Position Overview:

The Inside IT Support/NOC Technician applies knowledge of IT products and services to remotely assist clients with hardware and software related problems. Documents problems and troubleshoots solutions as appropriate. The IT Support/NOC Technician will be responsible for managing In-House and Remote Service Tickets for multiple clients and performing any Managed Services as required, ensuring customer satisfaction, job profitability, and technician productivity. The duties of the IT Support Technician will include but not be limited to the following:

>Answer incoming calls and be the first line of defense in resolving technical issues. Transfer any other calls to the appropriate personnel

>Manage multiple Client Monitoring systems and resolve problems as they occur

>Remotely manage and support server based information and network systems

>Enter service tickets into ConnectWise Ticketing program, and dispatch to team members when   quick resolution is not an option

>Manage open tickets – Dispatch and review for timeliness and accuracy

>Maintain up-to-date accurate records for repair/maintenance work performed

>Function as backup for other staff members


*Strong Working Knowledge of Microsoft-based Servers, PCs, and Networks

*Microsoft, A+, Cisco, and other certifications preferred

*Knowledge of computer hardware and peripherals

*Strong Customer Service Skills

*Ability to work independently and efficiently

*Desire to learn about new products and services

*Must be able to pass a drug screening and criminal background check

*Ability to work in an office environment, always maintaining a professional attitude and appearance