Description Position at SBM Management

SBM Management is searching for an IT Support Technician! Provides first line end-user IT support to SBM employees, both locally and remotely. Responsibilities include answering support phone calls and tickets for multiple IT supported services and environments including desktop, mobile devices, networks, telephony, applications, access, and general use questions. Responsible for working through and directing end users towards our helpdesk-ticketing queue. Responsible for escalating tickets that cannot be solved directly or directing to the correct process as required.

    

Responsibilities       

Provide first level support for IT related problems as the first line of contact into IT using technical knowledge and remote support tools to assist.Manage ticket queue triaging & assignment in coordination with higher tier technicians, other IT teams, or other departments.Investigate, document, and attempt resolution of incidents related to systems, access, or application issues, including OS, MS Office, or other SBM supported internal applications.Investigate, document, and facilitate resolution of requests related to systems, access, licensing, or general IT requests in liaising for other IT teams.Provide end user training & guidance in self-service, best practices, applications, and operating system fundamentals.Configure hardware, devices, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements; participate in the PC Imaging process for desktops and laptops.Log all support interactions and maintain operational procedures as detailed in internal documentation, SOPs, and policies.On-call and after-hours maintenance participation may be required.

Key Performance Indicators (KPIs):

Initiative: Ticket Response TimeMetric: Maintain a maximum average response time, measured as the time from assignment to reaching out to the customer, averaged across all tickets handled.Initiative: First Contact Resolution RateMetric: Measure the percentage of support tickets resolved on the first contact without escalation.Initiative: Customer Satisfaction ScoreMetric: Maintaining a minimum satisfaction level for customers of their support issue resolutions, as recorded through post-resolution surveys.

Qualifications      

Associate (2-year) degree, with a technical major, such as computer science, or two years related experience and/or training; or equivalent combination of education and experienceCompTIA A+ or equivalent preferredBasic knowledge of Microsoft products, laptop computers, and mobile devices.Basic knowledge of enterprise computing environments and concepts (E.g. Active directory, networking)Basic knowledge of basic computer administration tools and processes (E.g. Remote-control software)Fundamental understanding of an operating systemAs systems are changed and upgraded it is required to stay current on knowledge of the environment being supportedExcellent customer support skills

Compensation: $23.00 - $24.00 per hour      

Shift: Full time 

SBM Management Services, LP and its affiliates are proud to be equal opportunity workplaces. We are committed to equal employment opportunity regardless of race, sex, color, ancestry, religion, national origin, sexual orientation, citizenship, age, marital status, disability, gender identity, Veteran status, or other legally protected status.