Tech Support II

Fishers Technology; Spokane Valley (WA); On-site; USD 40,000 - 55,000; Full time

Job summary

A technology services company is looking for a Tech Support II to provide exceptional support for IT systems and customer inquiries. This role requires technical problem-solving abilities and strong communication skills, with responsibilities including coordinating with customer support and assisting with IT setups. Candidates should have 6 months to 2 years of experience in IT technical support. An extensive benefits package is offered.

Benefits

Extensive benefits package

Qualifications

• 6 months to 2 years of IT technical support experience required.
• Ability to communicate technical concepts to non-technical people.
• Must be able to lift 25 lbs frequently, 50 lbs occasionally.

Responsibilities

• Coordinate with customer support for technical issues.
• Provide support for software and hardware queries.
• Identify and resolve technical problems for end-users.
• Report activities in the Customer Relationship Management tool.
• Assist with IT setups and ticket resolutions at customer sites.

Skills

IT technical support experience

Excellent communication skills

Analytical and problem-solving abilities

Customer service prioritization

Education

CompTia A+ certification preferred

Familiarity with Microsoft and Google technologies

Job description

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Fisher’s Technology
Fisher’s mission is to make our customers extremely happy through technology offerings and services that maximize business efficiency and performance. And we do all that while having a great time and loving our work. Fisher's Technology has been selected as one of the “Best Places to Work in Idaho” for the last fifteen years.

Fisher’s is a leading technology provider in Idaho, Montana, Utah, & Washington to help businesses perform at the top of their game. We manage IT environments (servers, cloud environments, network equipment, computers, mobile devices, applications, Cloud, VoIP, and internet services), sell and service office equipment (from Dell, Meraki, Unifi and many others), and streamline business operations with electronic document management and related software solutions. Learn more at www.fisherstech.com

Position Summary - Tech Support II
Fisher’s Unified IT Team is seeking to fill our Tech Support II position with a qualified individual who has strong attention to detail, is process and detail oriented, and provides an exceptional customer experience. They will collaborate closely with other members of the Unified IT team and be responsible for supporting computers and network systems for Fisher’s customers.

• Coordinate with customer support representatives to respond to telephone calls, emails, and personnel requests for technical support from local and remote customers.
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Identify, research, and resolve technical problems for end-users on a variety of issues.
• Assist customers with basic problem-solving in an easy-to-understand way and be able to communicate technical concepts to non-technical people.
• Follow up with IT tickets to ensure issues have been resolved.
• Report daily and hourly activities in the Customer Relationship Management tool, ConnectWise PSA (Professional Services Automation).
• Assist in other special projects and assigned duties as needed.
• Travel to customer sites within your Market (approx. 100-mile radius) to assist with IT setups, installs, ticket resolutions, etc.
• This position involves significant walking, kneeling, and climbing (ladders/stepladders).

Qualifications

• 6-months to 2 Years of experience of IT technical support required.
• CompTia A+ certification preferred, can become certified within the first 90-days of employment with Fisher’s if you do not have current certification.
• Familiarity with Microsoft, Google, hardware, and software related to technology.
• Proven analytical and problem-solving abilities.
• Excellent communication skills, both on the phone and in writing.
• Experience assisting customers on the phone, live chat, email, and web form IT ticket submissions.
• Ability to effectively prioritize and execute tasks in a fast-paced environment.
• Ability to prioritize customer service.
• Must be able to lift 25 lbs. frequently, 50 lbs. occasionally.

Fisher’s Technology offers an extensive benefits package that includes the following: