About this role
Support Technicians deliver front-line technical support to end users, troubleshoot server and network systems, and coordinate on-site remediation when needed. The role includes repairing software and peripheral configurations, maintaining ticket accuracy, communicating professionally with customers and leadership, and meeting CJIS background requirements for secure access.
Key Responsibilities
- Provide front-line technical support and troubleshooting for end users
- Troubleshoot server and network systems
- Perform software and peripheral equipment configuration repairs
- Escalate complex issues to senior staff members
- Complete tickets to company standards and coordinate training/orientations
Technical Overview
The position focuses on end-user support with server and network troubleshooting, plus repairs involving software and peripheral equipment configurations. It requires disciplined ticket handling and escalation to senior staff, with cross-functional coordination via Microsoft Teams.
Ideal Candidate
The ideal candidate is an IT Support Technician who provides front-line technical support for end users, troubleshoots server and network issues, and manages customer-facing tickets with strong attention to detail. They communicate professionally with users (including executives), use Microsoft Teams for cross-functional coordination, and are able to meet strict CJIS fingerprint-based background check and ongoing CJIS eligibility requirements.
Must-Have Skills
Communicating effectively with co-workers cross-functionally via Microsoft TeamsExtraordinary focus on customer serviceKeen ability to problem solveAbility to interact in a variety of situationsincluding customer serviceorientationstrainingand networkingSuccessful completion of a criminal background checkPass a Criminal Justice Information Systems (CJIS) fingerprint-based background checkMaintain CJIS eligibility
Tools & Platforms
Microsoft Teamsphone supportticketing system (tickets)
Required Skills
front-line technical supporttroubleshoot server and network systemsdispatch to on-site clientsrepairs to software configurationsrepairs to peripheral equipment configurationsescalate issues to senior staffprofessional verbal communication skillsprofessional written communication skillsMicrosoft Teamsextraordinary focus on customer serviceproblem solvetraining end userscriminal background checkCriminal Justice Information Systems (CJIS) fingerprint-based background checkmaintain CJIS eligibility
Hard Skills
Front-line technical supportTroubleshoot server and network systemsDispatch to on-site clientsRepairs to software configurationsRepairs to peripheral equipment configurationsEscalate issues to senior staff membersTicket completionProvide support over the phoneProvide support in-personNetwork troubleshootingServer troubleshootingSystem access background check eligibility (CJIS)
Soft Skills
Professional verbal communication skillsProfessional written communication skillsFriendly and positive supportPersonal touchProblem-solvingStrong decision-makingMulti-taskingPlanning skillsCustomer service focusAttention to detailTeam collaborationAbility to work independentlyTraining end usersTraining new team membersAbility to learn and absorb new skills and informationCross-functional communicationClient communication (including C-Level or Executive client contacts)
Keywords for Your Resume
IT Support TechnicianSupport Technicianfront-line technical supporttroubleshoot server and network systemson-site clientsrepairssoftware configurationsperipheral equipment configurationsescalating issuescustomer serviceticketsattention to detailMicrosoft Teamsphone and in-person supportcriminal background checkCriminal Justice Information Systems (CJIS)CJIS fingerprint-based background checkCJIS eligibilityFelony ConvictionsFelony Deferred AdjudicationClass A & B Misdemeanor Deferred AdjudicationClass B Misdemeanor ConvictionsOpen ArrestFamily Violence Convictionstraining of end usersorientationsnetworking
Deal Breakers
Must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check and maintain CJIS eligibility, Felony Convictions, Felony Deferred Adjudication, Class A & B Misdemeanor Deferred Adjudication, Class B Misdemeanor Convictions, or Open Arrest will disqualify, Must successfully complete a criminal background check (and additional checks if required for sensitive information/secure facilities)
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