New Fathom IT · 1 month ago
IT Support Technician I
Bend, OR
Full-time
Hybrid
New Grad, Entry LevelNew Fathom IT is rapidly expanding its IT Support services and is seeking qualified candidates for the Support Technician I-III position. The role involves providing IT support across various levels, ensuring customer satisfaction through effective troubleshooting and communication, and supporting project management and office administration tasks.
ConsultingCyber SecurityInformation TechnologyNetwork HardwareSoftwareTraining
Responsibilities
Responding to service requests via phone, email, chat, face-to-face, etc
Confirming customer information
Creating service tickets with clear and thorough documentation
Providing first level troubleshooting and problem resolution
Real time monitoring of workstations, servers, and other endpoints across our entire client base
Filtering help desk calls and providing basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to higher levels of support
Gathering and analyzing information about the user’s issue and determining the best way to resolve their problem
Performing higher levels of support if within current abilities and skillsets
Handling break/fix, configuration issues, troubleshooting, software installations, hardware repair
Researching and implementing fixes for new issues and escalating to Level 3 if necessary
Supporting the planning, management and execution of projects as directed by the supervisor
Soliciting, writing and editing articles for publication in New Fathom’s newsletter, social media, and other publications
Oversight of design and execution of publications, preparing of marketing materials and collateral, and support of other marketing and communications duties
Helping support the office computer system(s), filing system, intranet, internet and storage; ensuring business preparedness, continuity and performance; and developing operating policies as directed by the supervisor
Qualification
Required
Must care about and enjoy working with people of various backgrounds and experiences with an emphasis on providing a great and memorable customer experience with every interaction
Good working knowledge of fundamental IT support procedures and protocols and must be familiar with current IT best-practices and applicable regulations
Possess a fundamental knowledge and understanding of basic networking, server and computer environment fundamentals
Must have a professional demeanor and be articulate
Must possess the ability to build rapport with colleagues and customers
Must possess strong organizational skills, have the ability to adapt and multi-task, and effective interpersonal skills
Provide exceptional customer service and the willingness to do what it takes to get the job accomplished while maintaining a high level of quality and excellent customer relationship
The ability to converse clearly in public and write effectively at 50 WPM minimum
Skilled to converse with customers or the public in regards to IT-specific subjects
Must be computer and technical literate
Must possess a desire to continuously improve your craft and professional skillsets
Bachelor's degree from an accredited college or university
Must be able to drive a car and possess a valid Oregon driver's license
Must be able to travel to/visit local and regional customer sites
Must be physically and intellectually capable of operating and troubleshooting a computer, telephone, network, software, and other IT assets
Duties may include moving objects weighing as much as 30 lbs
Must be able to speak English in a clear and understandable voice so that information can be verbally exchanged with people of various levels of education and capabilities
Must be mentally alert and detail oriented with good reasoning skills
Must be able to work extended hours and some weekends or holidays when requested
Preferred
CompTIA A+, or equivalent/higher, certification(s) preferred
Experience in common interest developments and associations preferred
Benefits
Holidays : Nine (9) paid holidays each year.
Paid Time Off : Five (5) sick days and five (5) vacation days accruals that increase every year.
Family Care Leave : Up to 12 weeks per year of unpaid leave available for the birth or adoption of a child, to care for a seriously ill child, parent or spouse, or for your own serious illness.
Educational Assistance : 100% reimbursement for tuition, books and fees. Must be related to current or future work.
Mobile Phone Reimbursement : Up to 100% mobile phone reimbursement for BOYD business use. Reimbursement calculated based on on-the-clock vs. off-the-clock.
Business Travel Reimbursement : Mileage, standard per diem for M&IE, lodging, etc.
Flexible Work Schedule : Flexibility of when an employee starts and ends their day, as long as the job is done well. Some responsibilities require specific start and end times. Hourly wage employees will only be compensated for hours worked.
80/20 Objective : 80% of work time to billable and standard job function. 20% of work time allocated for approved career development, innovation activities and passion projects.
Incentivization Programs : Custom/ job specific incentivization programs for employees that contribute to the Company's success.
Career Development Support : Career development support and strategic planning.
Retirement Plan : Company match and immediate vesting.
Telecommuting : