MSP Tech I - Forsyth

$17.09 - $25.63 hourly
  • Range
  • Forsyth, MT, USA
  • May 13, 2024
Full time Information Technology Installation-Maint-Repair Telecommunications

Job Description

JOB SUMMARY:

Under the supervision of the MSP Manager, the MSP Support Technician I performs a variety of functions in support of multiple departments, including but not limited to; installations, testing, programming, repair, and maintenance work, and assists with selling Range equipment and services.  Also serves in a maintenance provider role with software installation, end-user support and training tasks, ensuring end-user workstations and network performance meet requirements.  Troubleshooting and continuous support to users on all MSP supported applications, computer problems, and directory / servers is a key function of this role. This role is expected to travel when necessary.

ESSENTIAL DUTIES, RESPONSIBILITIES AND EXPECTATIONS:

  • Perform work duties and tasks while presenting excellent written and verbal communication skills and a positive professional attitude.
  • Promptly and professionally meet department standards with assigned installations, testing, programming, repair, and maintenance of:
    • Multi-line telephone systems.
    • Hosted Private Branch Exchanges (PBX).
    • Camera systems (video and image only cameras).
    • Data transmission equipment.
    • Associated peripheral equipment, both private and switchless services and related applications.
    • PC hardware and software products.
    • Range services and associated peripheral equipment.
  • Team with the Business Solutions Specialists, Customer Experience Coordinators, and Business System Technicians on customer projects that require multiple Range personnel to assess and resolve system/service issues reported.
  • Serve as the initial contact for end users (local and remote) seeking technical assistance by telephone or email.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions.
  • Troubleshoots and maintains windows active directory and servers.
  • Determine the best solution based on the issue and details provided by customers.
    • Provide accurate details on options to best market products to generate new business opportunities with new and existing customers.
  • Provides both technical and instructional support.
  • Setup end user accounts and provide accurate information on IT products or services.
  • Record required details regarding events and problems/resolution in Customer Record.
  • Track and log time in an effective manner to help facilitate customer billing and accounting.
  • Complete application projects and other MSP related projects assigned in a prompt and professional manner, meeting deadlines and specific requirements.
  • Maintains, promotes, and protects confidentiality of the information being processed, stored and / or accessed by end-users on the network.
  • Redirect unresolved issues to the next level of support personnel and communicate necessary information to ensure a smooth transition.
  • Maintain and monitor end-user workstations and productivity on local area network.
  • Read, understand, and accurately interpret cable records, mechanical blueprints, specifications, and circuit diagrams.
  • Perform successful installations, configuration, and maintenance of:
    • VoIP hardware / software applications.
    • A variety of software programs.
    • Existing software programs and computer systems.
    • Troubleshoot other common hardware and software problems.
  • Perform responsibilities in accordance with all company standards, policies and procedures.
  • Maintain a thorough knowledge of company policies and procedures to assist employees / managers with questions.
  • Attends company safety and training meetings.
  • Completes on-call requirements when scheduled and/or assigned.
  • Uphold and demonstrate your commitment to Range’s values in everything you do.  Be Innovative-Create the environment where we continually improve and adapt, Be Kind—Our actions make a difference, Be Trustworthy—Do the right thing, take responsibility for our actions, and honor our commitments, and Be United—People are our purpose; unified teams build the strongest networks.
  • Performs routine duties under minimal direct supervision.
  • Performs various other technical and administrative duties as assigned.

MINIMUM QUALIFICATIONS (EXPERIENCE/EDUCATION):  (A combination of demonstrable years’ experience and applicable alternative training(s) may be considered in lieu of the following qualifications).

  1. Successful completion of a High-School diploma program or GED curriculum / exam (12th grade equivalent) or any other state recognized secondary education program.
  2. One to three years’ successful work experience in a helpdesk, desktop support, or related role.
  3. A valid, state issued, and insurable drivers’ license.

Preferred qualifications include: The successful completion of a 2-year Associates /in Information Technology or a similarly related field of study.

COMPETENCIES OR KNOWLEDGE, SKILLS AND ABILITIES (KSA’S):

  • Information Technology Related Knowledge: Firm working knowledge of telecommunications and/or IT related concepts, practices and procedures and ability to use in varied situations. Knowledge of LAN / WAN networks and installation, IT security set-up and configuration including anti-virus, and data systems (IP, Optical, Ethernet). Basic understanding and knowledge of Microsoft Windows system administration and technical support for stand-alone PC hardware and software and local area networks.
  • Analytical Skills: An intermediate capability and skill with observing and assessing a situation and determine how to respond in a prompt and professional manner. Applies highly proficient and specialized skills that allow employee to function in situations that are varied, complex, and/or non-routine. Must be able to see patterns and trends and draw conclusions from observations across various situations. 
  • Project Management Skills: At an intermediate level, be proficient with organizing the planning process. Develop and direct detailed project schedules including tasks, accountabilities, and deadlines. Anticipate problems that may impede work.  Communicates changes and progress.
  • Computer / Technical Skills: At an advanced level, be proficient with hardware and software systems, applications and other related programs or databases. Conducts advanced level of computer related analyses and troubleshooting, including sound use of electronic test equipment.
  • Administrative / General Office Equipment Operation: Efficiently use common office equipment (computer, digital camera, scanner, fax machine, copier, phone). Identify operational problems with common equipment and determine resolution.  Repair and upgrade office and/or technical equipment.
  • Oral Comprehension and Expression: The ability to listen and understand information / ideas presented through spoken words / sentences, paired with the ability to communicate information and ideas in speaking so others will understand.
  • Written Comprehension and Expression: The ability to read and understand information / ideas presented through written / typed words / sentences, paired with the ability to communicate information / ideas in writing so others will understand.
  • Time Management: Requires the ability to use one's work time effectively and productively,
  • Customer and Personal Service: Working knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards, and evaluation of customer satisfaction.
  • Decision Making: Decisions may affect a work unit or area within a department. May contribute to business and operational decisions that affect the department.
  • Problem Solving: Problems are highly varied, complex and often non-recurring; require novel and creative approaches to resolution. New concepts and approaches may have to be developed.
  • Attention to Detail: Successful performance requires being careful about detail and thorough in completing work tasks.
  • Teamwork and Cooperation: Successful performance in this role requires being pleasant with others on the job and displaying a good-natured, cooperative attitude. Develop and maintain relationships to enhance workflow and work quality. Persuade, gain cooperation and acceptance of ideas or collaborate on significant projects. Handle sensitive issues and facilitate collaboration at the highest level.
  • Integrity: Successful performance in this role requires being honest and ethical.
  • Independence of Action: Results are defined and existing practices are used as guidelines to determine specific work methods and carries out work activities independently; supervisor/manager is available to resolve problems.