• Local IT managed services provider looking for talented IT support professionals!

    Vysion Technology Solutions
    Job Description

    DESCRIPTION

    Overview and Background

    Vysion Technology Solutions, LLC (VysionTech) specializes in protecting, supporting and managing Information Technology (IT) systems for central Ohio businesses and the people who manage them.

    We implement a full portfolio of IT solutions to fit any business and any need. We help clients reduce IT costs, streamline IT operations, boost operational effectiveness, increase customer satisfaction, and secure their business, by:

    • Providing effective Help Desk and tech support for staff and/or customers
    • Protecting them with proper Anti-Virus and Malware resources
    • Remotely Managing & Monitoring their IT equipment and resources (incl cell phones)
    • Timely deployment of technology and Patch Management & Software Updates
    • Developing and implementing an IT Security Policy and Enforcement standard
    • Enabling Email Communications between devices, systems and services
    • Insuring Continuity and availability of IT resources
    • Serving as the first point of contact for customers seeking technical assistance over the phone or email
    • Performing remote troubleshooting through diagnostic techniques and pertinent questions
    • Determining the best solution based on the issue and details provided by customers

    Need

    VysionTech is looking for an IT Client Support Associate to support our client help-desk and support ticket systems, and provide ancillary support for projects and consulting engagements as required.

    An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.

    The goal is to create value for clients that will help preserve the company’s reputation and business.

    Basic Purpose/Function of the position is to provide technical help desk support to the user community for all technology deployed by the company on behalf of our clients. Assist end users with support for company-utilized software, Microsoft Windows (and other) operating system software, computer hardware and peripherals and basic computer networking.

    End User support is accomplished primarily by answering phone calls and using remote support tools to connect into end user computers. Calls are to be handled in a timely fashion and escalated as needed for the timeliest resolution.

    The IT Client Support Associate serves as the IT reference coordinator to provide assistance to company users. The position coordinates basic user technical training and remediation activities and oversees the information resources repository of instructional materials for user applications.

    Essential Functions:

    • Answering incoming calls for support
    • Service tracking
    • Testing and troubleshooting hardware
    • Installing software, updating firmware and configuring devices as needed (computers, routers, scanners, copiers, firewalls, printers, barcode readers, etc.)
    • Maintains records, logs and reports of assistance
    • Documentation and testing new software applications
    • Basic NOC functions-resolving alerts, backup errors, up time analysis
    • Provide legendary customer service to all those who need assistance
    • Escalate issues as needed

    Competencies and Abilities

    • Technical Capacity
    • Thoroughness
    • Ability to excel in a high-paced ever-changing environment
    • Hardworking and self-motivated with an ability to work in Teams
    • Excellent analytical and organizational skills
    • Communication Proficiency - Strong interpersonal communication skills
    • 2-4 years of related experience Desktop Support role preferred
    • Knowledge of O365, Windows Apple OS X, IOS and Android Operating Systems and basic networking hardware.
    • Ability to configure Outlook and solve issues such as views, calendar-sharing, email rules, data migration, etc.
    • Experience with Helpdesk ticketing software
    • Knowledge of workstation hardware setup.
    • Experience at professional documentation of Work In Progress (WIP)
    • Learning Orientation
    • Customer-oriented and cool-tempered
    • Use of video conferencing systems and software
    • Ability to communicate technical information, both verbal and written, to a wide range of end-users. Good written and oral communication skills
    • Strong ability to work effectively with various levels of an organization
    • Strong ability to effectively manage multiple tasks simultaneously
    • Strong listening skill to fully understand what an end user’s needs and/or requests are
    • Exceptional ability to work optimally in a fast-paced environment.
    • Demonstrated knowledge using and troubleshooting various applications such as Microsoft Word, Excel, Access, Outlook, and web based applications.

