IT Support Technician

?This position is responsible for providing remote/onsite technical support related to computer systems, hardware, or software at the client’s business locations. This position will be a client facing resource for Consys Group Inc. and will perform initial and secondary physical analysis and troubleshooting to rectify problems and, if necessary, suggest enhanced products and services to prevent the problem in the future. This could also include project deployments.

Key Accountabilities:

• Collaborating with the Help Desk Technicians, Systems Administrator, Project Coordinator and I.T. Support Specialist to provide onsite assistance to clients.

• Proactively assess clients I.T. infrastructure. Build and provide clients with thoughtful I.T. solutions up to Consys standards and related I.T. advice.

• Complete tickets once assigned, ensuring all notes are documented and tickets are closed out.

• Creation of new tickets as additional work is identified while at the client’s location.

• Notify sales, or appropriate personnel of an additional sale or scope of work quotes to be processed.

• Provide onsite/remote technology support to a broad range of clients.

• Triage and document all issues, troubleshooting steps and final resolution in helpdesk ticketing system with detail.

• Track, resolve and fully document all customer support tickets as assigned.

• Develop and conduct basic training programs on how to use hardware and applications; draft user manuals and/or document process and procedures.

• Perform bench-level hardware troubleshooting and repair as needed.

• Preform any preparation work as needed for customer sites or projects.

• Create (if required/asked for) or read all notes (if provided) on any tickets or project instructions at least 2 days in advance of any onsite job and ensure all necessary tools and products before leaving the office to go onsite.

• Perform preventative maintenance on customers' networks and systems.

• Escalate complex issues to the Systems Administrators as needed.

• Assist the team with technology projects and deployments.

• Communicate daily with customers, coworkers, and management.