Technical Support Services Technician

FIT Technologies LLC; Toledo (OH); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Paid time off

Employee Stock Ownership Plan

401k with match

Dependent Care FSA

Job summary

FIT Technologies is seeking a TSS Technician to provide technical assistance and support to clients. You will support, monitor, and maintain client environments, onsite or remotely, completing day-to-day maintenance and upgrades while meeting standards for IT support and service excellence.

Responsibilities include building client relationships, performing upgrades, maintaining hardware and network gear, and meeting SLA targets.

Qualifications

• Troubleshoot, diagnose, and resolve problems; document steps.
• Relay technical information to clients with varying knowledge.
• Organizational skills with attention to detail.

Responsibilities

• Build and maintain relationships with clients and team members.
• Perform software/hardware upgrades.
• Install, maintain, and repair desktop hardware, network equipment, and PC peripherals.
• Maintain daily service calls and meet SLA time frames.
• Provide detailed progress updates promptly and accurately.
• Perform routine maintenance following company and vendor standards.
• Ensure physical cabling infrastructure meets standards.

Skills

Troubleshooting

Client communication

Organizational skills

Windows knowledge

Active Directory

Microsoft 365

Group Policy

Office applications

Networking concepts

TCP/IP

VLANs

OS deployment

Confidentiality

Adaptability

Process adherence

Time management

Education

A+ certification

Network+ certification

MTA certification

MCSA certification

Tools

Ticketing system

Asset tracking

Microsoft Office

Job description

The successful candidate in the Technical Support Services (TSS) Technician role provides technical assistance and support to clients of FIT Technologies. The TSS Technician supports, monitors, and maintains the client environment either onsite or remotely by performing day-to-day tasks and maintenance. This role relies on experience and judgment to accomplish goals and to meet standards for IT support and exemplary client service.

PRIMARY RESPONSIBILITIES

• Build and maintain relationships with clients and other team members.
• Perform software/hardware upgrades.
• Install, maintain, and repair, desktop hardware, network equipment and PC peripherals.
• Maintain daily service calls and meet requested SLA time frames based on client expectations.
• Provide detailed progress updates in a timely and accurate manner.
• Perform routine maintenance following company and vendor standards.
• Work to ensure physical cabling infrastructure meets desired standards.

KNOWLEDGE AND SKILL REQUIREMENTS

• Display a professional, reliable, trustworthy, and positive demeanor.
• Possess ability to troubleshoot, diagnose and solve problems as well as document all steps taken for resolution including use of an internal ticketing system.
• Possess ability to relay technical information and instruction (written and verbal) to clients with varying ranges of technical knowledge and background.
• Have organizational skills with strong orientation to detail and ability to follow-through on tasks.
• Understand varying versions of Microsoft Windows, Active Directory, Microsoft 365, and Group Policy.
• Have experience with Microsoft Office applications.
• Comprehend networking protocols and concepts such as TCP/IP addressing, and VLANS.
• Be familiar with network-based PC operating system deployment.
• Possess ability to maintain confidentiality of information accessed, processed, or stored.
• A+, Network+, MTA, MCSA certifications are desirable.
• Able to:
• work and adapt in an evolving-priority environment.
• follow processes and protocols.
• meet deadlines and to manage multiple tasks simultaneously.
• ensure physical cabling meets desired standards.
• learn software tools/applications (e.g., asset tracking and ticketing system)

WORKING CONDITIONS + REQUIREMENTS

Working conditions are normal for an office environment and will require:

• Reliable transportation, valid driver’s license, and valid vehicle insurance.
• Local travel and occasional travel to other parts of Ohio or out of state.
• May require occasional evening and weekend work.
• Must be able to lift/carry 50lbs.
• May occasionally require work weeks over 40 hours.

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Headquartered in Cleveland, FIT Technologies is an employee-owned company (ESOP) with 160+ staff supporting clients throughout Ohio and in metropolitan areas in 30+ states across the country.

FIT Technologies offers a comprehensive benefits package including:

• Paid time off and paid holidays
• Employee Stock Ownership Plan
• 401k with match
• Dependent Care FSA

FIT Technologies is an equal opportunity employer and welcomes diversity in our employees. We do not discriminate and will take measures to ensure against discrimination in employment, recruitment, compensation, termination, promotions, and other conditions for any employee or job applicant on the basis of race, color, national or ethnic origin, ancestry, gender, age, religion, creed, disability, military or veteran’s status, sexual orientation, gender identity or gender expression.