- Ensure each client interaction is a positive representation of yourself and Integrity.
- Provide timely and informative updates to clients on service requests.
- Offer guidance and training to end users to enhance their IT proficiency.
- Investigate and troubleshoot system and hardware problems to identify root causes and implement solutions.
- Provide both remote and on-site troubleshooting of issues.
- Serve as the liaison between the client and the client's hardware and software vendor.
- Collaborate with cross-functional teams to resolve complex technical issues.
- Assist in the management of servers, networks, telecommunications, and data storage systems.
- Ensure the security of our clients' technology by maintaining security protocols.
- Perform routine system checks, updates, and maintenance tasks.
- Monitor system performance and take proactive steps to prevent downtime.
- Record timely and accurate time and troubleshooting notes in ConnectWise.
- Maintain accurate records of system configurations, changes, and support interactions.
- Create and update technical documentation and knowledge base articles.
- Assist with emergencies as requested.
- Participate in the on-call rotation (roughly 4-5 weeks per year).
- Provide support and cover for our help desk support team when needed to address a high volume of service requests.
- Attend and participate in professional and technical training sessions. Share key learning points for individual and organizational improvement.
- Actively participating in Integrity's Open Book Management program by learning about the financials of the company and the financial impact of decisions.
- Actively participate in Integrity's Entrepreneurial Operating System by learning the tools, contributing to the solution of issues, and following our processes.
- Perform other duties as required and requested.
- Experience providing customer service.
- Communicate troubleshooting clearly to both technical and non-technical parties.
- Greet clients, establish rapport, project a professional tone, calm stressed or upset clients and document all details.
- Demonstrate willingness and ability to share new and different ideas.
- Ability to prioritize tasks.
- Maintain confidentiality of information.
- Utilize excellent written and verbal communication skills, internally and with clients.
- Maintain composure in a fast-paced environment.
- Able to provide and receive honest feedback.
- Willingness to grow your technical skill set.
- Advanced technical certifications preferred.
- Bachelor's degree in Computer Science, Information Technology or related fields preferred
- Medical, vision, and dental insurance
- Short term and long term disability insurance
- Life insurance options
- Paid time off
- Paid holidays
- Birthday bonus day off with pay
- Anniversary bonus day(s) off with pay
- Paid parental leave
- Health Savings Account and Flex Spending Account options
- 401(k) company match
- Training
- Paid certifications
- Employee Assistance Program
- Paid CPR/AED Certification
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IT Systems Engineer - Bloomington, United States - Integrity Technology Solutions
Description
Job Description
Job DescriptionThis position is located in Bloomington, IL. Work will be performed in our office, your home office and our clients' sites. Relocation is not provided.
SUMMARY: As our IT Systems Engineer, you will play a role in maintaining and optimizing Integrity's and our clients' IT systems and infrastructure. You will provide technical support to end users, troubleshoot issues, and work collaboratively with other team members to ensure a secure and problem-free technology environment.
ESSENTIAL FUNCTIONS / RESPONSIBILITIES:
Customer Service:
Troubleshooting and Issue Resolution:
Infrastructure Management:
System Maintenance and Monitoring:
Documentation:
Other responsibilities:
KEY SKILLS/KNOWLEDGE (COMPETENCIES) REQUIRED:
EDUCATION / EXPERIENCE:
Integrity's benefits include:
Monday - Friday 8:00 am - 5:00 pm
