IT Technician

Job Title: IT Support Technician

Reports To: The IT Support Technician will report to the Client Services Supervisor Client Services Manager IT Supervisor/Manager or equivalent leadership.

Job Overview:

The IT Support Technician performs duties that include being a reference point for all IT related queries at the user level responding to user needs in a timely manner and ensuring the optimal running of all systems among other technical duties. This position is focused on problemsolving using a high level of technical skill.

Overall this position continuously offers the highest level of service to all client and SPS employees while maintaining a professional image of the company by providing prompt courteous and efficient service.

Duties and Responsibilities:

• Analyzes issues and formulate solutions.

• Troubleshoots system application and hardware issues.

• Ensures customer is updated on ticket progress.

• Works directly with customers to solve problems.

• Utilizes internal IT Knowledge Base to both provide and find solutions to known issues.

• Uses external information to research and resolve issues when needed.

• Consistently updates the ticket tracking system with status and fixes.

• Properly escalates issues to necessary parties as required.

• Performs routine system maintenance on laptops and desktops.

• Tracks computer assets according to organizational standards.

• Performs backups and restores.

• Performs configuration of hardware including drives network interfaces memory processors and peripherals.

• Performs installation and configuration of software including operating system patches and 3rd party products.

• Maintains established computer standards and participate in testing new standards

• Proactively seeks out additional work during downtime.

• Builds professional relationships with customers and other teams.

• Maintains professionalism and composure when interacting with all employees.

• Trains backup and providing guidance on policies and procedures.

• Determines what additional support is needed when handling sensitive inquiries.

• Provides exceptional customer service to client.

• Provides reception or concierge (front of office) or mail (back of office) coverage as needed.

Competencies:

• Strong verbal and written English communication skills.

• Exemplary communication and followup skills.

• Knowledge and application uses for Mac and PCs.

• Hardware and Software knowledge/skills.

• Very strong technically fix and handle more issues internally engages with our vendors to schedule repairs when necessary continually visits the assigned spaces ensuring all equipment is up and running willing to work after hours when sporadically asked.

• Anticipates ahead for potential issues eyes and ears open for new IT opportunities investigating new technology and raising it to attention of IT team leaders.

• Has excellent customer service skills ability to understand the business and clearly relay in laymans terms and build relationships.

• Ability to work independently or in a team environment.

• Ability to multitask.

• Excellent presentation and interpersonal skills.

• Excellent written and oral communication skills.

• Strong interpersonal skills with heavy focus on customer service.

• Demonstrate sound written oral and organizational skills.

• Collaborate with local and remote teams using provided tools.

• Consistently share solutions with peers.

• Comfortable training both small and large groups of people on new IT solutions.

Qualifications and Education Requirements:

• High School Diploma (or equivalent) required. Preference in higher level degree preferably in in Computer Science Information Systems or equivalent program.

• 13 years prior IT work experience.

• IT certifications preferred such as: ACMT ACSP ACTC MCP CNA CCNA A Network.

• Experience with Mac and PC computers.

• Ability to work assigned work hours determined by manager.

• Excellent organizational and time management skills.

• Analytical abilities and aptitude in problemsolving.

• Superb written and verbal communication skills.

• Current knowledge or ability to learn computerbased systems required for functions of position.

• Required to maintain an overall professional appearance and attitude.

• Adhere to all policies and procedures required.

Physical Demands:

• Fine and/or gross motor skills including the ability to grasp lift and/or carry or otherwise move packages on a standard wheeled cart with a load capacity of 60 lbs.

• Ability to walk bend kneel stand and/or sit for an extended period of time.

• Manual dexterity required for operating office machinery (phone copy machines binding equipment etc.).

• Physically able to talk on the phone and input data simultaneously.

• Ability to lift or move 40 lbs. or greater frequently.

• Specific vision abilities required by this job include close vision distance vision ability to adjust focus and ability to match or detect differences between colors including shades of color and brightness.

Travel: None or Negligible

Other Duties:

This job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.

WHAT WE OFFER

• Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities!
• Learning & Development: At SPS we promote a work culture of learning so that you can develop to be the best at what you do!
• We Recognize Talent: We offer a variety of recognition programs for all levels of employees!
• Benefit Offerings:Medical Dental Vision HCFSA DCFSA HSA Commuter Transit and Parking Supplemental Life Insurance Accident Insurance Critical Illness Hospital Indemnity Legal Program Identify Theft Protection Pet Discounts Pet Insurance Group Home and Auto Insurance EAP Short Term Disability Life Insurance Education Discounts 401k w/ matching Entertainment Discounts & Paid Time Off.
  • Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering.

About SPS

SPSis an awardwinning employer of choice offering outsourcing solutions that leverage Intelligent Automation (Artificial Intelligence & Robotic Process Automation) in more than 22 countries across the globe.

In North America our services include Mailroom Management (both physical and digital) Office Services such as Reception Lobby Concierge and Conference Room Management in addition to Document Processing Services utilizing leading edge technologies. Our clients today are companies in sectors such as banking insurance legal higher education advertising and other professional services including many Fortune 500 companies.

SPS is committed to delivering high caliber outsourcing experience to our clients and offering our employees challenging and exciting career opportunities throughout the North America region and globally. SPS is committed to investing in the professional development of our employees and offers competitive comprehensive benefits and diverse development training programs that lead to building careers.

At SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people applicants and employees by promoting a culture of access inclusion equity and diversity.

SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race color religion sex sexual and reproductive health choices national origin age disability genetics military status gender identity or expression sexual orientation and/or any other status protected by law.

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