    REQUIREMENTS

    Qualifications:

    • 2-4 years of related experience Desktop Support role preferred
    • Knowledge of O365, Windows Apple OS X, IOS and Android Operating Systems and basic networking hardware.
    • Ability to configure Outlook and solve issues such as views, calendar-sharing, email rules, data migration, etc.
    • Experience with Helpdesk ticketing software
    • Knowledge of workstation hardware setup.
    • Experience at professional documentation of WIP
    • Demonstrated knowledge using and troubleshooting various applications such as Microsoft Word, Excel, Access, Outlook, and web based applications.

    Duties & Responsibilities:

     

    In performing their duties, the IT Client Support Associate must demonstrate composure and professionalism in person and/or on the phone or in online consultations.

    His/her role entails providing excellent service to customers by promptly evaluating, prioritizing, and responding to their requests.

    It also involves assembling peripherals and accessories and installing the right operating systems required.

    His/her tasks may also include addition, removal, and preservation of accounts of users on all servers, including changing of password, resetting of accounts, and removal of accounts of employees whose jobs have been terminated.

     

    • Serve as the first point of contact for customers seeking technical assistance over the phone or email - provide support for 10 - 20 Helpdesk inquiries a day, but not limited to that number
    • Manage, troubleshoot, and document incoming Helpdesk tickets and requests from end users in a courteous manner
    • Active Directory, Exchange and Microsoft 365 user maintenance
    • Deploy and configure user laptops, desktops, servers, switches, printers, routers and other IT equipment.
    • Prioritize problems and incidents and escalate (when required) to the appropriate SME (Subject Matter Expert)
    • Identify and learn appropriate software and hardware utilized by the organization
    • Perform desktop maintenance, including installing, updating, and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
    • Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
    • Perform post-resolution follow-ups to help requests and incidents
    • Provide end-user training IT Policy, Procedures, Fundamentals, Systems and Tools
    • Assist other help desk team members in resolving hardware and software issues as needed
    • Perform IT On and Off boarding tasks, including user websites and password resets
    • Assist with special projects as assigned
    • Accurately account for time spent on daily tasks and projects
    • Perform remote troubleshooting through diagnostic techniques and pertinent questions
    • Determine the best solution based on the issue and details provided by customers
    • Walk the customer through the problem-solving process
    • Direct unresolved issues to the next level of support personnel
    • Provide accurate information on IT products or services
    • Record events and problems and their resolution in logs
    • Follow-up and update customer status and information
    • Pass on any feedback or suggestions by customers to the appropriate internal team
    • Identify and suggest possible improvements on procedure
    • Handle Tier 1 help desk escalations through tickets or phone
    • Follow up on outstanding requests and ensure timely resolution
    • Create accounts and configure hardware as part of on-boarding process
    • Support audio and video equipment in conference rooms
    • Manage and monitor internal assets to ensure accurate inventory records
    • Thoroughly and professionally document all WIP, client interactions and maintain job notes
    • Other duties may be added and/or assigned as needed

    Experience

     

    • Associate’s degree or related equivalent certifications
    • 2 years+ experience working in a Windows/Mac environment, with experience in an IT environment supporting desktops, laptops, peripherals, and printers, routers
    • Work experience in a service/help desk setting
    • Linux experience a PLUS
    • Tech savvy with working knowledge of office automation products, databases and
    • Good understanding of computer systems, mobile devices and other tech products
    • Ability to diagnose and resolve basic technical issues
    • Windows 7, Mac OS X, Google Apps and Office 365
    • Mac and PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android)
    • Client PC connectivity - ethernet, TCP/IP and VPN
    • File server knowledge
    • Experience with desktop security products
    • Strong customer service and troubleshooting skills
    • Proficient applying tablet, desktop, Server Operating Systems, and all Microsoft applications
    • Possession of advanced knowledge of Wireless technologies and LAN
    • Knowledge of Active Directory and various technical support concepts, procedures, and practices

     

    Knowledge

    • Proficient in the Microsoft platform and software stack.
    • Demonstrate the ability to troubleshoot common IT issues.

    Other Job Requirements

    While an IT Client Support Associate must obviously have an interest in Information Technology and be appropriately qualified and experienced, it is essential s/he have an uncanny ability to anticipate the needs of our clients, and build and provide a sense of confidence and trust with them.

