Technical Support Services Technician I

PRIMARY RESPONSIBILITIES

Working under direct supervision, the TSS Technician I will:

Build and maintain relationships with clients and other team members.
Install, maintain, and repair desktop hardware, network equipment and PC peripherals.
Maintain daily service calls and meet requested SLA time frames based on client expectations.
Participate in equipment liquidations.
Perform routine maintenance following company and client standards.
Perform software/hardware upgrades.
Provide detailed progress updates in a timely and accurate manner.
Work to ensure physical cabling infrastructure meets desired standards.

KNOWLEDGE AND SKILL REQUIREMENTS

Basic comprehension of networking protocols and concepts such as TCP/IP addressing, and VLANS.
Basic familiarity with network-based PC operating system deployment.
Display a professional, reliable, trustworthy, and positive demeanor.
Have a basic understanding of various versions of Microsoft Windows, Active Directory, Microsoft 365, and Group Policy.
Have basic experience with Microsoft Office applications.
Have organizational skills with strong orientation to detail and ability to follow-through on tasks.
Possess ability to maintain confidentiality of accessed, processed, or stored information.
Possess ability to relay technical information and instruction (written and verbal) to clients with varying ranges of technical knowledge and background.
Possess the ability to troubleshoot, diagnose and solve problems and document all steps taken for resolution including an internal ticketing system.
Able to: 
work and adapt in an evolving-priority environment.
follow processes and protocols. 
meet deadlines and manage multiple tasks simultaneously.
ensure physical cabling meets desired standards.
learn software tools/applications (e.g., asset tracking and ticketing system) 

WORKING CONDITIONS + REQUIREMENTS

Working conditions are normal for an office environment and will require: 

 

Reliable transportation, valid driver’s license, and valid vehicle insurance. 
Local travel and occasional travel to other parts of Ohio or out of state. 
May require occasional evening and weekend work.  
Must be able to lift/carry 50lbs. 
May occasionally require work weeks over 40 hours.