IT Support Specialist (Local to Watsonville CA)

Local IT Support Specialist

The IT Support Specialist represents RVS Technology Group both on site at client locations and remotely from the RVS Technology Group facility in Watsonville, CA. The IT Support Specialist resolves issues, performs maintenance tasks, works on assigned tasks to keep the RVS Technology Group clients’ IT assets properly inventoried, clean and organized, and assists end-users with IT related questions.

The IT Support Specialist provides excellent customer service, communicates with clients on a regular basis, makes support decisions in the best interest of the client with respect to the client’s IT strategies, operations, requirements for business continuity and proper use of IT. Work on assigned tasks to properly inventory, maintain cleanliness and organize the RVS Technology Group clients’ IT assets. Expand or repair existing network wiring. Escalates more complex service requests to experienced technicians following the RVS Technology Group escalation process. In addition, the IT Support Specialist strives to become proficient in the technology solutions used and supported by RVS Technology Group in a day-to-day operation.

The IT Support Specialist is encouraged to grow into advanced support roles for RVS Technology Group, which offers professional development opportunities through leading manufacturer training and certification programs. Consistent with all team members, the IT Support Specialist must advocate and promote company values including competence, integrity, enthusiasm, cooperation, and trustworthiness.

Responsibilities:

• Provide remote and onsite helpdesk services to RVS Technology Group clients’ staff.
• Install, configure, organize, properly inventory, troubleshoot, monitor, and maintain computer hardware, software, printers, and network equipment
• Trouble-shoot, test, replace, or reorganize network closets and wiring.
• Set up workstations for new personnel as well as upgrades to existing workstations.
• Diagnose and respond in a timely manner to end user service issues and requests.
• Provide technical support across the company.
• Document issue resolution using the help desk ticketing system.
• Repair and replace equipment, as necessary.
• Maintain inventory of all hardware and software resources as per RVS Technology group standards.
• Support and deliver RVS Technology Group IT security compliance objectives
• Document and share knowledge with members of the IT team
• Deliver excellent service meeting SLA delivery standards and XLA delivery standards.
• Ability to recognize, analyze, and effectively solve problems in a timely, and organized manner following RVS Technology Group and industry best practices and procedures
• Ability to clearly communicate technical concepts to non-technical people
• Ability to work in a team environment
• Ability to work on cleaning, organizing, labeling, and properly maintaining RVS Technology Group clients’ hardware IT assets, network equipment and network cabling at clients’ locations

Regular Duties

• Responsible for time and expense reporting, entering activities in ticketing system, and ensuring that both time records and trouble ticket updates comply with the organization’s high standards.
• Comply with company policies for managing service requests.
• Troubleshoot software and hardware on-line to maintain performance and system uptime.
• Work with more experienced technicians to address issues with hardware, network equipment, wiring and software on LAN/WAN systems
• Assist customers and other RVS Technology Group technicians with resolving problems with computer hardware and software.
• Asist IT Support Specials, Systems Administrators or Systems Engineer with the installation and IT assets management requirements in accordance with established company standards, including but not limited to assembling and installing equipment, configuring networks, configuring software, service calls, troubleshooting systems, and completing project work and paperwork.
• Work directly with the IT Support Specials, Systems Administrators or Systems Engineer in more complex requests and projects as requested by them.
• Ensure efficiency in the field by utilizing available resources such as manufacturer technical support, installation manuals, online help systems, documented SOPs, and co-workers’ experience & expertise.
• Responsible for entering time and expenses in ConnectWise as they occur.
• Participate in on-call rotation, which includes extended and weekend hours, perform on-call duties in accordance with company policy, and perform support and technical duties as assigned by Management.
• Share experience and knowledge with team members to increase effectiveness and suggest improved ways of resolving client problems, assisting other technicians, as needed.
• Other support and technical duties as assigned by Management.

Skills, Experience, and Qualifications

• Experience in supporting PCs and Microsoft Office productivity applications
• Familiar with Cloud Solutions such as: Google Apps, Office 365, and MS Azure
• Excellent customer service and communication skills
• Familiar with TCP/IP, the OSI 7-layer model, and simple network routing and switching technologies, along with experience troubleshooting WANs, LANs, VPNs, and firewalls
• California’s driver’s license and the clearance to be covered under organization-sponsored vehicle insurance program
• Proven experience managing multiple priorities
• Demonstrated ability to be self-driven in a work environment
• Two-year technical degree or two-year related experience
• IT professional certifications and training a plus

Work Remotely

• No

Job Type: Full-time

Pay: $25.00 - $30.00 per hour

Expected hours: 40 – 45 per week

Benefits:

• 401(k)
• Flexible schedule
• Health insurance
• Paid time off
• Retirement plan

Education:

• High school or equivalent (Required)

Experience:

• Help desk: 2 years (Required)
• Windows: 3 years (Required)

License/Certification:

• CDL (Required)

Work Location: In person