IT Onsite Support Technician

Your Tasks

• Provide technical support to users by serving as the first point of onsite contact for internal customers seeking technical assistance.

• Responsible for researching and answering questions, troubleshooting problems, and maintaining workstation and LAN performance.

• Provides answers to customers by identifying problems, researching answers, and guiding through corrective steps.

• Candidate will assist our customers via phone, email, chat & on-site support.

• Must be meticulous and analytical to accurately capture customer interactions and close out submitted trouble tickets in a timely manner. Candidate will escalate and track issues that extend beyond onsite span of control or expertise.

• Manage onsite support tickets within service level

• Respond to customer issues via phone, email, chat & on-site support

• Perform remote troubleshooting through diagnostic techniques and pertinent questions

• Determining the best solution based on the issue and details provided by customer

• Document customer interactions

• Escalate issues to the next Tier with next level of difficulty as needed

• Install, make changes, and repair computer hardware and software

• Monitor site to proactively identify and resolve issues

• Oversee customer communication through to resolutions

Your Profile

• Medical, Dental, Vision, Life Insurance, and Disability Pay.

• 401(k) with company matching up to 6%.

• Paid Time Off, including paid holidays.

• Flexible Spending Accounts.

• Voluntary benefits such as legal and financial assistance, pet insurance, and more.

• Employee Assistance Program.

• Ongoing employee development opportunities including tuition reimbursement, scholarships, and training.

• Commuter benefits.

• Employee engagement activities.

We Offer

• 401K with company matching 6%, vested after 1st anniversary year

• Medical, Dental, Vision, Health, Life Insurance, Short-term and Long-term disability

• Flexible Spending Accounts

• PTO that includes 8 company paid holidays

• Available legal assistance (prenups, wills, child support, divorce, etc.)

• Discounts for entertainment and travel across the US (theme parks, cinema, hotels, flights, etc.)

• Tuition reimbursement

• In-house university with access to 500+ online courses (excel, human resources, management, etc.)

• Access to 3rd party resources (childcare assistance, family therapists, transportation assistance, etc.)

• Monthly engagements that sometimes include free meals (Chick-Fil-A, pizza, snacks, etc.)

Nearest Major Market: Louisville

Job Segment: Technical Support, Network, Technician, Technology