IT Support Technician - EST ZONE AREA

SUMMARY

Responsible for providing technical end-user support related to Enterprise Microsoft Windows and Apple endpoints, including associated software & hardware for internal staff. Triage trouble tickets to resolution or escalation and respond to queries. Also, isolate problems, and implement solutions with guidance of senior technicians and engineers. This position is a full-time, fully remote position covering the 8am-5pm EST time zone. 

PRIMARY RESPONSIBILITIES

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Resolve, update and/or route trouble tickets to the appropriate team.
• Respond to queries either in writing or over the phone.
• Help train users on best practices
• Maintain daily performance of computer systems.
• Troubleshoot issues to determine root cause.
• Walk customer through problem solving process.
• Run diagnostic programs to resolve problems.
• Install, move, or replace computer peripherals including cable management
• Follow up with customers to ensure the issue has been resolved.
• Gain feedback from customers about computer usage.
• Run reports to determine malfunctions that continue to occur.

QUALIFICATIONS

• Associate's degree in computer science or equivalent work or educational experience required. 
• MCSA or similar certification a plus.
• Minimum 5 years of experience Windows Desktop, Apple Enterprise, and Android Enterprise. 
• Experience with MDM software and M365 a plus.
• A security minded approach to technology to protect users and the organization as a top priority. Security+ or similar certification a plus.
• Strong troubleshooting and problem-solving skills including the use of standard and specialized Microsoft tools including performance monitoring.
• Strong understanding of MS Active Directory, shared storage, GPO, SCCM, Roaming Profiles, Folder redirection, permissions, and common productivity applications.
• Deep understanding of user endpoint hardware components, printers, and scanners.
• Basic knowledge of network components (Ie. Switch, Router, Firewall, Load Balancer) 
• Working knowledge of network functions (TCP/IP, Routing, ACLs, VLANs, Wi-Fi, DNS)
• High-level of attention to detail with strong written, verbal and presentation skills.
• Excellent communication, customer support and interpersonal skills.
• Ability to lift to 50 lbs. and work under desks as required.
• Full-time hours required, with additional hours as necessary including weekends and holidays.
• High ethical standards and willingness to learn.
• Ability to interact and be adaptable to customer needs. 

 COMPENSATION

• Hourly Range*: $28.85 - $38.46 per hour
• Actual compensation may vary from posting based on work experience, education and/or skill level.
• * The hourly or salary range is the range Warner Pacific in good faith believes is the range of possible compensation for this role at the time of this posting.  The Company may ultimately pay more or less than the posted range. This range may be modified in the future.  No amount is considered to be wages or compensation until such amount is earned, vested, and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
• We offer a range of market-competitive benefits that include merit increases, paid holidays, Paid Time Off, medical, dental, vision, short- and long-term disability benefits, 401(k) + match, and life insurance.