Client Support Technician

About ITS:

IT Solutions Consulting, LLC is a Managed Services and Application Development company with over 25 years of experience. We provide reliable and secure IT support and strategic technology guidance to a diverse clientele. As one of a select few six-time winners of the Philadelphia Business Journal’s Best Places to Work competition, we’re proud of the employee-ownership culture that we maintain that drives transparency and teamwork at all levels of our company, where our staff works closely together to consistently strive to make client success our success. Our tenured team of passionate problem solvers are empowered to make a difference in how our business is run and reap ongoing professional and financial rewards for their dedication and commitment.

Job Description:

Reporting to the Service Delivery Manager, the on-site Desktop Support Technician is responsible for providing remote and in-person technical support to users.

Requirements:

• Answering technical service calls and creating customer tickets.
• Must have excellent troubleshooting skills, be able to triage a customer's issue, getting to the root of the problem in a timely matter and document issue(s).
• Able to troubleshoot Internet connection issues, hardware issues and talking customers step by step through several processes
• Provides phone support to end users with an enthusiastic attitude to analyze, troubleshoot and resolve issues to customer's satisfaction.
• Ensures creation of tickets and escalation to appropriate group(s).
• Works with level 2/3 staff to ensure completion of tickets.
• Reporting to Dania Beach, FL location daily

Experience:

• 2+ years of Desktop Technical Support or related experience.
• Experience in a technical support position (including internship) working administratively in the Windows desktop operating system (Mac desktop operating system experience would be a plus)
• Experience with any of the following: ConnectWise, Solarwinds, Cisco
• Networking Products, Ubiquiti, Ruckus, Aruba, VMWare, Dell, and Adobe
• Good understanding of Active Directory: manipulating users/groups and doing Office 365 Administration.
• PC/Workstation migration and setup
• Experience with Office 365 and Microsoft's Software/Applications.
• Ability to troubleshoot and configure hardware such as printers, laptops, etc.
• Experience working with and providing support utilizing Remote Management Tools.
• Confident and comfortable with client facing activity.
• Strong communication and interpersonal skills

Soft Skills:

• Strong phone customer service skills with a high degree of patience and professionalism required
• Strong written and verbal communication skills
• Willingness to travel to client sites across the US for occasional hands-on support of higher-level techs.” (All expenses are covered by ITS.)

Technical Qualifications:

• CompTIA A+, Microsoft Windows, Apple macOS certification, Cisco Certifications not required but would be a plus
• Proficient in a recent version of Microsoft Office suite

ITS offers a full benefits package, including:

• Rich Medical and prescription plans
• Dental & Vision
• Paid Holidays and Paid Time Off
• 401K/401K Roth with Safe Harbor matching
• Stock Appreciation Rights
• Company-paid life insurance, long-term and short-term disability insurance
• Company-paid mental health support & financial wellness services
• AFLAC
• FSA for medical and dependent care
• HSA option with compatible medical plan
• Wellness Program including gym membership discount
• Company-paid training, materials, and exams
• Performance-based bonuses
• Travel reimbursement

IT Solutions is an equal employment opportunity employer that provides opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.