Job description

Gridiron IT is seeking an IT Services Technician to support a program in Kingsford, MI

The IT Services Technician, Level 1 role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.

Responsibilities:

• Provide first contact support of incoming requests to the service desk via telephone, Lansweeper, electronic mail, and Teams chat to ensure courteous, timely, and effective resolution of end-user issues.
• Level one support is responsible for developing and maintaining computer images.
• Liaison with all levels of support, IT Services Manager and Infrastructure as needed.
• Re-image incoming laptops that will be placed back into inventory after terms.
• Follow proper procedure for cleaning and sanitizing prior to re-use.
• Ownership of cell phone accounts, ordering, maintaining, running reports, troubleshooting, etc.
• Ownership of hardware and peripheral deployment, notifying IT Services Manager.
• Ownership of inventory tracking in Lansweeper.
• Ownership of shipping and tracking hardware that has been deployed and shipped (UPS, FED EX, interplant, etc.).
• Assisting in providing Level 2, 3 and Sr. support when request volumes are high, or expertise is required.
• Escalate incidents with accurate documentation to Sr. members, when required.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledgebase as needed.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Install antivirus software and ensure virus definitions are up to date.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure an incident has been adequately resolved.
• Develop help sheets and FAQ lists for end users.
• Execute hardware and software critical updates to maintain a healthy operable environment.
• Install, set up, manage, monitor, and troubleshoot the following systems:Lansweeper Ticketing System

Microsoft Office 365 Online Admin Portal
GoToAssist
Adobe Administrator Portal
Autodesk Online Administrator Portal
Remote Desktop
VMware (Virtual Desktop Image)
VPN Access
Network Connectivity
Dell Command Update
Network Printers
Windows Updates

Education & Certifications:

• Associates Degree
• Certifications in computer repair, maintenance, support, and security
• Or five (5) years equivalent work experience (work, education, certifications).

Gridiron IT Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status or disability status.

Gridiron IT is a Women Owned Small Business (WOSB) company specializing in IT Infrastructure, Cyber & Cloud Security, Software Development, and Enterprise Support. Gridiron is an Inc. 5000 2022 recipient and Washington Business Journal Fastest Growing Companies in the Greater Washington Area for 2022. Gridiron offers a competitive benefits package to include medical, dental, vision, 401(k), life insurance, disability insurance, and pet insurance.

Job Types: Full-time, Contract

Pay: $55,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Overtime

Ability to commute/relocate:

• Kingsford, MI: Reliably commute or planning to relocate before starting work (Required)

Education:

• Associate (Preferred)

Experience:

• Service Technician: 5 years (Preferred)

License/Certification:

• US Citizenship (Preferred)

Work Location: In person

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