Service Request Technician

Department: US Central - First Call Resolution

Location: Duluth. Minnesota

Description

The Service Technician I 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.

Our People:

Our team members are collaborative, positive, and dedicated to mutual success. Transparency isn't just a buzzword here; it's a commitment to open communication, ensuring every voice is heard and valued. Guided by our core values — Passionately Curious, Own It, Go Beyond, and Serve as One — we're here to create something extraordinary together.

Our Core Focus:

Our team members play a pivotal role in our focus: Serving those who serve with technologies for today and tomorrow that make life safe and simple. With nearly 30 years of specialized expertise, our team goes beyond conventional boundaries, delivering tailored managed services and cybersecurity solutions to our clients.

Your Growth:

We are a growth minded organization that prioritizes development, offering numerous opportunities for career advancement. Rooted in our core value of being Passionately Curious, VC3 offers a dynamic learning environment, emphasizing hands-on experiences and formal development programs that celebrate continuous learning to propel your career forward.

Key Responsibilities

• 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
• Provide end user support to VC3 clients via inbound phone, email, & webchat
• Triage inbound service requests from VC3 clients and determine the appropriate course of action to resolve the issue
• Using an ITIL founded triage model to identify to categorize inbound requests and incidents
• Fulfilling client requested Installs, Moves, Adds, and Changes (IMAC)
• Work with and troubleshoot issues with Active Directory, Exchange and O365
• Assist users with password resets and account unlocks
• Assist users with updating email information (signatures, distribution lists, contact profile)
• Complete user account creations, workstation user profile setup and terminations
• Run and pull workstation reports from our remote management tool
• Investigation of spam/phishing emails, securing compromised email accounts, malware scan/removal
• Troubleshooting of applications
• VPN/Remote access set up and troubleshooting
• Configuring/troubleshooting printers (including scan to folder, scan to email, driver issues)
• Changing folder structure and NTFS/share permissions
• Troubleshooting offline file sync issues
• Troubleshooting DNS issues for domain joined workstations (onsite and remote)
• Mapping network drives
• Missing/deleted email recovery
• Basic server troubleshooting and reboots
• Backing up and wiping old unused workstations
• Troubleshooting workstation performance issues
• Repairing corrupted system files
• Updating Windows/Drivers/Applications
• Best effort cell phone support (ie setup of email on mail app)
• Adjusting phone systems, call forwarding, updating extensions.
• Troubleshooting, best effort support on personal/home network and device issues
• Troubleshooting issues on Windows and macOS.
• Troubleshooting hardware issues (monitors, keyboards, mice)
• Mobile Device Management
• Run diagnostic programs to resolve computer problems.
• Server & Network device management. (Connectivity issues & New user setup)
• Follow-up with clients to assure issue resolution
• Escalate out of scope issues to the appropriate elevated team
  
  

Additional Responsibilities:

• Maintain accurate and up to date documentation through the change management process
• Documentation of new or previously undiscovered applications or processes
• Create basic "How to" guides/instructions for end users
• Maintain accurate and real time up to date timesheets
• Maintain and manage your service tickets and overall service board
• Attend monthly training & team meetings as required
• Participate in the on-call rotation (1 week every 3-4 months)
• Additional duties as required
  
  

Skills, Knowledge And Expertise

• At least 1-year practical experience in a technical support or customer service position or recent technical education experience in a post-secondary environment
• Demonstrable understanding of the following technologies:
• Windows 7, 8, 10, 11
• Microsoft Office Suite (2010 & Newer)
• Microsoft/Office 365
• Windows Server 2008 R2, 2012 R2, 2016, 2019, 2022
• Active Directory
• DHCP
• DNS
• Terminal Services
  

Additional information you will want to know:

• Minimal travel is expected, however some is possible
• Applicant selected will be subject to a criminal and department of motor vehicles background checks and must meet Criminal Justice Information Systems (CJIS) requirements post-employment
• VC3 offers a comprehensive benefit package and 401K/RRSP company matching
  
  

Thank you for your interest in VC3. We appreciate all applications; however, only those candidates selected for an interview will be contacted.