IT Technician
Atlanta, GA, United States
Job Type
Full-time
Description
About Canterbury
Canterbury Court is a retirement community located in the heart of Buckhead, where we put our hearts into creating a true community. As a faith-based, not-for-profit organization, we reinvest revenue into our community for the benefit of residents and staff. We are Atlanta's first Life Plan Community (LPC) - what some call a Continuing Care Retirement Community (CCRC).
Position Objective
Canterbury Court currently has an exciting opportunity for Tier 1 IT Support Specialist!
The Tier 1 IT Support Specialist position is our first level of support, working directly with end users to resolve technology issues. IT Level 1 Engineer will be exposed to multiple desktops, networks, VoIP, TV, and Wireless in Canterbury IT environments. The L1 position responds to, resolves, and escalates incoming technical issues and requests submitted by phone, e-mail, or our client portal with a focus on superior customer service.
Canterbury Court Offers a generous and competitive total compensation package that includes health, dental and optical benefits, a free meal each day, a retirement savings plan with company match, flexible spending accounts, company-paid Short-term disability, company-paid life insurance, resident-funded academic scholarships, eligibility for quarterly resident bonuses and free off-street parking.
Requirements
Essential Job Functions
Provide expert desktop support with a focus on:
•Client satisfaction
•Service delivery quality
•Technical excellence
Drive to meet and exceed organizational goals for:
•Customer Satisfaction
•First Contact Resolution Rate
•Average Speed to Answer
Demonstrate strong customer service skills to provide phone support including:
•Listening to the customer to gain an accurate understanding of the situation
•Being empathetic to the customer's situation and having a sense of urgency to resolve the issue
•Producing accurate and detailed documentation at the client and incident level
•Resolving conflict
•Provide expert support for desktops, printers, mobile devices, TV, and Phone System.
•Follow task creation, work, closure, and escalation procedures
•Support team members with resolving client issues
Meet or exceed position Key Performance Indicators (KPIs) Excel in the areas of:
•Troubleshooting skills
•Client service skills
•Professionalism
•Highly organized and seeing jobs through completion
•Punctuality
•Technical competencies defined for the position
Note: This job description is not intended to be all-inclusive.
•Employee may perform other related duties as requested to meet the ongoing needs of the organization.
Competencies (Knowledge, Skills and Abilities)
•Working knowledge of mobile devices, laptops, and desktops
•Working knowledge of common desktop applications including the most current version of Microsoft Office
•Working knowledge of printing from Desktops
•Strong interpersonal and oral communication skills, attention to details
•Adept at reading, writing, and interpreting technical documentation and procedure manuals
•Ability to present ideas and solutions in user-friendly language
•Highly self-motivated and directed
•Proven analyst ical and problem-solving abilities
•Strong customer service orientation
•Experience working in a team-oriented, collaborative environment
Experience, Educational Requirements and Certifications
•High School/GED diploma and Information Technology secondary education and/or relevant experience.
•1 to 2 years of experience with troubleshooting and providing IT support
•BA, BS or similar degree in Computers/Electronics or relevant experience
•1+ years of experience troubleshooting the current versions of the Windows Desktop Operating Systems