Service Technician

Job Summary:

Provide onsite and remote desktop support to our clients who have critical response time requirements for their business technology systems. You will work independently to answer service desk calls, urgently analyze technical issue(s), troubleshoot over the phone and via remote log-in, and escalate problems to Level 3 support when appropriate. You will multi-task to support a variety of network and end-user environments with executives, business owners, managers and end users. You must demonstrate superior communication skills to respond to diverse clients with urgent needs while recognizing they are looking for solutions, not technical explanations. The Service Technician exhibits an entry to medium level degree of technical knowledge that can be applied to customer’s technical issues and problems. This position is one of the preliminary levels of support for client desktops, printers and infrastructure. The Service Technician will assist other technical staff members in resolving issues. The Service Technician will be expected to maintain RKL’s positive reputation with existing clients through exceptional service delivery. You will also perform service and preventative maintenance activities on products, and assists in installations and deliveries. Other projects may be assigned.

Duties and Responsibilities:

  • Technical
    • Manage, maintain, troubleshoot and support our users’ desktops and IT environment.
    • Identify, document and troubleshoot users computing issues to resolution while maintaining customer satisfaction.
    • Utilize RKL software and other service-specific tools and technologies to deliver onsite and remote user support services.
    • Update service order information with accurate documentation of all activities conducted.
  • General
    • Develop and maintain relationships with customers that further enhance RKL’s positive reputation through exceptional customer service.
    • Maintain a professional and clean appearance.
  • Professional Development
    • Participate in ongoing training and attainment of various manufacturer and software certifications.
    • Develop personal skills to work efficiently both, individually and as a member of the Service Department.
    • Participate in company-sponsored job related activities.

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies:

  • Business Ethics – Treat people with respect; Keep commitments; Inspire the trust of others; Work with integrity and ethically; Uphold organizational values.
  • Communications – Express thoughts clearly in written form; Articulate verbal thoughts understandably; Demonstrate active listening skills; Comprehend information heard; Use appropriate communication methods; Keep others informed.
  • Conflict Resolution – Maintain calm under pressure; Encourage respectful dialogue; Confront difficult situations without bias; Act within realistic timeframe for resolution; Resolve conflicts through fair negotiation.
  • Consistency – Follow through as promised; Confirm people know each other’s expectations; arrive to and complete meetings on time; Meet with direct reports in-person or by phone regularly; Change decisions rarely.
  • Cost Consciousness – Save money without lowering quality of service; Perform within approved budget; Conserve RKL’s and customer’s resources; Develop profitable new revenue streams; Identify new ways to lower costs.
  • Managing Multiple Priorities – Manage multiple commitments and/or projects; Plan and utilize time efficiently; Respond to changing customer needs; Resolve conflicts to deliver on schedule; Complete work in order of customer priorities.
  • Problem Solving – Identify problems in a timely manner; Gather and analyze information skillfully; Develop alternative solutions; Resolve problems in early stages; Work well in group problem solving situations.
  • Teamwork - Contribute to a positive team effort; Balance team and individual responsibilities; Listen attentively and openly to others’ views; Give and sincerely accept feedback; Help the team stay focused on key objectives;
    Resolve team conflict before it escalates; Place the team’s success above own interests.
  • Troubleshooting – Anticipate problems; Demonstrate critical thinking skills
    Communicate with customers as promised; Use diagnostic tools efficiently and effectively; identify, test and implement logical solutions; Follow RKL’s troubleshooting procedures.
  • Knowledge Advancement & Learning – Attend required training sessions on a regular basis; Strive to learn new products and technologies on his/her own time; Identify and help/teach other technicians when needed; Accept and implement new technology concepts and methods according to company standards and approval processes; Question and Resolve inconsistencies in work according to company standard operating procedures; Achieve training as required under RKL’s training policy.

Skills & Qualifications:

It is impossible to list all of the skills and qualifications that an individual will need to efficiently perform in this position, but we have listed general skills and qualifications that individuals should have or should be striving to achieve in order to be qualified for this position.

  • Education
    • High School Diploma and or Associates degree in Computer Science, Information Technology, Business Technology, related field of study, or equivalent work experience.
  • Technical Skills
    • Proficiency in supporting Windows XP, Vista, and Windows 7.
    • Desktop software such as Microsoft Office Suites
    • Basic Server support skills and understanding of Windows 2003 and 2008
    • Networks, internet connection issues, as well as be able to configure network devices such as routers. Wireless access points, switches.
    • Basic desktop VPN connectivity troubleshooting and configuration (Cisco, SonicWall, OpenVPN, IPSEC)
    • Security software such as Anti-virus, Anti-SPAM, Anti-Spyware, and other security related technologies.
  • Licenses & Registrations
    • Valid driver’s license
    • Proof of automobile insurance required
    • Reliable and suitable transportation that can be used as required to perform job duties, such as a car, SUV, pickup, or minivan. Motorcycles are not acceptable.
  • Other Skills & Abilities
    • Able to work independently and as part of a team
    • Must be prepared to travel as required
    • Exceptional written and oral communication skills required
    • Self-Motivated
    • Should enjoy learning new things
  • Experience
    • Experience in working as a help desk, service technician or related position.
  • Values Qualifications (not required)
    • 2 or more years of relevant work experience
    • Experience as part of a Microsoft Partner organization
    • Experience working for a managed services organization

Certification Requirements:

Microsoft MCP or working towards Certification

RKL & Associates offers higher than average salaries and excellent benefits.

Email your resume with salary requirements to employment@rklcom.com. You must live in the local area or within a 45 minute commute to Winsted.