Technician - II

Technician - II

Overview
The Technician is the first point of contact for the business partners of ETP. As such the Technician answers incoming calls, processes emails and web tickets and tracks all information in the ITSM tool. This includes software, hardware, network, telecommunication systems and basic desktop support matters. In the role, our technicians are responsible for determining the issue, escalating as required, working through a remedy, and then resolving the problem (either personally or through the broader ETP team). Individuals in this position may also install software, updates and upgrades on the computers, workstations and network.

Duties and Responsibilities

• Participate in on call rotation
• Provide accurate and timely updates to work tickets, incidents, and outages
• Develop a command of ITIL service management practices and customization made to standards
• Learn and develop expertise in in-scope applications and platforms for areas supported (e.g., functionality, data, reporting, administration, etc.)
• Receive, ticket, and route end user support issues
• Complete issue resolution
• Document all support outcomes, including resolution and notes
• Participate in updating service policies and procedures (where needed)
• * Assist with commercial and custom system testing and debugging (new releases, features, etc.)
• Communicate status of issues to users (verbally or digitally)
• Learn and develop expertise in in-scope applications
• Provide the support to resolve incidents
• Maintain awareness of system environment to ensure the highest level of service and support to the organization
• Support and maintain knowledgebase with current standards and resolution procedures

• Bachelor's or Technical Degree (computer science, information systems, software engineering or other industry related curriculum).
• Strong communications skills (written and verbal)
• Demonstrated patience and empathy for user community
• Ability to follow instructions
• Strong networking skills, including an ability to leverage relationships to solve problems
• Strong problem-solving skills
• Strong time management skills (i.e. works efficiently)
• Delivers Results
• Change agent
• Collaboration/Teamwork
• Critical Thinking
• Analytical Skills
• Ability to work within a team environment as well as independently

• Possess entry level industry certification(s)
• Excellent verbal / written communication skills, strong attention to detail
• Ability to analyze and solve problems, think outside of the box and grasp technical concepts
• Ability to combine information or data to find relationships among seemingly unrelated events
• Familiarity with ITIL concepts
• Experience with ServiceNow or other support management software
• Experience with Telephony tool

• Comprehensive medical benefits
• Competitive pay
• 401(k) Retirement plan
• and much more!

Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients' business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.

INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

Information collected and processed through your application with INSPYR Solutions (including any job applications you choose to submit) is subject to INSPYR Solutions Privacy Policy and INSPYR Solutions AI and Automated Employment Decision Tool Policy: . By submitting an application, you are consenting to being contacted by INSPYR Solutions through phone, email, or text.