| Job Description |
About Data-Tech:
Data-Tech is an IT Managed Services Provider (MSP) providing unparalleled IT solutions to the Greater Tampa Bay Region and beyond since 1996. We utilize a proactive, strategic approach to technology and technology management and are committed to providing a superior client experience. We pair high-level engineering with business acumen to provide best-in-class, enterprise level support and project solutions to our clients that range in size from 2 to 100 employees. We have a proven track record of delivering challenging IT services on time and on budget. We believe a strong corporate culture, talented employees, and adherence to process and teamwork lead to award winning, best-in-class service.
Position Summary:
The Help Desk Technician (Level 2) is the escalation point for junior team members managing complex IT systems like customer LAN’s, WAN’s, Routers Firewalls, server application and technology environments where little or no documentation exists. This position is also responsible for mentoring and training other members of the team.
Essential Duties and Responsibilities include, but are not limited to:
- Reset client passwords in active directory and/or Office365.
- Creating new users in active directory and office365.
- Assign members licenses office apps and assigning to groups, shared mailboxes, and distribution lists.
- Configuring workstations for use as per client request
- Performing maintenance duties on workstations such as clearing space on hard drives or troubleshooting performance issues.
- Checking/adjusting server resources to resolve issues with performance.
- Troubleshooting hardware issues. Monitors, docking stations, USB devices, phones, fax machines, printers, scanners.
- Providing Triage for clients on 3rd party software issues.
- Troubleshoot various problems within Microsoft OS and office products.
- Whitelisting/blacklisting websites in Sophos firewall.
- Spam/phishing email remediation for clients.
- Resolve incoming support requests related to hardware/software troubleshooting, connectivity, user permissions, account settings, servers, firewalls, networking, and various other IT related issues.
- Complete all SI tickets assigned in ticketing queue, following all company policies and procedures.
- Create thorough, clear, and comprehensive documentation for all completed work.
- Ensure clients are updated on the status of their support requests at all times.
- Address and resolve client support requests by troubleshooting, researching, and consulting with other team members and/or departments as needed.
- Follow Data-Tech’s SI Escalation process to resolve high-level support issues.
- Document incident resolutions and update Knowledge Base (KB).
- Create a positive customer service experience from start to finish, ensuring our clients are 100% satisfied with every interaction.
Knowledge, Skills, and/or Abilities Required:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Excellent customer relationship skills
- Ability to work on multiple priorities and/or projects simultaneously.
- Excellent listening and communications skills, both verbal and written.
- Must be organized, detail oriented and self-motivated.
- Provide and maintain detailed documentation on each job.
- Strong computer skills and effectively communicate electronically and on the phone.
- Knowledge in basic networking configurations
- Ability to remain in contact with the client through the completion of the incident.
- Problem-solving abilities and the ability to meet service level agreement requirements.
- Ability to build positive and collaborative relationships.
- Willingness to develop professionally and ability to work with little supervision on a team.
- Have reliable transportation and a valid State of Florida Driver’s License.
- A clean 7-year criminal background check is a requirement for this position.
Education and Experience:
- High School Diploma and 4+ years of relevant experience.
- Associate degree and 2+ year of relevant experience.
Technology Requirements:
(Data Tech offers sponsored training)
- 3CX Operations
- 2X Optimal Client Setup
- Scorpion Interactive Website
- Kaseya
Company Sponsored Certifications you should look to achieve:
- 3CX Certification (YouTube, 3CX Site)
- 2X Certification (YouTube, 2X Site)
- Kaseya CTE
Physical Requirements and Working Conditions:
Must possess the mobility to work in a standard office setting (on site or off), and to use standard office equipment, including a computer, concentration to maintain attention to detail despite interruptions, strength to lift and carry objects weighing up to 50 pounds; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and/ or over the telephone. Must be able to sit/stand for extended periods of time. Must be able to drive a motorized vehicle.
Employee Benefits:
At Data-Tech, we take immense pride in our employees and recognize the value that you bring to the company. Therefore, we aim to provide the best compensation and benefits possible to fulfill your needs and expectations and to help you maintain a comfortable work-life balance. As a full-time employee here at Data-Tech, you will be eligible for the following benefits and perks (waiting periods may apply):
- Paid Time Off (Year 1 – Year 4: 10 days, Year 5 and beyond: 20 days.)
- PTO begins accruing on day 1
- Can use PTO after 30 days.
- Unused PTO carries over to the next year (up to 80 hours)
- 401K Contribution Plan (we match 100% up to 4% of an employee’s annual salary)
- Individual and Dependent Medical Insurance (we pay 50% of individual Silver Tier coverage)
- Individual and Family Dental Insurance
- Individual and Family Vision Insurance
- Life Insurance (100% employer paid)
- BalanceCare (24/7 Confidential Healthcare Services)
- Paychex Flex (Access and edit direct deposit info, pay stubs, health & benefits anytime, anywhere)
- BalanceWorks (Integrated EAP, Work/Life, Fitness Rewards and Wellness Program)
- Flexible Spending Account
- Employee Recognition Program
- Professional Development Program and Employer Sponsored Training/Certifications
- Employer Sponsored Lunches and Events
- Casual Fridays (Wear jeans to work every Friday!)
If you believe you meet the above qualifications and are interested in joining an organization that supports its employees and is committed to helping them reach their full potential, we encourage you to apply now!
Data Tech is an Equal Opportunity Employer. We do not discriminate on the basis of race/color/religion/sex/national origin/veteran status/disability/age/sexual orientation/gender identity/marital status or any other characteristic protected by law. |
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Lietz Development, Inc. 1996. All Rights Reserved.
