PGW Auto Glass Hiring for IT Support Technician Job at Chillicothe, OH Full Time

The Support Technician role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level, either locally or remotely.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Record, track and document the support request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Perform preventative maintenance, including checking and cleaning of servers.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow ups with Level 1 technicians as required.
• Develop help sheets and FAQ lists for end users.
• Assist in software releases and rollouts according to Change Management procedures and best practices.
• Assisting in providing Level 1 support when request volumes are high.
• Alert management to emerging trends in incidents.
• Act as an escalation point for advanced or difficult help requests.
• Build rapport with support customers.
• Escalate problems (when required) to IT Managers.
• Reinforce SLAs to manage end-user expectations

QUALIFICATIONS:

• Two or more years of experience in end user support.
• Knowledge of advanced computer hardware and diagnostic utilities.
• Strong documentation skills.
• Experience with desktop and server operating systems (Windows, Windows Server, RHEL, CentOS)
• Experience troubleshooting and managing mobile and wireless devices.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
• Extraordinary customer service skills

PHYSICAL DEMANDS AND ENVIRONMENT:

• Frequent walking, reaching, climbing, bending, lifting, grasping, fine hand coordination, pushing, and pulling.
• Must be capable of performing the Essential Job Functions of this position with or without reasonable accommodation.
• Ability to present to groups.
• Ability to remain calm under stress.
• Ability to communicate with local staff, remote staff, and outside agencies.
• Adhere to all Company and departmental policies and procedures.
• Attend and participate in training and in-service education.
• Assist in orientation and training other staff.
• Must be able to work weekends and holidays as directed by supervisor.
• Perform other duties as assigned.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Ability to commute/relocate:

• Chillicothe, OH: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 2 years (Required)
• Windows: 2 years (Required)

Work Location: One location