IT Support Technician

Description

About Service Pros Installation Group:

Service Pros Installation Group is a family-owned business headquartered in Charlotte, North Carolina working as an exclusive provider of installation services for Lowe's Home Improvement. With workrooms across the Southeast, Northeast, and Midwest, we are committed to ensuring all our employees, customers, and contractors are positively impacted by utilizing our resources to provide stewardship, put our people first, ensure companywide integrity, and continue to grow and improve every day.

IT Support Technician Summary

This position will be responsible for the installation, maintenance, and technical support of all desktop software and hardware. Provides technical expertise and support to the SPIG end user.

FLSA Status: Non-Exempt, Hourly

Essential Duties and Responsibilities:

Installation

• Installs and tests hardware and software
• Deploys equipment as necessary
• Monitors and maintains records regarding installation and maintenance of current hardware and software
• Repairs or replaces damaged hardware
• Follows installation and inventory guidelines. Maintains inventory and recommends hardware/software purchases.

Problem Identification/Resolution

• Monitors the IT Support ticketing system and responds to user problem calls. Interacts with staff to identify hardware/software problems
• Utilizes the ticketing system to gather, assemble, organize and track information

Support

• VoIP management and troubleshooting
• Support

Requirements

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.

• Education and/or Experience – High school Diploma and GED. AAS or Bachelor’s degree in Computer Science or related field or equivalent combination of industry related professional experience and education
• Language Skills – Ability to read and comprehend simple instructions, correspondence, and memos. Ability to write letters and prepare other documents as needed. Proofreads work.
• Mathematical Skills – Ability to add, subtract, multiply, and divide in all units of measure for basic algebraic and geometric calculations
• Reasoning Ability – Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving few concrete variables in standardized situations.
• Computer Skills – Knowledge of computer workstations and peripheral equipment; knowledge of database, spreadsheet, email and word processing software.
• Communication Skills –- Be able to effectively communicate orally and in writing in English.
• Vision – Ability to view documents, multiple screens, and read handwritten documents.

Technical Skills

• 2+ years of experience in helpdesk and/or desktop support environment supporting remote users
• CompTIA A+ Certification preferred

Requirements

COMPETENCIES

To perform the job successfully, an individual should demonstrate the following competencies:

• Problem Solving – Identifies and resolves problem in a timely manner.
• Oral Communication – Speaks clearly and persuasively; Participates in meetings.
• Written Communication – Writes clearly; Able to read and interpret written information.
• Teamwork – Contributes to building positive team spirit.
• Diversity – Promotes a harassment-free environment.
• Ethics – Treats people with integrity and ethically.
• Organizational Support – Supports organization’s goals, values, and code of ethics.
• Judgment – Exhibits sound and accurate judgment; Includes appropriate people in decision-making process; Makes timely decisions.
• Planning/Organizing – Prioritizes work activities; Uses time efficiently.
• Professionalism – Focuses on solving conflict, not blaming; Treats others with respect and consideration; Accepts responsibility for own actions.
• Quality – Demonstrates accuracy and thoroughness; Monitors own work to ensure quality.
• Quantity – Meets productivity standards; Completes work in timely manner.
• Safety and security – Observes safety and security procedures; Reports unsafe conditions; Uses equipment and materials properly.
• Follow-up – Must be organized and able to follow-up on statuses and ensure completion of tasks.
• Dependable – Is consistently at work and on time.

Employment At-Will

Employment is voluntarily entered into, and employees are free to resign at will at any time, with or without cause. Similarly, the company may terminate the employment relationship at will at any time, with or without notice or cause, so long as there is no violation of applicable federal or state law.

Physical Demands

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.

While performing the duties of this job, the employee is regularly required to sit, reach with hands and arms, speak, talk, and hear. The employee is frequently required to use hands to finger, handle, or feel. The employee must be able to lift and carry 25 lbs. (i.e. laptop or monitor) in order to move it as needed. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet. The work environment generally consists of indoor heated and cooled office space. This position may also work remotely from home.