compensation: Between $35 / $55,000 depending on Skill-set and abilities.
employment type: full-time

Level II/Level III IT Support Technician

SUMMARY: The IT Support Technician’s role is to support SMB end-users and their IT systems in day to day operations, maintenance and upgrades. This includes receiving, prioritizing, documenting, and actively resolving end user help requests, as well as working on systems upgrades, PC and server replacement, supporting infrastructure and firewalls. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. Candidates are not expected to know all required skill sets, but are expected to be actively willing to learn new system, process and be open to expanding their IT Skillset.

Essential Job Functions — Responsibilities

Field incoming help requests from end users via both telephone and e-mail in a courteous manner
Document resolutions of issues
Build relationships with clients and work to get issues details from a wide range of help desk customers
Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced IT staff member
Record, track, and document the help desk request/Service Ticket and provide timely follow up and resolution to the client.
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
Identify and learn appropriate software and hardware used and supported by the organization
Perform hands-on fixes at the desktop level, server, and client’s place of business, including installing and upgrading software, installing hardware and configuring systems and applications
Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals with the use of automated tools when available.
Test fixes to ensure problem has been adequately resolved
Perform post-resolution follow-ups to help requests
Evaluate documented resolutions and analyze trends for ways to prevent future problems
Maintain current and accurate documentation to assist yourself, your team, and the client in speedy resolution of issues.
Some Travel (Cleveland area) required.
Education — Experience — Qualifications

3 Years minimum IT support systems experience (Primarily Windows based environments)
Knowledge of basic computer hardware, including pc deployment and troubleshooting
Experience with Windows desktop and server operating systems (Windows XP, 7, 8, 8.1 and Server 2003, 2008/R2, 2012)
Working knowledge of a range of diagnostic utilities and networking (TCP/IP basics)
Familiarity with wireless networking, Concepts, and principals.
Develop good working relationships with a wide variety of end users
Ability to work with remote users both home offices and remote offices
Ability to work with vendor for service calls
Ability to work with a broad range of clients and industries
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
Strong organizational and documentation skills
Ability to conduct research into a wide range of computing issues as required
Ability to absorb and retain information quickly
Experience — Bonus Points for these

Understanding and exposure to Active Directory Management
Understanding and use implementing Group Policy Objects
Understanding of Firewall rules, ACLs and basic routing and switching concepts
Familiarity with and experience implementing virtualization solutions using either (or both) Hyper-V and VMware solutions.
Experience with a RMM management and remote access solution
Scripting Experience

Compensation: 35,000 to 55,000 USD Annually

EMC Computers is a local SMB focused IT service provider of outsourced and MSP IT services. We pride ourselves on building strong relationships with our clients and our relaxed and family like work environment. We’re informal but dedicated and focused on delivering superior service and support to our client base while growing our knowledge, skills and areas of expertise.

EMC Has been established for over 20+ years and enjoys continued growth on a year to year basis. We do provide health benefits and the opportunity for profit sharing.

EMC is generally recognized in our immediate area and the most established and respected SMB IT service provider. Feel free to read the reviews clients provide. If you pride yourself on work well done and delivering a quality that exceeds those around you, you’ll find a good fit here.