<p>#LI-DNI</p> <p>About the Role</p> <p>We are looking for a dedicated IT Support Technician to join our team on a project basis with no set end date. This role is directly tied to the duration of a specific project, with the possibility of transitioning to future projects based on business needs and individual performance. However, continued employment beyond the current project is not guaranteed.</p> <p>Essential Functions and Primary Duties</p> <ul> <li> <p>Provides professional customer service and remote technical support via phone, email, or messaging application for end users, field technicians, and home office and management staff.</p> </li><li> <p>Assists with the installation, provisioning and maintenance of network equipment including routers, switches, managed power devices, and access points.</p> </li><li> <p>Assists with the installation, provisioning, configuration and maintenance of network connected VOIP phone systems.</p> </li><li> <p>Follows documented processes to ensure proper functionality and accurate data.</p> </li><li> <p>Troubleshoots and resolves connectivity and performance issues with broadband circuits including Fiber, Cable, DIA, and Cellular.</p> </li><li> <p>Troubleshoots and resolves issues with PC hardware, software, peripherals, networked printers and all related cables and terminations.</p> </li><li> <p>Assists field service technicians with complete branch office installations and moves.</p> </li><li> <p>Resolves issues or follows proper escalation procedures to ensure issues are resolved in a timely manner.</p> </li><li> <p>Opens and manages tickets for issues and provides regular detailed updates.</p> </li><li> <p>Conduct root cause analysis for recurring issues to prevent future incidents.</p> </li><li> <p>Works with hardware owners and project managers to develop and maintain training materials and documentation for field technicians, end users, and internal department use.</p> </li><li> <p>Serves as a liaison between technical teams and business stakeholders.</p> </li><li> <p>Provides remote training for end users and field technicians on new equipment, processes, and services.</p> </li><li> <p>Provides in-person training on all equipment and documented processes for new hires.</p> </li><li> <p>Assumes responsibility for related project work and duties as required or assigned.</p> </li></ul> <p>Minimum Qualifications</p> <ul> <li> <p>Associates degree from an accredited college or technical school</p> </li><li> <p>Two to five years of prior job-related experience</p> </li><li> <p>Excellent communication, public relations, technical, and troubleshooting skills</p> </li><li> <p>Able to use general office equipment</p> </li><li> <p>Experience with incident tracking software, and the Microsoft Office Suite</p> </li></ul>