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Volt Power IT Support Tech in Atlanta, Georgia

IT Support Tech

Summary

Title:IT Support Tech

ID:1573

Work Location:Atlanta, Georgia

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Description

VOLT Power, LLC, is a member of the PowerTeam Services family of Companies, and a leading provider of construction and maintenance services for electric transmission and distribution lines throughout the Southwest, Central South, Midwest, and Eastern United States. With a continued focus on our Mission Statement, VOLT Power, LLC continues our journey of being the preferred Utility Service Company for our customers. We offer excellent compensation and industry-leading benefits such as health, dental and vision, life insurance, STD and LTD starting on DAY ONE. Eligibility for Company matching 401K benefit after 3 months of employment.

Job Summary:

The IT Support Technician will provide comprehensive technical support services to internal clients and vendors, working in a virtual team setup environment.

Support will include local office users, as well as field-based users. Support activities will include PC, Network, Mobile, New User hardware setup, special projects, and other tasks as needed.

Position will require occasional travel for IT meetings, and to our Field Offices. Additionally,

Principal Responsibilities: (Essential Functions)

Customer Service & Problem Solving

  • Provide technical and customer support services to internal customers and service providers

  • Assess reported incidents and take initiative and ownership to resolve them

  • Excellent personal communication skills, with ability to support and communicate with executives and non-technical users

Support

  • Provide support services for conference rooms

  • Self-monitoring of Help Desk tickets to ensure proper escalation and resolution of incidents is consistent with the agreed SLA's

  • Create and submit detailed request logs documenting issue resolution to be inclusive of accuracy, thoroughness and timeliness

  • Perform customer support related tasks and special projects as assigned by management

  • Communication with IT Infrastructure support team to appropriately escalate incidents and follow up on incidents to drive resolution for the customer

  • Building Working Relationships

  • Maintain inter-department relationships to resolve client requests

  • Effectively communicate with both internal and external clients

  • Effectively communicate with IT Business Partner in regard to asset management and break/fix processes

  • Effectively communicate with manager regarding any Help Desk related incidents or processes

  • Follow established policies and procedures

  • Report any potential problem cases to manger (build a "proactive" environment)

  • Contribute current technical information and best practices concerning proprietary applications using the various knowledge distribution channels

  • Organize and utilize all support resources provided including emails, documentation, contact lists, etc.

Job Requirements

Skills

  • Ability to interface with end users and demonstrate excellent customer service attitude

  • Problem solving skills - ability to perform root cause analysis and determine appropriate course of action

  • Strong team-working skills

  • Good verbal and written communication skills

  • Excellent time management skills - must be able to work independently and pace oneself to complete own work

  • Excellent interpersonal skills

  • Detail-oriented

  • Ability to perform tasks as outlined and requested by manager

  • Strong understanding of an array of computer equipment, peripherals, mobile devices as well as standard software applications (MS Office, Windows Operating Systems, VPN client software (RDS, Citrix; Juniper), Remote Desktop tools, Active Directory, Cloud services, SCCM, and RSA Security Console.

Education

  • Technical school, 2 or 4 year college degree, or 3-5 years related experience, or equivalent

  • Certifications such as A+, MCP and MCSE a plus but not required

Experience

  • 2-3 years desktop support experience

  • Minimum 12-18 months experience in a call center, technical, or customer service support environment

Other Requirements

  • Ability to lift to 50 pounds

  • Travel up to 25% of time

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