Senior IT Technician

Vision: Plenum’s vision is to become your trusted IT department. Why staff one person into a single position when you can have a department for less?

Mission: Provide enterprise-level support to small to mid-sized businesses with properly scaled solutions heretofore unavailable to that market segment.

Values: Plenum has been built on a foundation of properly managed client relationships, starting with trust and transparency. Honesty and responsibility are cornerstones of our offering.

Position Summary

The Senior IT Service Technician oversees and maintains Plenum’s client computer hardware and software systems. This role resolves technical issues concerning client accounts, company software, or infrastructure. This role is responsible for diagnosing and troubleshooting common problems.

Job Duties

The IT Service Technicians are responsible for the resolution of Plenum’s client issues including diagnosing, triaging, maintenance, reporting, break/fix and escalation of issues to provide excellent customer service.

• Provide general and in-depth support and solutions to all clients
• First point of escalation for the technical team
• Act as team lead and assist with timeframes and implementation for major IT projects
• Complete detailed ticketing for requests for technical assistance steps taken to resolve them, and the specific dates and times involved
• Act as the initial point of contact for all computer and system-related concerns from clients
• Assist management in creating documentation about computer troubleshooting and usage
• Organize, file, and keep current, documentation about client networks and processes
• Maintain accurate ticketing details for all required work on client systems, including system updates and maintenance, break/fix, etc. as well as the date of completion
• Resolve technical issues related to network interruptions
• Actively update, maintain, and monitor all aspects of computer networks
• Service and repair hardware
• Attend in-person site visits with clients to analyze, troubleshoot and diagnose hardware
• Provide recommendations for network upgrades, projects, and requirements for all clients

Customer Service

Provide ticket support and service level management.

• Handle all inquiries, feedback, complaints, or concerns professionally and courteously

Technical Skills

• Working understanding of Plenum’s clients’ systems, processes, and service agreements
• Working capability in one or more areas of IT/IS and working understanding of business
• Working understanding and capability to support all of Plenum’s offerings (Telecom, infrastructure, networking, network management, etc.)

Decision Making

• Semi-routine with limited alternatives and clear guidelines for solutions
• Ability to prioritize work tasks
• May require more skill, analysis, research, or further outreach to clients

Competencies

• Proficiency in computer hardware, software, cabling, installation, networking, and security
• Multi-tasking and time management
• Demonstrated problem-solving skills
• Excellent customer service skills
• Attention to detail and ability to communicate tactfully
• In-depth knowledge of Microsoft Licensing
• Solution engineering experience is an asset
• 10+ years of industry experience

Plenum Competency Requirements

Commitment to Vision – understand the company’s structures, goals, vision, and values. Demonstrates awareness of the impact and implications of decisions and activities and knows the formal decision-making process. This includes an understanding of the implications for various stakeholders and understanding the impact on clients, partner agencies, and peers.

Fostering Collaboration, Cooperation, and Teamwork – promote cooperation, collaboration, and partnerships between individuals or groups both inside and outside of the organization and understand their role and the roles, responsibilities, and contributions of others and works toward win/win successes.

Continuous Improvement/Innovation – identify opportunities for improvement while considering current procedures and measures of performance. Recognize opportunities to apply ideas in new ways demonstrating initiative, resourcefulness, and perseverance when transforming ideas into actions, or services.

Decision Making – utilize objective and valid information from a variety of sources to make informed decisions. Understand the potential impacts and keep all relevant stakeholders informed.

Dedication to Quality/Excellence – produces results or provides service that meets or exceeds standards. Shows concern for quality, accuracy, and completeness of work activities. Personally seeks to add value to every work assignment. Notices opportunities to improve quality and takes action to do so.

Working Conditions

• Office-based role
• On-site visits to clients are required
• Overtime, on-call, and after hours are required during specific business cycles

Please note that salary will be commensurate with experience.

Job Type: Full-time

Salary: $40,786.86-$80,113.38 per year

Benefits:

• Dental care
• Extended health care
• On-site parking
• Paid time off
• Vision care

Schedule:

• 8 hour shift