Muct be local to WI || IT Technician

Overview

Remote
Depends on Experience
Contract - Independent
Contract - W2
Contract - 12 Month(s)
No Travel Required
Able to Provide Sponsorship

Skills

IT Technician
technology support
ticketing systems
remote support technology tools
maintaining customer communications.

Job Details

Role: IT Technician III

Location:  Remote

Description:
Experience:
REQUIRED
STRONGLY DESIRED
  • At least 5 to 7 years of experience in a customer-facing, multi-tier, technology support role.
  • Experience working with support request ticketing systems, managing ticket updates, completing related documentation, and maintaining customer communications.
  • Experience resolving tickets on first call and when required, following established escalation practices.
  • Experience with remote support technology tools (screen sharing, voice, chat, etc.)
  • Experience providing diagnosis, problem resolution, and support for enterprise applications and systems.
  • Experience establishing and building support workflows and diagrams based on team and customer requirements.
  • Experience supporting networked environments, connectivity standards, security, and related infrastructure and physical layers.
  • Experience supporting computers, printers, networks, servers, and equipment in security compliant data centers and offices.
  • Experience with security frameworks and their application to networked environments.
  • Experience developing and maintaining a service calendar.
  • Experience in non-prime shift, on-call technical support as needed.
  • Strong interpersonal skills and the ability to work with limited supervision in professional office settings as well as virtually on a team.
  • The ability to meet and maintain the State of Wisconsin’s fleet car rental requirements.
  • Strong written and oral communication skills.
  • Ability to lift 50lbs
 
  • Experience working on project-based teams that follow Agile methodologies.
  • Experience with or knowledge of legacy and modern technologies, enterprise-level system design, automation, planning, deployment, security, and administration, system performance monitoring, user directories, virtualization, and network communications.
  • Experience in project management and its associated practices.
  • Experience with inventory management and planning cycles.
  • Experience with vendor management with ordering and warranty support.
Knowledge, Skills, and Abilities:
  • Serve as a point of contact for customers seeking multi-tier technical assistance over the phone, through email, or through the ticketing system.
  • Perform remote support as required to resolve the customer’s request.
  • Manage support tickets in a timely manner, documenting all related work and providing status updates.
  • Develop and modify knowledge base articles that are related to provided solutions.
  • Collaborate with technical teams to plan, install, maintain, and recover network, server, and other infrastructure equipment in DA offices and the data center.
  • Monitor and resolve network and systems connectivity, performance, and security issues to improve reliability and compliance.
  • Develop and maintain diagrams, procedures, and documentation for the proper use and support of DA office infrastructure.
  • Implement infrastructure performance and security improvements based on customer feedback.
  • Collaborate with team members to audit system security to maintain regulatory and policy compliance.
  • Establish and maintain effective working relationships with team, customers, vendors and all others using principles of excellent customer service.
Top required skills:
  • At least 5 to 7 years of experience in a customer-facing, multi-tier, technology support role
  • Experience working with support request ticketing systems, managing ticket updates, completing related documentation, and maintaining customer communications.
  • Experience providing diagnosis, problem resolution, and support for enterprise applications and systems.
  • Experience supporting networked environments, connectivity standards, security, and related infrastructure and physical layers.
Nice to Have Skills:
  • Experience working on project-based teams that follow Agile methodologies.
  • Experience with or knowledge of legacy and modern technologies, enterprise-level system design, automation, planning, deployment, security, and administration, system performance monitoring, user directories, virtualization, and network communications.
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