Hybrid IT Support Technician bei Oakpoint

Description

JOB SUMMARY: Provide support to all Oakpoint staff and individuals using Oakpoint applications. Monitors tickets using ticketing technology. Is the first to troubleshoot computer and peripherals problems determining the source of the problem and implements appropriate corrective action. Schedules additional tickets to other staff as volume or complexity needs. Set up computer hardware, install computer applications, and set up individual applications so that the end user has appropriate access to these applications. Must work with other engineers in a co-managed environment to ensure a secure and productive suite of applications for our staff. 

ESSENTIAL DUTIES:

• Answers Oakpoint staff question in person, via the phone, teams and like technology on all company supported hardware and applications maintaining SLA metrics. 
• Troubleshoot hardware and software problems and advises staff on appropriate corrective action.
• Manages the ticketing system and reporting of metrics regarding tickets.
• Documents resolutions in tickets
• Maintains an average of at least 25 tickets per day while meeting target SLA.
• Recruits support from other technicians as needed based on ticket volume, location, or complexity. Escalations are handled through warm handoffs to ensure continuity and a positive user experience.
• Able to image workstations as needed and able to learn to terminate CAT6 cable.
• Serve as liaison between staff and other IT staff to resolve issues maintaining a high level of customer service.
• Creates and maintains current documentation of systems, SOW, and policies
• Helps to maintain software masters and helps to maintain licensing
• Participates in team projects including some planning and implementation of new applications and/or computer systems.
• Keeps a mindset of continuous improvement methodology.
• Active participant in all security downtime activities and tabletop exercises
• Helps administer Oakpoint - Microsoft 365 environment.
• Consistently works in a positive and cooperative manner with other employees in and outside of departmental unit including sharing own expertise, assisting other team members in their assignments, and seeks out opportunities to help rather than waiting to be asked.
• Maintains professional demeanor in all interactions with staff
• Functions independently and completes assignments with minimal supervision and able to adapt to changes in the work environment.
• Maintains acceptable attendance record and observes work schedule
• Participates in continuing education, staff development, annual Oakpoint training, and meetings.
• Provides after hours support as needed
• Any other duties as assigned

EDUCATION:

• Associates in computer field with 2 years of help desk support or equivalent years of experience. OR Bachelors in computer field with 1 year of help desk.
• Certifications preferred

EXPERIENCE:

Working knowledge of MS Windows 10/11, laptop repair, computer networking, troubleshooting peripherals, and Active Directory/Entra ID. Excellent communication skills along with detailed problem solving skills. Ability to create detailed documentation and a customer service mindset. Ability to configure software programs. Knowledge of Microsoft Office Suite. Ability to communicate detailed information in both technical terms and in lay person language.