Support Technician

Summary:

This position is responsible for providing technical support to users with computer software and hardware problems and maintaining documentation

Essential Functions:

• Troubleshoot and resolve IT support issues submitted by TMH agencies
• Maintain and build knowledge of supported Line of Business applications
• Maintain website content and make routine updates
• Establish positive relationships with clients face-to-face, by telephone, and by email
• Maintain a working team relationship with agencies and vendors.
• Travel for location support as needed
• Provide documentation and knowledge transfer to other technicians
• Primary Systems: Microsoft 365, Phin, Settlor, Various lines of business applications

Expectations:

• Provide superior client service by resolving problems efficiently and responding quickly
• Ability to work independently and in team settings
• Ability to work efficiently with attention to details and quality of work produced
• Ability to communicate effectively, both verbally and in writing, with staff, clients, and the community
• Ability to establish and maintain working relationships across all levels of TM Holding’s staff and clients
• Ability to effectively work in a high pressure, fast-paced environment and be held accountable for results
• Ability to organize, multi-task, plan and set priorities with minimal supervision
• Ability to handle sensitive and confidential situations or information with poise, tact and diplomacy
• Maintain an attitude of confidence, enthusiasm, and positivity

• High School Diploma or GED is required; some post-secondary education or training is preferred.
• A+ and Network+ certification preferred or comparable secondary education degree
• Minimum 2 years of experience in IT support and customer service
• Demonstrated troubleshooting ability for hardware and software across multiple platforms
• At least 1 year of HTML coding experience.
• Experience with WordPress would be beneficial but not required.
• Prior exposure to professional office environment

Physical Demands:

The physical requirements of this job require occasional lifting of 5 to 50 pounds; the ability to walk, stand, bend, stoop and kneel occasionally and to sit for prolonged periods of time.

Work Environment:

The position functions primarily in an office environment.