Digital Signage Service
info@dsignage.net
Job Description
The IT support technician provides face to face support via walk-up service for IT related incidents and requests from employees and contractors along with remote support for off-site users. This technician is part of a professional team of people providing a single point of contact for high-level customer service and technical support. Primary responsibility will be supporting our employee base with their technology needs including desktop support issues, IP phones, mobile devices, and printers. Experience supporting Windows 10, Windows 8, Windows 7 and G-Suites is required. This person should be a good communicator who enjoys working with people from all levels of the company. Scope of Responsibilities / Expectations • Investigates, troubleshoot, and resolves all computer software and or hardware problems for on-site and remote users. These include but are not limited to Google Suite, Remote/VPN Connectivity, Printing, MS Office, and Chromebox / Audio-Visual services. • Primarily responsible for installing and configuring computer systems following the defined imaging process. Diagnosing hardware and software faults and providing technical support to Motorola Solutions employees and contractors. • Create, maintain, and update IT equipment in our asset tracking software. • Provide mobile device support to include setup of devices (iOS, Android, etc.) to connect to the mobile device management system and remote authentication applications. • Assist with IT onboarding of resources including new pc’s, loaner pc’s, IT Training, etc. Complete IT responsible tasks associated with the offboarding of retired resources assets. • Prioritize critical issues and escalate issue(s) following the defined process. • Coordinate between other IT resources ( internal and external) and vendors to resolve issues and proactively evaluate and avoid future issues related to hardware and software on users computers. • Track all customer communication and users requests / problems in Service now incident tracking system. Ensure customer satisfaction by reviewing and performing follow-up communications on open/closed tickets. Update associated knowledgebase with standard resolutions as required. • Create and maintain in-house documentation; these include but are not limited to checklists, IT Asset Management, general policies and procedures. • Expand knowledge and learn new systems and procedures. • Individual must present a positive customer service experience for fellow employees • Perform inventory management tasks • Participate in Information Services projects and rollouts; as needed • Participate in the continual improvement of processes through the development and implementation of supporting documentation and procedures. • Prepare statistical and data reports, including usage trends and analysis, • Participate in equipment evaluations and future strategy discussions Desired Background/Knowledge/Skills • Excellent knowledge of PC and desktop hardware. • Excellent knowledge of PC internal components. • Hands-on hardware troubleshooting experience. • Technical knowledge of current protocols, operating systems, and standards. • Ability to operate tools, components, and peripheral accessories. • Able to read and understand technical manuals, procedural documentation and OEM guides. • Strong analytical and problem-solving skills • Ability to communicate effectively with others, both orally and in writing. • Engineering Applications Knowledge • Microsoft Office experience • VM Experience • ServiceNow Experience • Android and IOS experience Basic Requirements • 3+ years IT/Computer experience and prior technical support experience • 1 year Technical degree - preferred • One or more of the following certifications: Microsoft MCSE, Comptia A+ Certification, Google IT Support Professional, ACMT ( Apple)
Travel Requirements 10-20%
Salary based on experience and quarterly bonus based on performance
Company DescriptionDSignage provides digital signage, conference room, and audio solutions to clients in healthcare, retail, and corporate environments that increase productivity/sales, enhance communications, and modernize the physical space. We have been in business since 2003 and are located in Doral (Miami), FLJob Posting: IT Support Technician
Who We Are:
DSignage provides digital signage, conference room, and audio solutions to clients in healthcare, retail, and corporate environments that increase productivity/sales, enhance communications, and modernize the physical space. We have been in business since 2003 and are located in Doral (Miami), FL
Core Responsibilities:
The IT Support Technician is part of a professional team of people providing high-level customer service and technical support.Primary responsibility is to troubleshoot and resolve all computer software and hardware problems. Update associated knowledgebase with standard resolutions as required.Assisting with installation of digital signage, conference room and audio components, and peripheral accessories, will be required as needed.Track client requests/problems in our help desk ticketing system.Communicate with clients regarding the resolution of their requests.Ensure client SLA levels are met or exceeded by prioritizing critical issues, and escalating to management, as needed.Perform proactive maintenance on equipment to extend life and reduce number of support requests.Identify opportunities for new business and refer to Sales Department.Key Attributes:
Excellent written and verbal communication skills.Fluent in English, including reading and writing.Excellent interpersonal skills.Professional demeanor and appearance.Punctual and responsible.Able to read and understand technical procedures, and document new procedures (or edit an existing procedure).Strong analytical and problem-solving skills.Self-starter with a proactive approach.Willing to learn new skills and programs.Basic Qualifications:
Degree in computer science preferred.Minimum 3 years experience installing A/V equipment/digital signage is required. Such as screens, video walls, conference room systems, audio components.Basic knowledge of networking is required.Experience with LED panels is a plus.Experience in Control Systems for Building and Home Automation, such as Crestron, is a plus.Experience in Zoom and Microsoft Teams Video Conferencing is a plus.Experience in IT Support is a plus.Experience with hands-on hardware troubleshooting is required.Excellent knowledge of PC internal components such as storage, RAM and GPU is required.Proficient in Microsoft Suite (Outlook, PowerPoint, Excel, Word).Experience with content management systems is desired.Experience with Zoho Desk ticketing system is a plus.Must have a valid driver's license, excellent driving skills, and a clean driving record. The technician will be driving company vehicles.Schedule Requirements:
Normal operating hours are Monday to Friday from 9:00am to 5:00pm. However, the schedule and number of hours worked is dictated by the needs of the business.If an on site installation or servicing call is required to be done after hours, you will need to accommodate the client's schedule. Once on site, timing often does not go as planned, and you will need to stay until the job is finished.As a Field Services Tech, the majority of time will be spent out of the office at our clients’ locations, which are mostly in Dade County. Some in Broward County, occasionally in Palm Beach County, and rarely in Monroe County.Travel may be required occasionally.Physical Requirements:
Operate small power tools such as a drill.Lift up to 50 pounds.Work on a ladder up to 12 feet.Drive a truck up to 17 feet.Benefits:
Health InsuranceSupplemental PolicyVision InsuranceDental InsurancePaid time offThis is a salaried position - range is $45,000 to $60,000 annually, based on qualifications.Opportunity for annual bonus based on performance against KPI’s (Key Performance Indicators).Opportunity for additional income for bringing new clients/sales to the company.Company DescriptionDSignage provides digital signage, conference room, and audio solutions to clients in healthcare, retail, and corporate environments that increase productivity/sales, enhance communications, and modernize the physical space. We have been in business since 2003 and are located in Doral (Miami), FL
