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IT Support Technician

Practice/Department: Operations & Support
Location: Phoenix, AZ
Position Type: Full Time, Exempt

What you’ll do at BTS

In this role, you will provide maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal Global IT Helpdesk. You will be responsible for administration and internal support of the Company's PCs and assist with servers and related equipment. Tasks include end user support, inventory tracking, and performing PC maintenance, upgrades and configurations.


This role requires you to be in our Phoenix office on a regular basis.


  • Provide first-line support on IT hardware, software and systems for on-site and remote employees.
  • Configuration of PCs for new employees
  • Quality testing of pre-issue PCs for connectivity and application functionality
  • Schedule and implement new user orientation on the operation of PC and navigation to network resources
  • Maintain inventory assignment history of all locally assigned IT equipment
  • As a Global Help Desk team member, participate in the ticketing system and help in resolving tickets expeditiously
  • Monitor and research errors and work to resolve the problems
  • Prepare and maintain technical documentation
  • Service call ticketing for warranty/non-warranty repairs and follow up status
  • Field calls to provide first-line support for problems on all applications/hardware configurations and resolve issues quickly related but not limited to: hardware malfunctions, software errors, passwords, printer configurations/errors/jams, software installations/configurations, VPN/remote connection and wireless configuration/connectivity
  • Train new users in use of Zoom, Outlook features, backup, preventive maintenance, patch updates, intranet/internet access and navigation.
  • Occasional travel to remote office locations to provide on-site support as necessary


What We’re Looking For

  • Two years of broad user support experience required
  • Bachelor’s degree in information technology, computer science or related discipline highly preferred
  • A+ Certified strongly preferred
  • Strong understanding of computers (both hardware and software) and a demonstrated willingness to learn and apply new technology
  • Proficiency with major PC software packages (MS Office, Windows 10)
  • Basic understanding of Windows networking and administration desirable
  • Proficiency with Apple products (MacBook, iMac, JAMF)
  • Familiarity with Windows Server environment
  • Outstanding communication skills and the ability to deal effectively with people
  • Strong analytical skills with demonstrated problem solving ability
  • Previous experience in which high levels of initiative, judgment and tact have been demonstrated
  • Proven ability to operate in high pressure situations and successfully handle multiple priorities while remaining flexible
  • Superior customer service skills in dealing with all levels within a team environment while displaying the patience of a saint along with a strong sense of humor
  • All candidates must be eligible to work in the United States permanently without sponsorship





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