients all over Michigan and offices in Kalamazoo and Grand Rapids.
https://nuwavepartners.com/about

This position is currently accepting applications.