IT Manager

The successful candidate in the Technical Support Services (TSS) Technician role provides technical assistance and support to clients of ACME Widgets Corp. 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. 
• Participate in equipment liquidations. 

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: 

o work and adapt in an evolving-priority environment.

o follow processes and protocols. 

o meet deadlines and to manage multiple tasks simultaneously.

o ensure physical cabling meets desired standards.

o 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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