IT Lab Technician

Qualifications 

Required Minimum Qualifications: 

• Valid driver’s license required 
• Good oral and written communication skills 
• Good organizational and time management skills with the ability to multi-task on simultaneous projects and tasks 
• Ability to solve IT issues and work through troubleshooting steps with end-users  
• Ability to interact with various personalities respectfully and with tact 
• Experience working in a help desk environment 
• Experience working with the following: 

• • Microsoft Active Directory 
  • Microsoft Exchange Server 
  • Microsoft Office 365 
  • Microsoft Client Operating Systems 
  • Microsoft Office 

Additional Preferred Qualifications: 

• IT certifications (e.g., CompTIA, A+, Microsoft) 
• Experience working with ConnectWise Manage and Automate 

Full Job Description 

Job Title: IT Lab Technician 

Overview 

Assist with setup, management, and maintaining the security infrastructure of IT systems. This includes configuring hardware and providing vendor support, as necessary. As well as engaging with clients, relaying technical information, and troubleshooting all issues discovered.  

Assist in change management and disaster response, and actively apply policies and standards to all work. Must be able to work independently as well as function within a team of other technicians and engineers. 

IT Lab Technician Duties and Responsibilities 

• Troubleshoot Issues – monitor security devices and applications for performance problems and provide troubleshooting support for clients. When issues arise, they must analyze the root cause and resolve them promptly while updating clients all throughout 
• Support Dispatch – understand dispatch processes and procedures to be an additional dispatch resource when needed   
• Write Documentation – document procedures, device statuses, and other important technical information, recording details of the troubleshooting processes 
• Ensure Compliance –enforce quality control to make sure that all output meets compliance standards by following established policies and procedures that ensure proper network security. Additionally, define new processes as necessary to adhere to changes in compliance requirements 

Job duties and responsibilities are subject to change based on changing business needs and conditions 

Additional IT Lab Technician Skills and Qualifications 

Technicians are problem-solvers with strong technical aptitude. They communicate well with clients and other members of their team, and they hold their work to high standards. We look for technicians with the following skills: 

• Problem-solving skills –must be able to apply technical expertise across various client environments and solve any obstacles that arise, optimizing performance and resolving all errors 
• Customer service –interact with clients during all phases of the service ticket, from troubleshooting to maintenance, being mindful of client needs and clearly communicating technical information 
• Attention to detail –must be meticulous and detail-oriented, investigating thoroughly to correct any issues while they are still minor and guarantee ongoing security of the network environment 
• Time management – effectively manage time and resources to meet predetermined service deadlines defined by client SLAs, often managing several tasks at once and coordinating with team members 

LICENSE: This position requires the use of a personal or company-owned vehicle while conducting company business. Must possess a valid Michigan driver’s license and an acceptable driving record. 

SPECIAL REQUIREMENTS: Must be able to perform physical activities, such as but not limited to, lifting heavy equipment (up to 50 lbs. unassisted), bending, standing, climbing, or walking. Must be willing to submit to criminal and civil background checks. 

Job Type: Full-time 

Pay: Up to $45,000 per year  

Benefits: 

• 401(k)
• 401(k) matching 
• Health Insurance  
• Dental Insurance
• Health Savings Account
• Paid time off 
• Professional development assistance 
• Referral program

Schedule: 

• 8 Hour Shift
• Monday to Friday 
• Occasional nights or weekends as required 

Supplemental Pay: 

• Bonus pay

Ability to commute/relocate:

• Grand Rapids, MI 49508: Reliably commute or planning to relocate before starting work (required)

Education:

• High school or equivalent (required)

Experience:

• Customer service: 1 year (preferred)