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Technical Support Technician

Company: Ecovyst
Location: Kansas City
Posted on: September 18, 2023

Job Description:

Ecovyst is seeking an independent, productive candidate for a Technical Support Technician role based out of our Kansas City, KS plant. The prospective candidate should have three years of
experience in a help desk and/or on-site support technician role resolving
issues through a combination of remote access, hands-on and talking Users
through simple tasks.

  • To be successful in this role our candidates must have the ability to
    troubleshoot to resolve or narrow down issues, a customer centric and professional
    attitude and experience supporting Windows and Office 365 applications.
  • The candidate must have proficient customer service skills, the ability
    to prioritize tasks, be detail oriented and to work independently. -
  • Competitive Salary based on locality, experience and offers full
    benefits. -
  • There is the ability to travel
    domestically periodically (four times a year, average of three days per trip)
    to our other offices. In addition, this position will rotate an on-call
    schedule with other peers in the department.Day In the Life of the System
    Support Technicians
    • Maintaining an active presence on our 8x8 call queue to answer inbound calls for support and responding to tickets generated by email within our ITSM ticket system within an hour, maximum 2 hours.
    • There will be occasional walk-ups and priority adjustments as dictated by management.
    • Accurately documenting issues, resolutions and steps taken in our ITSM ticket systemWide range of issues and troubleshooting to perform on Windows 10, Office 365, network and file access, VPN connectivity, Microsoft Teams meetings and channels, OneDrive or software phone systems.
    • Password resets, account creations, auditing expiring accounts, installing software and facilitating peer to peer escalations such as requests for new mobile phones, issues with networks or mailbox updates
    • Updating inventory records as assets change or are reassigned
    • Updating drivers for printers on remote file servers across all business locations
    • Attend ad hoc and pre-scheduled team, site and company meetings
    • System reimaging using a combination of either PXE or Autopilot
    • Special Projects - each
      technician is assigned projects throughout the year which can range from---End-of-life replacements; disposals or migrations; review of non-Employee accounts in Active Directory
    • Travel to domestic offices to do welfare checks on IT systems, servers and networks with guidance from other System Administrators
    • Professional Qualities Desired: - -
    • -Critical thinking and problem solving / troubleshooting
    • Detail oriented
    • Proficient oral and written communication skills with an emphasis on clear, concise information free of grammatical errors.
    • Service Desk manager is remote, so you must be team oriented but can work independently and remain productive and engaged in meeting professional goals.
    • Minimum 2-3 years problem solving in an IT environment.
    • Ability to lift 25-40 lbs.
    • Demonstrate troubleshooting skills to support hardware and software both in person and remotely.
    • Create ad-hoc training documentation for clients and provide in person training.
    • Must be able to prioritize responsibilities and multitask.Technical Knowledge:
      • Basic knowledge of networks and communications protocols; should be able to determine a point of failure for network issues and VPN connectivity
      • Demonstrates knowledge on resolving error messages, determining cause and Demonstrates Level 1 or higher support experience in the technologies in use at Ecovyst
      • Hardware includes Dell laptops and desktops, cisco network equipment, Ricoh and HP printers or multi-function devices
      • Software and infrastructure include Windows 10, Windows Server, Software Center, 8x8 Work/Voice, Active Directory, Azure, Microsoft Intune, Microsoft Autopilot, standard COTS applications such as Office 2016, 2019, AutoCAD, VPN
      • Wireless device support with Apple iPhone/iPad

Keywords: Ecovyst, Kansas City , Technical Support Technician, Professions , Kansas City, Kansas

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