Onsite Support Services Technician

Onsite Support Technician L1

We are looking for a highly skilled, Onsite Support Technician L1 to be a critical part of our Team and join our mission of revolutionizing Healthcare Information Technology. The ideal candidate is a self-starting and flexible individual, willing to be both hands-on, innovative, and interested in advancing a career within a growing technical company. 

At True North ITG, Inc. we know IT, and we’re consistently driving innovation to improve the overall customer experience. As a Managed Services Provider (MSP), we use technology intelligently to make IT operations smarter, streamlined, and ultimately, more successful.

Our team is filled with passionate people who strive to make a genuine difference for our clients. If you are a driven person with an entrepreneurial spirit who exceeds expectations and appreciates a team-centric environment and awesome coworkers, we would love to talk to you!

GENERAL SUMMARY: 

The Onsite Support Technician L1 will work at a client’s site helping them achieve and maintain their IT infrastructure needs. She/He is responsible for working closely with clients and cross-functional support teams to manage and maintain the local and wide area network technology used by our clients. This position involves using both technology and business skills in support of our client’s systems. The position requires some network administration knowledge, in-depth workstation understanding and management for both Windows and Mac operating systems, attention to detail, business intuition, excellent verbal and written skills, and the ability to professionally present ideas to all levels of the corporate structure. 

She/He is responsible for the analysis and alignment of customer IT infrastructures with our company’s defined best practices. This person represents the front line of the service arm, is fanatical about excellent customer service and is passionate about solving business problems with technology.  

Essential Duties and Responsibilities: 

• Develop and maintain technical knowledge of assigned client environments. 
• Perform regular, proactive service implementing best practices and standards. 

• Minimize reactive issues through understanding and accurately applying existing proactive services. 
• Drive the technical relationship with assigned clients. 
• Provide remote support when not engaged in on-site appointments. 
• Manage and maintain up-to-date Client Documentation 
• Improve customer service, perception, and satisfaction. 

• Collaborate with vCIO, Client Account Management, and Service Team to ensure excellent customer service is being delivered. 
• Escalate service issues that cannot be completed within agreed upon service levels.
• Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals. 
• Develop in‐depth knowledge of the service catalog and how it relates to customer needs. 
• Document internal processes and procedures related to duties and responsibilities. 

• Responsible for diligently entering all time and expenses in the ticketing system as they occur.
• Trouble-shooting modern networks including but not limited to TCP/IP, DNS, DHCP, switches, routers, firewalls, and wireless. 
• Troubleshooting multi-site Active Directory.
• Troubleshooting Microsoft Windows Server 2012/2016/2019/2022 environments. 
• Workstation management and troubleshooting. 

• Enter all work as service tickets into the ConnectWise ticketing system. 
• Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry.

Knowledge, Skills, and/or Abilities Required: 

• High School diploma
• Associates or bachelor’s degree in information technology or related technical area preferred
• 2+ years of related work experience 

• Exceptional communication skills 
• Excellent troubleshooting skills 
• Ability to adapt to changes quickly 
• Understanding of support tools, techniques, and how technology is used to provide IT services 
• Self‐motivated with the ability to work in a fast-moving environment 

• The willingness to generate and maintain clear technical documentation and records 
• The ability to lift 50+ pounds 
• The capacity to learn existing and emerging technologies 
• The ability to provide technical support and problem resolution for unfamiliar software and hardware 
• Familiarity with ticketing systems or professional service automation tools 

• A valid driver’s license and a reliable vehicle to travel locally to client sites when needed 
• Ability to pass a background check 
• Professional appearance and behavior (appropriate dress, punctuality, tactfulness, etc.) 

Preferred experience 

• Degree in Computer Science, or related field 

• Healthcare IT experience 
• Experience working for an MSP
• Professional IT Certifications, such as MCSA, or MCSE, Citrix CCEA or CCIA, Cisco CCNA, CCNP, CCIE, or VMware VCP 

Extra points if you have experience with Natus SleepWorks Software