Coleman Information Technology Group, Inc. is looking for an IT Services Tech/Engineer to join our team. This is a unique opportunity for the right person to provide high level support to a variety of clients. The person in this position acts as the primary point of contact for our clients, documenting and responding to all incoming technical support requests. To be successful in this position, the candidate needs to be a high-energy individual who is a people person and has a broad range of IT skills and experience supporting desktops and network equipment. This position requires the ability to identify user problems and work within a structured problem management and resolution process to remediate issues within established SLAs, while working with other resources and vendors to deliver effective support services.

Candidates must be energetic and focused with a strong motivation to learn new technologies. This position requires dedication, persistence, follow-up, effective utilization of provided resources and unbeatable customer service. The candidate must be highly motivated, well organized, and a self-starter with the ability to multitask, solve problems, and work independently with minimal supervision. Strong communications skills (verbally and written) and the ability to interact well with all types of people/personalities, and a strong work ethic are crucial.

Job duties include utilizing our service-specific tools and technologies to deliver onsite user support services, update service request information, collaborate with other staff and vendor support resources to address and resolve IT issues.

Responsibilities:

· Resolving product and service problems.

· Accurately document instances of hardware failure, repair, installation, and removal.

· Preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance.

· Unboxing and prepping equipment for configuration, delivery and installation.

· Update internal documentation records, logs and tracking information.

· Assist in administration of vendor claims against vendor warranties and manage to resolution for in-house customer computers and computers at customer field locations.

· Pickup and delivery of equipment

· Documenting and troubleshooting customer network and computing issues

· Maintenance and problem identification and resolution.

· Assist in providing timely responses to customer requests.

· The ability to learn quickly and adapt to changing requirements

· The ability to manage, maintain, troubleshoot and support our users’ networks, equipment, software and services

Experience and Skills:

· Installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance.

· Assist in troubleshooting, hardware and software

· Installation, end-user training, and provides other technical support for employees.

· Support development and implementation of new computer projects and new hardware installations.

· Effective use of professional services automation (PSA) systems

· Able to coordinate required resources to respond to complex IT requirements.

· Troubleshooting network, equipment and service-related problems with remote control technologies

· Utilizing our remote monitoring and management (RMM)

· Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.

· Serves customers by providing product and service information.

· Improve processes and policies in support of organizational goals. Formulate and implement departmental and organizational policies and procedures to maximize output. Monitor adherence to rules, regulations and procedures.

· Assists in identifying business opportunities with potential and existing customers.

· Communicates effectively with clients, which may include client meetings

· Be available to provide regularly scheduled emergency “on-call” services during off hours as needed

· Configure, setup our clients’ server based networks and client systems

· Coordinate the efforts of other CITG team members on large projects as needed

· Diagnose and resolve technical hardware and software issues

· Help desk support-resolving hardware and software customer issues to include troubleshooting computer hardware.

· Identifies flaws or imperfections in a computer or software setup.

· Maintains great relationships with clients

· Document and manage our client’s open issues lists.

· Ensures time entries, charges, ticket details and ticket statuses are updated in our system on a daily basis.

· Identifies and escalate situations requiring urgent attention

· Informs management of recurring problems

· Software installations include operating systems, general office applications and specialized software, such as computer-aided design programs for engineers or statistical analysis programs for quality analysts.

· Interacts effectively with users

· Maintains customer records by updating account information.

· Track and route problems and requests and document resolutions

· Discovery and documentation of opportunities with current customers

· Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Qualifications:

· Must be able to assemble, configure, or repair a variety of computer and IT devices.

· Must be able to install, upgrades and/or repair equipment that’s already in use

· Must be able to performs routine desktop hardware support and repairs for clients

· Must be able to provide field technical support to our business clients when problems arise

· Must be able to troubleshot computers to determine core reasons for the failure of hardware and software

· Must be able to identify hardware, network and service problems and issues

· Valid driver's license, proof of insurance and reliable transportation

Compensation:

· Salary TBD - based on experience and qualifications

· Generous Health & Dental Benefits

Interested in this position? Please send cover letter, resume and at least 3 business references to Hr@colemanitg.com

Please note that a resume sent without at least 3 business references will not be considered.

Principals only, Recruiters please do not contact this job posting

Coleman Information Technology Group, Inc

3335 Vincent Road

Pleasant Hill, CA 94523

Email: Hr@colemanitg.com

http://www.colemanitg.com

925-299-9500 - Main Number

925-891-4106 - Fax

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