PC Network Technician

Department: Tech Reports to: Service Manager

DiamondIT Simplified

Do you want a career with unlimited growth potential? Do you want to be a member of an exclusive team of IT service professionals where you are treated like family? Do you want to work at an organization where employees enjoy coming to work?

DiamondIT is a modern, forward-looking, IT consulting organization. We specialize in all facets of business technology with an emphasis on solutions, not products. We value hard work, and we listen to and understand our clients’ and employees’ needs. We are a company that nurtures a strong work ethic, values family, and is active in our community.

While “Uncompromised Quality” is fundamental, so is having an enjoyable work environment. From hockey games to fishing trips and theme park thrills, our company puts funds into fun. We also know a balanced life is a healthy life. DiamondIT’s company culture is one you will not want to miss out on. If you are intrigued by the cutting edge of technology and are looking for a company that you can grow with personally and professionally, we want to talk to you. Please email resumes to careers@diamondIT.pro

General Summary

The PC Network Technician is responsible for all first level service and support needs for our customers. This relates to all technology including: workstations, servers, printers, networks, and vendor specific hardware and software.

Essential Duties and Responsibilities

IT Support for Microsoft’s core business applications and operating systems
Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
Basic remote access implementation and support: VPN, Terminal Services, and Citrix
Respond to the remote monitoring and management system alerts and notifications
System documentation maintenance and review in our CRM, ConnectWise
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Attendance and punctuality are essential to the performance of this position

Additional Duties and Responsibilities

Deliver exceptional customer service, perception, and satisfaction
Fast turnaround of customer requests
Ability to work in a team and communicate effectively
Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
Work through a daily schedule in ConnectWise that has been established through the dispatch process
Escalate service issues that cannot be completed within agreed service levels
Responsible for entering time and expenses in our CRM as it occurs
Enter all work as service tickets into our CRM
Understand processes in CRM by completing assigned training materials and blueprints in ConnectWise University
Develop knowledge of the service catalog and how it relates to customer’s needs
Document internal processes and procedures related to duties and responsibilities

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 ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

High School Diploma or GED required
1 year prior work experience in the IT field is preferred
Professional IT Certifications, such as: CompTIA A+, NET+, Microsoft MCP, Cisco CCENT
Technical understanding of operating systems, business applications, printing systems, and network systems
Interpersonal skills: such as telephony, communication, active listening and customer-care
Diagnosis skills of technical issues
Ability to multi-task and adapt to changes quickly
Technical awareness: ability to match resources to technical issues appropriately
Service awareness of all organization’s key IT services for which support is being provided
Understanding of support tools, techniques, and how technology is used to provide IT services
Typing skills to ensure quick and accurate entry of service request details
Self-motivated with the ability to work in a fast moving environment
Ability to travel to client locations on a regular basis
Candidates must possess a valid driver’s license
Candidates may be subject to pre-employment screening: physical, drug screening, background check, and TB test
Must be able to lift 50 lbs.

Benefits

Competitive compensation based on experience and qualifications
401 K / Profit Share / Medical, Dental & Vision Insurance / Holiday & Vacation Pay
Fun working environment and culture
Great opportunity for training and advancement

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.

Interested in becoming part of the team?

Click the link below to send us an email regarding your interest in one of the positions listed. In the email, be sure to include your contact information, the position you are interested in and attach a PDF version of your resume.