Job Information
Circle Computer Resources IT Support Specialist (Hybrid) in Cedar Rapids, Iowa
IT Support Technician
BUSINESS UNIT: Sandwire
FUNCTION : Managed Service
REPORT TO: Service Delivery Manager
CLASSIFICATION: Non-exempt
LOCATION: Cedar Rapids, IA
EDUCATION: Bachelor's degree or related experience
EXPERIENCE: 3-5 years’ experience
Who We Are Looking For Overview
We are searching for a highly-motivated, dedicated, and experienced team member who understands the importance of business relationships to deliver our vision. Who has the ability to adjust quickly to changing conditions, relishes tackling challenges in a fast-paced environment, and delivers results with confidence, collaboration, and determination.
Our ideal candidate thrives in an innovative and agile environment, is a go-getter who works collaboratively and partners across matrixed teams to plan, implement and support our technology by developing strong relationships. This role will provide superior customer service by resolving technical issues through participating in a wide variety of technical support duties by identifying, troubleshooting, and resolving or escalating customer issues or requests.
What You’ll Accomplish and Experience
Develop and maintain strong relationships with customers by making their needs a primary focus.
Respond to telephone calls, emails and tickets with professionalism and courtesy within established response guidelines.
Instruct users on appropriate action regarding solutions to problems and maintenance through excellent written and oral communication skills.
Use and maintain tools and documentation (knowledge base, FAQs, WIKI, etc.).
Diagnose and troubleshoot equipment, hardware, network, and software-related issues in a timely manner.
Research, document and resolve issues to meet SLA requirements and escalate if necessary.
Maintain familiarity with all products and services offered.
Remain current with changing technology as it relates to customer support.
Follow appropriate workflow and time management while maintaining customer focus in all activities while providing high-quality customer service.
Maintain ownership and follow through on all customer issues until those issues are resolved.
Responsible for entering time and expenses in CCR systems as it occurs and submitting them for approval by the designated deadline.
Provide additional shift coverage when required.
Generate creative solutions and approaches to issues and organizational processes.
Manage performance to achieve expected results.
Exemplify and promote Sandwire values.
Actively demonstrate reliability by maintaining a consistent work schedule.
Required to carry on-call responsibilities on rotating basis which may include occasional holidays.
Perform other duties as assigned.
Desirable Previous Experience
CompTIA Network+, Microsoft certification or comparable skills are required.
CompTIA A+ and Security+ certifications or comparable operational skills preferred.
Advanced experience in desktop support of complex issues.
Advanced understanding of DNS, DHCP, TCP/IP, printers, drivers, network connectivity, etc.
Advanced experience supporting and troubleshooting network infrastructure Firewalls, NTP, LDAP, SSL, VPN, etc.
Advanced understanding of routing and switching.
Advanced experience with Kaseya VSA or similar remote management, asset management, AV agents, monitoring status of managed servers or workstations.
Advanced understanding of Microsoft Exchange, Active Directory, SQL, SharePoint, Microsoft .
VMWare certifications, including VSphere, or comparable skills are preferred.
Passion for helping people and creating a positive customer experience.
Excellent written and verbal communication skills with professional demeanor.
Strong diagnostic and problem solving skills.
Dedicated customer service and support.
Strong organizational and prioritizing skills in order to meet SLA’s and KPI’s.
Strong troubleshooting capabilities with the ability to define problems, collect data, establish facts and solve practical problems in a timely manner.
Ability to apply operational level of subject matter knowledge to solve a variety of common IT and business issues.
Ability to work in a fast paced environment.
Demonstrate leading support and enthusiasm for change and innovation.
Ability to identify and understand issues, problems and opportunities even with limited information, and make appropriate and timely decisions.
Thorough and resourceful in completing tasks independently.
Character Traits
Integrity
Adherence to moral and ethical principles
Fortitude
Mental and emotional strength in facing difficulty, adversity, danger, or temptation courageously
Good judgment
Ability to make the best decision possible on the basis of an objective assessment of known information while resisting to influences of peer pressure
Truthfulness
Telling the truth, especially habitually
Department
Sandwire
Employment Type
Full time
Minimum Experience
Mid-level