IT Support Technician

Louisville, United States

Internetek supports an assortment of clients’ Managed IT needs. We support primarily industrial and manufacturing companies backed by large sales teams. This means everything between password resets to bringing a new office online, we’ve got it covered. Our clients are growing so we’re in the happy situation of needing to grow ourselves. As part of this effort, we are seeking an IT Support Technician to join us in providing excellent support to our clients.

The focus of this role is to provide support for our clients. They contact us for support via phone, e-mail, and portal and the issues are entered into our system. Our task is to triage, research, and resolve their tickets in a friendly and honest manner. While this role is technical, customer service is key to assisting clients who are having a bad day due to technology woes. Some travel is required if we’re unable to remotely resolve the client’s issue. We work primarily with Windows systems and cellphones.

Responsibilities:

  • As a technician you are the first point of contact for clients seeking assistance.
  • Technicians create, update, and close tickets generated by clients.
  • Technicians follow the 20/2 rule - First response to client within 20 minutes, resolution within 2 hours (average).
  • Technicians apply time against tickets for correct billing back to the client and utilization estimates by management.
  • Technicians document the process and resolution of issues in a manner that the next technician can reproduce the steps taken.
  • Technicians work and communicate with the team to resolve client issues efficiently and to balance load when needed.
  • Technicians must communicate updates to the client regarding their reported issues.
  • While we work as a team, your work is largely independent requiring you to be self-driven and manage time efficiently.
  • Your work shift is 0800 to 1700 unless otherwise approved.
  • Your supervisor will be the IT Manager.

Requirements:

  • Must pass background check and drug screening.
  • Driver’s license required.
  • Minimum high school diploma or equivalent required.
  • Be able to lift thirty pounds.
  • Knowledge of technologies used in business environments.
  • Self-driven
  • Multi-tasking skills
  • Previous experience isn’t necessary, but preferred

Compensation:

  • Full-time, Hourly
  • $20-$25/hour

Benefits:

  • Vacation, sick, and holiday pay.
  • Medical, dental, vision, life, and disability insurance.
  • 401K.
  • Paid training and certifications.