IT Service Technician III

Description

As a key member of the IT team, the IT Service Technician III role provides advanced IT user support, account setup, and administration of various IT systems for all Rausch Companies business units and team members. This in-office role reports directly to the SVP of Technology & People, is critical to the efficient operation of the business, and requires regular interaction with all levels of personnel in the organization.

Duties & Responsibilities:

• Provide onsite and remote IT support as required for company personnel
• Provide effective communication for issue resolution with company personnel
• Maintain and improve IT standard operating procedures (SOPs) relating to areas of ownership
• Participate in the testing, implementing, maintaining and controlling of PC/LAN systems
• Provide technical assistance for cybersecurity and phishing prevention and remediation
• Participate in on-call rotation to provide after-hours support (as needed)
• Support the company’s remote access tools, like SonicWall VPN, to ensure secure connectivity
• Perform new hire credential and security set up
• Perform imaging and set up of devices, such as laptops, iPads, and iPhones
• Respond to IT helpdesk support tickets in accordance with established SLAs and close out completed tickets in a timely manner- maintaining a clean and orderly ticketing system
• Track and manage the usage of software licenses
• Maintain inventory of IT assets (ex: laptops, desktops, mobile devices)
• Assist with managing active directory, group policy, and system updates in coordination with System Admin
• Administer cloud-based services, such as Microsoft 365
• Management of endpoint security (ESET) including deployment, configuration, monitoring, and incident response
• Create and program employee ID badges
• Other duties as assigned

Requirements

• Qualified candidates should possess a minimum 3+ years of recent, professional, hands on and over the phone technical support experience
• Excellent Customer Service skills (genuine desire to help customers with issues)
• Strong team player working on both shared and individual assignments
• Technically minded with a focus on customer service
• Experience with malware and virus removal
• Candidates must have in depth knowledge of the Windows OS (Win10, Win11)
• Strong PC hardware troubleshooting/repair skills (preferably on HP and/or Dell devices)
• Ability to troubleshoot common issues with mobile devices (iPhones and iPads)
• Ability to manage user accounts, group, OUs through Microsoft Active Directory
• Experience with problem ticket management systems
• Proven experience with assessing the severity of reported issues and juggling multiple high priority support tickets
• Perform daily operations to maintain business functions

Preferred Qualifications:

• A+, Network+, or MCP Certifications are a plus
• Associate’s Degree or Bachelor’s degree in Information Technology or comparable IT support experience
• Previous experience in a technical support position in a fast-paced environment
• Previous customer service experience
• A strong dedication to quality customer service and a working knowledge of enterprise-wide service delivery procedures
• Hands on troubleshooting experience with common Network connectivity (LAN, DNS, TCP/IP, Wi-Fi) and Remote access
• Strong verbal and written interpersonal and communication skills
• Superior telephone etiquette and an ability to deal effectively with customers, vendors, peers, and management  

Physical Demands

• Lifting up to 20 pounds occasionally and frequently moving small objects
• Frequently sitting for long periods of time
• Walking or standing occasionally
• This position works mostly indoors going outdoors may be frequently required
• Must have manual use of hands and vision to use computer constantly

Employee Benefits

• Medical Insurance – PPO and HDHP Options
• HSA – with eligible HDHP
• Dental and Vision Insurance
• 401(k) – includes company match of up to 5%
• Generous Paid Time Off (PTO)
• Paid Maternity and Paternity Leave
• Adoption Assistance and Leave
• Tuition Assistance
• And More!