IT Service Technician I
Full time @VC3 posted 1 week ago in Information Technology (IT) Shortlist Email JobJob Detail
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Job ID 12801
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Experience Less Than 1 Year
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Qualifications Degree Bachelor
Job Description
Key Responsibilities
Understand and follow “The VC3 Way”. This is our set of standards and processes that produce a predictable result for the customer. You must be aware of and maintain our standards
Provide end user support to VC3 clients via inbound phone, email, & webchat
Triage inbound service requests from VC3 clients and determine the appropriate course of action to resolve the issue
Using an ITIL founded triage model to identify to categorize inbound requests and incidents
Fulfilling client requested Installs, Moves, Adds, and Changes (IMAC)
Work with and troubleshoot issues with Active Directory, Exchange and O365
Assist users with password resets and account unlocks
Assist users with updating email information (signatures, distribution lists, contact profile)
Complete user account creations, workstation user profile setup and terminations
Run and pull workstation reports from our remote management tool
Investigation of spam/phishing emails, securing compromised email accounts, malware scan/removal
Troubleshooting of applications
VPN/Remote access set up and troubleshooting
Configuring/troubleshooting printers (including scan to folder, scan to email, driver issues)
Changing folder structure and NTFS/share permissions
Troubleshooting offline file sync issues
Troubleshooting DNS issues for domain joined workstations (onsite and remote)
Mapping network drives
Missing/deleted email recovery
Basic server troubleshooting and reboots
Backing up and wiping old unused workstations
Troubleshooting workstation performance issues
Repairing corrupted system files
Updating Windows/Drivers/Applications
Best effort cell phone support (ie setup of email on mail app)
Adjusting phone systems, call forwarding, updating extensions.
Troubleshooting, best effort support on personal/home network and device issues
Troubleshooting issues on Windows and macOS.
Troubleshooting hardware issues (monitors, keyboards, mice)
Mobile Device Management
Run diagnostic programs to resolve computer problems.
Server & Network device management. (Connectivity issues & New user setup)
Follow-up with clients to assure issue resolution
Escalate out of scope issues to the appropriate elevated team
Additional Responsibilities:
Maintain accurate and up to date documentation through the change management process
Documentation of new or previously undiscovered applications or processes
Create basic “How to” guides/instructions for end users
Maintain accurate and real time up to date timesheets
Maintain and manage your service tickets and overall service board
Attend monthly training & team meetings as required
Participate in the on-call rotation (1 week every 3-4 months)
Additional duties as required
Skills, Knowledge and Expertise
At least 1-year practical experience in a technical support or customer service position or recent technical education experience in a post-secondary environment
Demonstrable understanding of the following technologies:
Windows 7, 8, 10, 11
Microsoft Office Suite (2010 & Newer)
Microsoft/Office 365
Windows Server 2008 R2, 2012 R2, 2016, 2019, 2022
Active Directory
DHCP
DNS
Terminal Services
Required skills
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