    An IT Client Support Associate will be trusted with confidential client information and access to their proprietary business data. Trust must be built both technically and personally. Therefore attitude, appearance, demeanor, communications ability, consistency, reliability and empathy are as essential as experience and qualifications.

    Lastly, an IT Support Associate will represent VysionTech to our clients. We have worked hard to quickly build a reputation of integrity, honesty, and quality in the IT Managed Services industry. We do not wish to put that reputation at risk. An IT Support Associate must reflect our reputation in their work and service.
     

    • The applicant must have a reliable vehicle and maintain automotive insurance levels as required by the State of Ohio and listed in the Employment Agreement.
    • The applicant will need to pass a criminal background check.
    • The applicant must be bondable.
    • All IT Support Associate must sign an Employment Agreement containing non-disclosure, non-solicitation and not-to-compete provisions.

    Physical Requirements and Appearance

    Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

    While performing the duties of this Job, the employee is regularly required to talk and hear. The employee is occasionally required to stand, walk, reach with hands and arms, use hands to finger, handle or feel and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus and work with computer systems as a primary job function. Employee must work with computer hardware equipment and be able to lift 35 lbs. unaided. Physical presence at the worksite is required.

    Strength – IT Support Associate must be able to safely lift and carry up to approximately 35pounds, such as a computer, printer, box of printer paper, etc.

    Flexibility – IT Support Associate must be able to bend over from the waist and/or bend at the knees to reach the ground in order to service a computer or other hardware component.

    Ambulatory – IT Support Associate must be able to walk at a brisk pace within a client office space, while providing help desk-type of support and services, for upwards of two hours, with limited opportunity to take an unscheduled break to sit or rest.

    Sedentary – IT Support Associate may be required to sit and interact with a computer screen and keyboard for upwards of two hours with limited opportunity to take an unscheduled break to stand and move around.

    Work Environment: This job operates in a professional office environment. The role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. The noise level in the work environment is usually moderate.

    Hygiene – As our clients may maintain an environment sensitive to smells, scents and odors. All IT Support Associate must be non-smoking and refrain from wearing perfume or other scents while on the job when working within a client office.

    Dress Code – Maintaining a professional, business-like appearance is very important to the success of VysionTech. Regardless of the employee’s interaction with clients, customers, suppliers, contractors, or volunteers, each employee projects the reputation of the organization. Part of this impression depends on each employee’s choice of dress.

    VysionTech has chosen to offer a casual dress environment for employees working within the company general offices. Employees are expected to use good judgment and to show courtesy to their co-workers by dressing in a manner that is presentable and appropriate. At all times employees are asked to be cognizant that regardless of their interaction with clients, customers, suppliers, contractors, or volunteers, VysionTech is still a place of business.

    Clothing that is not allowed to be worn by Employees while working includes, but is not limited to, the following:

    • tattered jeans or shorts
    • shirts with language or graphics that are vulgar, sexually explicit, or may otherwise be offensive
    • flip-flops or any type of loose footwear
    • sweat suits
    • see-through blouses or shirts
    • hairnets (unless worn around a food operation or clean room)
    • tank tops, halter tops, clothing that allows bare midriffs, or similar attire

    No clothing item (including cap and hat) is to depict any message or image (such as a band, a sports team, any product or service, any advertising, or anything obscene or explicit).

    Should employees work within a client office or be asked to attend business meetings with clients, they should dress in appropriate business attire. Employees are expected to dress neatly and to exercise common sense in selecting clothing and footwear appropriate for a business environment.

     

    Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

    Exceptions to these policies may be made to accommodate religious or cultural considerations. In the event that the above policy causes religious concerns or concerns based upon any other legally protected class, please contact the Human Resource Department to discuss an appropriate religious accommodation.

    Any questions related to the content of this policy or its interpretation should be directed to an officer of the company.

    Read more and apply here:
    https://vysion-technology-solutions.workable.com/jobs/960143

     

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