System Technician II

The Systems Technician plays a pivotal role as the first responder to all company-related IT support needs, encompassing a diverse array of IT hardware and software solutions.

Requirements

• Monitor and Execute incidents/service requests through our in-house ticketing system.
• Respond to requests for technical assistance through phone queues and log case details accordingly in the ticketing system.
• Diagnose and document technical issues with all software and Hardware, including but not limited to workstations and peripherals, USB/Network printers, Point-of-sale systems, VOIP Phones, and Mobile Devices.
• Troubleshoot and diagnose technical issues affecting end users in collaboration with the team, and act as an escalation point for System Technician I in resolving complex issues.
• Maintain and mediate networking-related issues affecting firewalls, switches, access points, and other devices across all supported sites.
• Engage third-party vendors when necessary to resolve POS, ISPs, cameras, GPS, and VoIP outages outside our in-scope services.
• Advise users on IT-defined best practices and communicate company policies.
• Track inventory and ship IT equipment.
• Perform in-person services, including but not limited to onboarding new employees, desk visits, and managing on-site vendors at respective corporate offices.
• Provide on-call support during weekends and holidays as scheduled.
• Up to 25% travel on-site to customers for transitions
• Create and maintain documentation on various business systems as needed train System Tech I, in collaboration with the service desk manager
• Receives escalation requests as delegated by the service desk manager or through proper channels

Benefits

• Generous Paid Time Off
• 401k Matching