Job description

If interested in this opening, please visit www.1stsource.com/about/career-opportunities to submit your application through our applicant tracking system.
POSITION SUMMARY
The Technician II role provides technical support to employees within the organization in matters related to information technology. This position provides first line phone and remote technical support, escalated incidents and training on basic computer hardware, software, and peripherals. Solve basic and intermediate technical problems with the use of technology tools (ex. knowledgebase). Works with other IT team members to resolve problems in a timely fashion. Adhere to all security policies and enforces policies related to network and technology.
RESPONSIBILITIES

• Answer help desk calls and enter support tickets
• Provides support and resolution of escalated incidents
• Provide guidance and support end-users on how to operate software and computer equipment.
• Track, route, and redirect problems to correct resources
• Walk end-users through problem solving process
• Follow up with customers, provide feedback and see problems through to resolution
• Enter, update, resolve, close, and escalate tickets
• Install, troubleshoot, and update software applications
• Create and update technical documentation
• Other miscellaneous tasks as necessary

QUALIFICATIONS

• 2-4 years of experience as an IT (Information Technology) Technician, Help Desk Support, or relevant position
• Ability to prioritize tasks to meet deadlines
• Strong knowledge and troubleshooting of software/hardware
• Strong knowledge and troubleshooting of Microsoft Office Applications (MS 365).

SKILLS

• Strong client-facing and communication skills
• Customer service orientation
• Strong troubleshooting and multi-tasking skills

EDUCATION

• Some college preferred.
• Certifications required: HDI, A+, MCP, Network +. *Or achieve within first year

TRAVEL REQUIREMENTS
Ability to travel to all locations as well as ability to travel overnight, as needed for meetings, projects, seminars, etc.

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. Reasonable accommodations may be made to enable individuals to perform the essential functions. While performing the duties of this job, the employee is required to sit, stand, and walk; use hands and fingers to operate keyboard and other office equipment; reach with hands and arms; and talk or hear. The employee is occasionally required to stoop or kneel. The employee may occasionally lift and/or move up to 10 pounds.
EQUIPMENT

Laptop, PC, fax, phone, MFD’s, routers, switches, and standard office equipment.
Equal Opportunity Employer M/F/D/V

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Work Location: One location

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