Dedicated IT

Support Engineer

• Handle support tickets and resolve client issues within SLA requirements
• Field incoming calls and assist with emailed tickets as needed
• Collaborate with clients, the Service Delivery Manager, Team Lead, Escalation Engineer, and POD teammates to provide top-quality service
• Work on a variety of basic to complex issues requested by end users
• Create tickets, document detailed notes, and accurately track time
• Update technical documentation in the appropriate system
• Own and work email tickets when not answering calls or when requested
• Escalate requests or tickets with detailed notes, attempted remediations, and recommended next steps
• Train, mentor, and assist Support Technician I teammates
• Identify possible major incidents and notify the Team Lead or Service Delivery Manager immediately
• Find alternative workarounds when established procedures do not resolve the issue
• Train users on supported software and hardware
• Assist clients with business line software installation and related infrastructure or end-user services
• Coordinate with vendors for client-related support ticket resolution
• Ensure all cases are followed up on in a timely manner
• Provide timely and professional updates to clients
• Assist in training new employees
• Collaborate on client projects with fCIO and POD teammates
• Provide periodic onsite support for the Columbus client environment as needed

IT Support Technician II

• Handle support tickets and resolve client issues within SLA requirements
• Field incoming calls and assist with emailed tickets as needed
• Collaborate with clients, the Service Delivery Manager, Team Lead, Escalation Engineer, and POD teammates to provide top-quality service
• Work on a variety of basic to complex issues requested by end users
• Create tickets, document detailed notes, and accurately track time
• Update technical documentation in the appropriate system
• Own and work email tickets when not answering calls or when requested
• Escalate requests or tickets with detailed notes, attempted remediations, and recommended next steps
• Train, mentor, and assist Support Technician I teammates
• Identify possible major incidents and notify the Team Lead or Service Delivery Manager immediately
• Find alternative workarounds when established procedures do not resolve the issue
• Train users on supported software and hardware
• Assist clients with business line software installation and related infrastructure or end-user services
• Coordinate with vendors for client-related support ticket resolution
• Ensure all cases are followed up on in a timely manner
• Provide timely and professional updates to clients
• Assist in training new employees
• Collaborate on client projects with fCIO and POD teammates
• Provide periodic onsite support for the Bozeman client environment as needed

• Handle support tickets and work to resolve client issues within SLA times
• Work with team, Service Delivery Manager, and Team Lead to provide top quality service
• Work on a variety of basic to complex issues requested by end users
• Create tickets, document detailed notes, and accurately tracking time
• Update technical documentation in system
• Own and work email tickets when not answering calls or when requested
• Escalate requests or tickets to Team Lead with detailed notes of attempted remediations and recommended solutions
• Train/Mentor and Assist Support Technician I's
• Identify possible Major Incidents and notify Team Lead/Service Delivery Manager immediately
• Find alternative workarounds to problems when established procedures fail
• Train users in supported software & hardware
• Assist clients with the installation of business line software and related services for infrastructure or end-user
• Vendor management for client related support ticket resolution
• Ensuring all cases are followed up on in a timely manner
• Provide timely updates to clients
• Assist in training new employees

After Hours IT Support Technician II

• Help clients manage their technology
• Support employees and respond to day-to-day support needs
• Field incoming calls and assist with e-mailed tickets
• Assist and mentor Support Technicians I
• Handle support tickets and work to resolve client issues within SLA times
• Create tickets, document notes, and accurately track time
• Escalate requests or tickets to Team Lead with detailed notes
• Train users in supported software & hardware
• Vendor management for client-related support ticket resolution