Sr. Technician, IT Support

The Sr.

Technician, IT Support is responsible for maintaining, supporting and troubleshooting desktops, laptops, RF handhelds, and mobile devices, as well as providing end user support.  Primary functions also include the tracking of leased assets, and the proactive analysis of currently deployed technology and provide recommendations for future optimizations.

Assist with SOX compliance, and general IT security best practices.

Also assists with non-endpoint related projects such as site upgrades (wireless and wired networks, phone system, etc.).

Responsibilities:


* Respond to technical support inquiries via phone, email, or in-person and provide timely solutions to end-user’s IT issues, while documenting details via a ticketing system.


* Diagnose and troubleshoot hardware, software, and network-related issues.


* Facilitate the installation, configuration, and maintenance of software applications and hardware devices.


* Perform system refreshes, upgrades, software updates, and hardware maintenance tasks as required, while following and maintaining documentation of process.


* Utilize and help update knowledge management system pertaining to IT support items.


* Facilitate in hardware life-cycle management process and asset tracking. 


* Nonbusiness hours on-call support rotation as needed.


* Collaborate with network services, software systems engineering and/or application development to restore service and/or identify problems


* Assist with other facets of IT operations and projects as needed.


* Create and update end-user documentation and knowledge articles.

Requirements


* High school diploma or equivalent


* Excellent oral and written communication


* Strong problem-solving skills, attention to detail and the ability to work both independently and as part of a team.


* Proven ability to educate end-users on how to utilize IT services and applications


* 2 to 4 years of experience with imaging, maintaining, and troubleshooting personal computers, mobile devices, and printers.


* 2 to 4 years of technical knowledge of Microsoft Windows and MAC OS operating systems


* 2 to 4 years of experience with troubleshooting Microsoft’s M365 suite of applications


* 1 to 2 years of experience with Microsoft’s Active Directory and Group Policies


* (Depending on the site) 1 to 2 years of experience with RF Guns and Label Printers


* Ability to manage and deliver multiple priorities in a timely fashion.


* Ability to support cross-team collaboration to ensure your focus area integrates with the overall solutions.

Benefits:


* Medical, Dental and Vision Insurance 


* Company Provided Life Insurance


* Paid Time Off (PTO)


* Company-paid short-term and long-term disability


* 401(k) plans


* Employer-funded pension plan


* Tuition Reimbursement

About DAP

DAP is a market leading manufacturer, innovator and marketer of home repa...