IT Technician

• Identify, analyze, and resolve technical issues involving workstations, mobile devices, operating systems, software, hardware, peripherals, and entry-level server support
• Provide customer support onsite and remotely using connection software
• Thoroughly document and follow up on every customer interaction
• Prioritize and resolve tickets using established SOPs and knowledge-base articles while meeting or exceeding KPI goals
• Troubleshoot advanced desktop issues, VPN connectivity, hardware failures, line-of-business applications, and basic server functions
• Perform hardware repair, maintenance, security tasks, cleaning, component replacement, and diagnostics
• Run network cables, install patch panels, and set up racks/enclosures
• Install, reinstall, repair, and configure operating systems, antivirus/security tools, and office productivity suites
• Back up data and perform system restores
• Test solutions, document work, and provide recommendations for ongoing system health
• Travel onsite to local clients' premises in the Charlotte, NC metro area

IT Regional Service Technician

• Identify, analyze, and resolve technical issues involving workstations, mobile devices, operating systems, software, hardware, peripherals, and entry-level server support
• Provide customer support onsite and remotely using connection software
• Thoroughly document and follow up on every customer interaction
• Prioritize and resolve tickets using established SOPs and knowledge-base articles while meeting or exceeding KPI goals
• Troubleshoot advanced desktop problems, VPN connectivity, hardware failures, line-of-business applications, and basic server functions
• Perform hardware repair, maintenance, security tasks, cleaning, component replacement, and diagnostics
• Run network cables, install patch panels, and set up racks/enclosures
• Install, reinstall, repair, and configure operating systems, antivirus/security tools, and office productivity suites
• Back up data and perform system restores
• Test solutions, document work, and provide recommendations for ongoing system health