TicketNetwork
Join to apply for the
IT Technician I
role at
TicketNetwork .
The Help Desk Technician I position provides internal systems support for the entire organization. The Technician will support internal customers at multiple sites, assisting them with hardware and software problems via phone, email or using remote desktop capabilities.
Core Responsibilities
Consistently takes ownership of and promptly responds to incidents and service requests reported to the Helpdesk.
Responds to inquiries from users and helps them resolve hardware or software problems.
Responsible for issue logging, tracking, analysis, reporting and management.
Maintains accurate records and provides reporting on incidents owned, regarding progress of repairs, down time, and any other pertinent updates.
Accurately documents policies & procedures, end‑user documentation, installation instructions, network and system design documents, system & script documentation, and test plans.
Assists in maintaining and administering software and hardware inventories and licensing.
Installs, upgrades and configures network printing, directory structures, rights, security and software.
Efficiently sets up, configures, and confirms functionality of user accounts, workstations and other related hardware and software for new employees and consultants.
Maintain virus protection on all devices.
Support users in the use of computer equipment by providing necessary training and advice.
Ensure that customer expectations are met or exceeded.
Excellent interpersonal and communication skills with the ability to interact effectively with others, including various levels of management.
Position Specific Responsibilities
Responsible for escalating non‑standard incidents to a level 2 technician when a reasonable amount of time and effort has been made but resolution has not become clear.
Responsible for paying attention to, being respectful of and putting in an appropriate level of effort in learning from guidance received from any level 2 technician and above.
Participates in the off‑hours on‑call Helpdesk support rotation.
This may require on‑site visits during off‑hours and weekend days.
Requirements Required Skills
Multi‑Tasking: Ability to work on multiple deadline‑driven projects or issues simultaneously with a keen sense of urgency.
Agile and Flexible: Ability to quickly adapt to shifting priorities and identify activities required to ensure swift resolutions.
Detail Oriented: Keen attention to detail in respect to configurations of system devices as well as software documentation.
Highly Collaborative: Highly accountable and naturally works well with the team to seek innovative solutions.
Self‑Motivated: Able to thrive in a fast paced environment with minimal direction.
Can lift up to 50 lbs.
Must have reliable transportation.
Excellent oral and written communication skills are a requirement.
Strong personable customer skills are a requirement.
Ability to work independently while managing time between support tickets and user support calls.
Team Oriented: Recognizes importance of teamwork.
Excellent analytical abilities and problem‑solving skills.
Establish communication with supervisory and management personnel to report task and project status and issues related to server or computer maintenance and support.
Required Experience
Hardware support and troubleshooting
Windows 7/8/10 operating systems
Network share and permission management
Microsoft Office products, including Office365
Windows Active Directory management
Image building applications (e.g., Ghost, Microsoft Deployment Toolkit, etc.)
Anti‑virus applications
Capable of installing, configuring and maintaining all current versions of Microsoft products in a networked environment.
Network fundamentals
Ability to configure and troubleshoot computers and laptops.
PC hardware set‑up, configuration, and troubleshooting.
Basic virtual desktop technologies
Basic level VMware VDI
Basic printer support and troubleshooting
Basic level Windows 2008‑2016 server operating systems
Associate’s degree in Computer Information Systems, Computer Science, or Engineering or at least 1‑3 years’ experience supporting an enterprise level IT environment.
Preferred Skills
Ability to work independently while managing time between projects and user support calls.
Establish communication with supervisory and management personnel in order to report task and project status and issues related to server or computer maintenance and support.
Ability to communicate with end users in order to identify computer or network related issues.
Recognized teamwork skills are advantageous.
Preferred Experience
Advanced understanding of PC hardware set‑up, configuration, and troubleshooting.
Whole disk and folder level encryption applications.
Microsoft 365 User Administration.
VPN & RSA deployment/configuration.
Education
Associate/Bachelors Degree preferred in Computer Science (CS), Computer Information Systems (CIS) or related discipline.
CompTIA A+ and/or similar certifications taken into consideration preferable.
CompTIA Network+ preferred.
Hours
Monday‑Friday
On‑call: 6‑week rotation scheme (currently), after first 30 to 60 days. Must have reliable transportation to respond to on‑site issues.
Possible late night maintenances.
Seniority Level Entry level
Employment Type Full‑time
Job Function Information Technology
Industries Software Development
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IT Technician I
role at
TicketNetwork .
