Support Technician II
BlackInk IT exists to provide our business partners with systems and services that complement their business and ensure predictable results from advanced technology in their daily operations. Founded in 1993 as Computer Systems Integration Corp., BlackInk IT provides information technology related services including consulting, project management, managed services, application and cloud based services, business process development, and training. Our comprehensive managed service offerings enable our clients to outsource a variety of IT functions to a dedicated team of professional technology experts. Our commitment to quality, responsiveness, ongoing education and technical diversity has led to long-term partnerships with clients in varied industry groups having specialized business information technology needs.
Do you want to join a team where IT is the focus of the business not just an expense? A place where you can grow professionally and be challenged and rewarded for achieving results? BlackInk IT is seeking highly motivated Information Technology professionals who want to join a team of professionals always striving to deliver the best solutions for our clients. We offer a learning and growth oriented environment that values people, processes, and technology.
Position Profile
The Support Technician II is responsible for handling 2nd level support requests from customers. The position performs diagnostic troubleshooting that helps clients quickly and efficiently get a resolution to the root cause problem. The key position results required:
1. Ensures client requests are within scope of defined services and successfully codes requests based on BlackInk IT processes and clearly communicates options to clients when outside client agreement.
2. Works with service dispatcher to efficiently and effectively diagnose, installs, upgrade and/or performs repairs to hardware, software, and peripheral equipment that achieve high satisfaction levels from client and are performed within suggested time guidelines for the type of problem solved either on-site or remote.
3. Provide support services for client applications that are included in the client agreement.
4. Provide support services for Microsoft related technologies: Windows Server, Exchange Server, SQL Server, and SharePoint.
5. Provide support for data backup strategies and replication
6. Provide Patch Management for anti-malware and virus database updates.
7. Receives high client satisfaction ratings for professional communication and success of solution applied to client support request.
8. Ensures BlackInk IT processes for successful root cause diagnosis and solution implementations are followed as specified for consistent high quality support in all client environments.
9. Determine if problem identified by client could have been prevented and document possible actions for engineering review.
10. Enables faster problem diagnosis and resolution for future similar problems by documenting symptoms reported and final solution that resolved the root cause of the problem so details can be searched and easily retrieved in the BlackInk IT knowledge system. Fully documents all required information in BlackInk IT request system.
11. Demonstrates industry knowledge from training and understanding of key industries supported and supports the rest of the support team as needed to achieve consistent quality results.
12. Effectively escalates service requests that require engineering support and provides engineers with needed information to bring quick resolution to service request.
13. Create and update system documentation as changes occur to the client environment.
Secondary Functions
• Maintaining hardware / software inventory.
• Completing IT documentation regarding IT procedures and equipment.
• Reviewing network monitoring and providing preliminary issue assessment.
• Providing user adds, moves, and changes.
• Client status report generation.
• Ability to work as a team and communicate effectively.
• Update ticket system.
• Perform all other tasks as assigned by management.
Knowledge & Experience
• Excellent technical knowledge of Microsoft Office products, MS 365, Microsoft Operating Systems, Networks, and PC hardware, including desktops, laptops, mobile devices and peripherals.
• Experience with Continuum and ConnectWise a plus.
• Experience with Apple MacBook, iMac, Mac Pro.
• Excellent critical thinking skills to quickly analyze the root cause of a problem and effectively resolve the client technology problems.
• Extensive equipment support experience with hardware and components.
• Active Directory – Create and edit accounts.
• Systems Center Configuration Manager (SCCM/SMS).
• A+ certification, N+ certification, Windows Certification
Personal Attributes
• Effective interpersonal skills and relationship-building skills.
• Strong written and oral communication skills.
• Ability to present ideas in user-friendly language.
• Understanding of the organization’s goals and objectives.
• Self-motivated and directed.
• Keen attention to detail.
• Analytical and problem-solving abilities.
• Ability to work well with all types of people.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to work in a team-oriented, collaborative environment.
• Strong customer-service orientation.
• Interest, excitement and ability to stay current with changing trends in the information technology.
Work Conditions
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components.
• Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.
This work is performed: primarily in the Indianapolis area. Approximately 10% travel outside Indianapolis metro area, Dependable transportation is required. This position requires the ability to lift at least 35 pounds.
For Consideration, please provide the following requested information when applying:
1. Resume in PDF or MS Word format, including dates of employment for work history.
2. Three references who will verify your technical/professional experience.
3. Local job seekers will be considered first. BlackInk IT welcomes out of state or relocating job seekers; however, financial assistance for relocation is not available.
4. Agree to submit to background check.
5. Statement of eligibility to work in the USA. Proof of eligibility is required.
Benefits include
• Competitive salary
• Performance bonus structure
• Medical, dental and vision available
• Short and long term disability
• Training
• Mileage reimbursement
• Limited on call support
• Paid holidays and vacation
We wish to thank all applicants for their interest and effort in applying for this position; however, only candidates selected for interviews will be contacted.
Please submit your qualifications on BlackInk IT website http://blackinkit.com/index.php/introduce-yourself/ or email your qualifications to ENjobs@blackinkit.com. Please note “Job Name” in the subject line. We look forward to hearing from you!
No solicited agency referrals please.