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Service Technician I Jobs

Company

VC3
Address , Remote
Employment type FULL_TIME
Salary
Expires 2023-11-15
Posted at 8 months ago
Job Description
Leveraging our standard technologies and process, coupled with our people and corporate structure, we deliver a unique end result for our customers. Our clients will experience increased employee productivity, predictability in capital and operating expenditures, reduced downtime and risk, improved employee morale, less lost revenue and enhanced business agility.
The Service Technician is responsible for providing technical assistance to VC3 clients. They are also responsible for responding to client inquiries, running diagnostic programs, identifying problems, and implementing solutions with a defined scope of support.
In order to ensure an exceptional result, you will need to have a clear understanding of the challenges and opportunities our customers face and how our teams as a whole combine to deliver our promise. Providing services in a proactive, professional manner while ensuring key parties are kept informed is critical. We are a data driven company and analysis for decision making and overall strategy is ongoing.
Culture is an integral part of working at VC3. Our company DNA represent the most important values, the ones we live by:
Serve as One
“Serve as One” is the belief that together we are greater than the sum of our individuals, and that teamwork is essential to success.
Passionately Curious
“Passionately Curious” is about challenging the status quo, continual improvement, and constantly learning.
Own It
“Own IT” is about having the courage to do what’s right, resolve to take responsibility, and grit to cross the finish line.
Go Beyond
“Go Beyond” is taking that extra step to create moments that are unexpected but appreciated.
Our Core Focus - “Developing Growth-Minded People” - is about creating excitement and opportunity for those we work with to nurture their growth-mindset.
The “VC3 Way” is our set of people, process and technology, that produce a predictable result for our customers. You must be aware of, and maintain this standard, understanding that it is a living guide; Always updating and always changing based on influence from our team and the needs of our clients.

Here’s what you’ll be responsible for:

  • Run and pull workstation reports from our remote management tool
  • Troubleshooting hardware issues (monitors, keyboards, mice)
  • Backing up and wiping old unused workstations
  • Work with and troubleshoot issues with Active Directory, Exchange and O365
  • Updating Windows/Drivers/Applications
  • Run diagnostic programs to resolve computer problems.
  • Server & Network device management. (Connectivity issues & New user setup)
  • Changing folder structure and NTFS/share permissions
  • Troubleshooting, best effort support on personal/home network and device issues
  • Triage inbound service requests from VC3 clients and determine the appropriate course of action to resolve the issue.
  • 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.
  • Troubleshooting workstation performance issues
  • Mapping network drives
  • Escalate out of scope issues to the appropriate elevated team
  • Complete user account creations, workstation user profile setup and terminations
  • Investigation of spam/phishing emails, securing compromised email accounts, malware scan/removal
  • VPN/Remote access set up and troubleshooting
  • Configuring/troubleshooting printers (including scan to folder, scan to email, driver issues)
  • Assist users with updating email information (signatures, distribution lists, contact profile)
  • Troubleshooting of applications
  • Fulfilling client requested Installs, Moves, Adds, and Changes (IMAC)
  • Assist users with password resets and account unlocks
  • Using an ITIL founded triage model to identify to categorize inbound requests and incidents.
  • Best effort cell phone support (ie setup of email on mail app)
  • Provide end user support to VC3 clients via inbound phone, email, & webchat.
  • Troubleshooting offline file sync issues
  • Troubleshooting issues on Windows and macOS.
  • Missing/deleted email recovery
  • Troubleshooting DNS issues for domain joined workstations (onsite and remote)
  • Adjusting phone systems, call forwarding, updating extensions.
  • Follow-up with clients to assure issue resolution
  • Mobile Device Management
  • Repairing corrupted system files
  • Basic server troubleshooting and reboots
Additional Responsibilities:
  • Maintain accurate and real time up to date timesheets.
  • Participate in the on-call rotation (1 week every 3-4 months)
  • Maintain accurate and up to date documentation through the change management process.
  • Documentation of new or previously undiscovered applications or processes.
  • Maintain and manage your service tickets and overall service board
  • Attend monthly training & team meetings as required.
  • Create basic “How to” guides/instructions for end users

Skills, Knowledge, and Expertise

  • Knowledge of cloud services such as Office 365, Azure, Google Apps and Amazon Web Services
  • VMware ESX server experience
  • Understanding of Client and Server hardware configurations including redundancy and RAID architectures
  • Installation, configuration and maintenance of enterprise backup solutions
  • Knowledge of Microsoft Active Directory infrastructure and maintenance
  • Installation, upgrade, and maintenance of Microsoft Exchange 2013 / 2016
  • Installation and troubleshooting of desktop client applications including Microsoft Office Suite and various antivirus clients
  • General understanding of internet protocols including DNS, SMTP, POP3, IMAP
  • Knowledge of Microsoft server and client operating systems (Server OS: 2012 and 2016; Client OS: Vista, and Windows 7, 8 and 10)
  • Basic TCP/IP troubleshooting knowledge
The following aren't required, but would be great to have:
  • Experience with Storage Area Networks (iSCSI/Fiber Channel)
  • Hyper-V experience
  • Familiarity with router and switch configuration, operation, and maintenance, routing protocols, TCP/IP, network management, network analysis, and network security
  • Citrix experience
  • Microsoft SQL server administration experience

And, here is some additional info you will want to know:

  • VC3 offers great benefits, including:
    • National health insurance coverage with two plan options
    • FSA (flexible spending account) for health and/or dependent care
    • HSA (health savings account)
    • Vision and dental plans for you and your dependents
    • 100% company paid basic life and long-term disability insurance
    • 401k with a company match
    • And more!
  • 100% company paid basic life and long-term disability insurance
  • 401k with a company match
  • Work Schedule: Must participate in paid 7×24 rotation; scheduled work after hours and on weekends
  • FSA (flexible spending account) for health and/or dependent care
  • Applicant selected will be subject to a criminal, credit, and department of motor vehicles background checks and must meet eligibility requirements for access to classified information
  • Vision and dental plans for you and your dependents
  • Minimal travel is expected, however some is possible.
  • And more!
  • HSA (health savings account)
  • National health insurance coverage with two plan options

About VC3

VC3 offers Managed IT Services, Private Cloud Services, Hosted VoIP, Custom Web Applications, SharePoint Consulting, and Website Design & Hosting.

VC3 has more than 25 years of experience providing a full range of Information Technology Solutions and Services to hundreds of municipalities and organizations throughout the United States and Canada. The technologies needed by our customers have changed many times over the years, but our focus has always stayed the same: connect the best technologies with our experienced and talented engineers, programmers, web designers and support specialists to deliver solutions that take our customers to the next level of productivity and results.

We pride ourselves on making IT personal, making IT easy, and getting IT right. And it all starts with our talented team that is committed to raising the bar.