The Help Desk Technician I position provides internal systems support for the entire organization. The Technician will support internal customers at multiple sites, assisting them with hardware and software problems via phone, email or using remote desktop capabilities.
Core Responsibilities
Consistently takes ownership of and promptly responds to incidents and service requests reported to the Helpdesk.
Responds to inquiries from users and helps them resolve hardware or software problems.
Responsible for issue logging, tracking, analysis, reporting and management.
Maintains accurate records and provides reporting on incidents owned, regarding progress of repairs, down time, and any other pertinent updates.
Accurately documents policies & procedures, end‑user documentation, installation instructions, network and system design documents, system & script documentation, and test plans.
Assists in maintaining and administering software and hardware inventories and licensing.
Installs, upgrades and configures network printing, directory structures, rights, security and software.
Efficiently sets up, configures, and confirms functionality of user accounts, workstations and other related hardware and software for new employees and consultants.
Maintain virus protection on all devices.
Support users in the use of computer equipment by providing necessary training and advice.
Ensure that customer expectations are met or exceeded.
Excellent interpersonal and communication skills with the ability to interact effectively with others, including various levels of management.
Position Specific Responsibilities
Responsible for escalating non‑standard incidents to a level 2 technician when a reasonable amount of time and effort has been made but resolution has not become clear.
Responsible for paying attention to, being respectful of and putting in an appropriate level of effort in learning from guidance received from any level 2 technician and above.
Participates in the off‑hours on‑call Helpdesk support rotation.
This may require on‑site visits during off‑hours and weekend days.
Requirements Required Skills
Multi‑Tasking: Ability to work on multiple deadline‑driven projects or issues simultaneously with a keen sense of urgency.
Agile and Flexible: Ability to quickly adapt to shifting priorities and identify activities required to ensure swift resolutions.
Detail Oriented: Keen attention to detail in respect to configurations of system devices as well as software documentation.
Highly Collaborative: Highly accountable and naturally works well with the team to seek innovative solutions.
Self‑Motivated: Able to thrive in a fast paced environment with minimal direction.
Can lift up to 50 lbs.
Must have reliable transportation.
Excellent oral and written communication skills are a requirement.
Strong personable customer skills are a requirement.
Ability to work independently while managing time between support tickets and user support calls.
Team Oriented: Recognizes importance of teamwork.
Excellent analytical abilities and problem‑solving skills.
Establish communication with supervisory and management personnel to report task and project status and issues related to server or computer maintenance and support.
Required Experience
Hardware support and troubleshooting
Windows 7/8/10 operating systems
Network share and permission management
Microsoft Office products, including Office365
Windows Active Directory management
Image building applications (e.g., Ghost, Microsoft Deployment Toolkit, etc.)
Anti‑virus applications
Capable of installing, configuring and maintaining all current versions of Microsoft products in a networked environment.
Network fundamentals
Ability to configure and troubleshoot computers and laptops.
PC hardware set‑up, configuration, and troubleshooting.
Basic virtual desktop technologies
Basic level VMware VDI
Basic printer support and troubleshooting
Basic level Windows 2008‑2016 server operating systems
Associate’s degree in Computer Information Systems, Computer Science, or Engineering or at least 1‑3 years’ experience supporting an enterprise level IT environment.
Preferred Skills
Ability to work independently while managing time between projects and user support calls.
Establish communication with supervisory and management personnel in order to report task and project status and issues related to server or computer maintenance and support.
Ability to communicate with end users in order to identify computer or network related issues.
Recognized teamwork skills are advantageous.
Preferred Experience
Advanced understanding of PC hardware set‑up, configuration, and troubleshooting.
Whole disk and folder level encryption applications.
Microsoft 365 User Administration.
VPN & RSA deployment/configuration.
Education
Associate/Bachelors Degree preferred in Computer Science (CS), Computer Information Systems (CIS) or related discipline.
CompTIA A+ and/or similar certifications taken into consideration preferable.
CompTIA Network+ preferred.
Hours
Monday‑Friday
On‑call: 6‑week rotation scheme (currently), after first 30 to 60 days. Must have reliable transportation to respond to on‑site issues.
Possible late night maintenances.
Seniority Level Entry level
Employment Type Full‑time
Job Function Information Technology
Industries Software Development
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