As a Tier 2 Technician at IT Voice, you'll be a key player in keeping systems and networks running smoothly. With your technical expertise, you'll install, maintain, test, and repair IT infrastructure while providing crucial first-level support. You’ll be the go-to for resolving routine technical issues and ensuring seamless IT operations, making a real impact on the Lakeland community.
Responsibilities:
- Uphold a strong commitment to customer service, ensuring client satisfaction by addressing their needs promptly and effectively.
- Perform general problem solving and assistance on diverse software applications and hardware systems for department users and/or the university community.
- Provide individual and/or group instruction and training to faculty, staff, and/or students on new or updated technologies, while possibly leading lower graded staff and/or student employees performing similar work.
- Coordinate, maintain, and input applicable records such as network users, security, and tracking inventory levels of equipment and materials, ensuring accurate documentation and billing reconciliation.
- Participate in the review, evaluation, and recommendation of solutions relating to hardware and software acquisitions and/or network updates, contributing to the improvement of technological systems.
- Serve as a primary project member on technology projects with moderate scope and impact, providing guidance and integration of other staff work.
- Perform the installation, configuration, and maintenance of computers, workstations, and other related equipment and devices, ensuring their proper functioning, when needed.
- Conduct weekly site visits to clients in the field, when needed, offering on-site technical support and assistance as required.
- Stay updated with current technological developments and trends, maintaining currency of knowledge in the IT field.
Requirements:
- Minimum 3 years of experience in the IT field, demonstrating proficiency in system maintenance and troubleshooting.
- Must live in the Lakeland, FL greater area.
- Working towards or achieved CompTIA+ and CompTIA Network+ certifications, showcasing your technical expertise.
- Knowledge of a wide range of computer systems software, applications, hardware, networking, and communications, enabling you to address diverse technical challenges.
- Ability to provide functional direction to other technical support staff and/or student employees, leveraging your experience and expertise.
- Strong interpersonal and communication skills, allowing you to effectively interact with a diverse community and provide technical guidance.
- Good driving record and ability to lift up to 70 pounds, facilitating occasional site visits and equipment maintenance.
- Ability to analyze and resolve computer problems efficiently, ensuring timely resolution of technical issues.
- Commitment to achieving team goals, including weekly hours, utilization rates, and customer satisfaction targets.
Additional Information:
- Please include a brief cover letter with your resume, explaining your interest in joining IT Voice.
- We value teamwork and collaboration and expect all team members to contribute to a positive work environment.
- This position is full-time, and salary will be commensurate with experience.
- Benefits include 401(k), dental insurance, health insurance, life insurance, paid time off, travel reimbursement, vision insurance, and work-from-home flexibility.
- Work schedule is Monday to Friday.
- This is a Hybrid role based in Lakeland, FL.
- We are also a Team – so if it would bother you to take out the trash one day, it’s probably best you don’t apply.
Goals:
- Strive for 80%-100% monthly utilization per team member, maximizing efficiency and resource allocation.
- Target a monthly CSAT score of 95.0 to ensure high levels of customer satisfaction.
- Ensure tickets are closed within 3 days of creation, maintaining a swift response to client needs.
Job Type: Full-time
Salary: $50,000 - $60,0000
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Travel reimbursement
- Vision insurance
- Work from home
Schedule: Monday to Friday
Work Location: Hybrid, Lakeland, FL
Company Website: www.itvoice.com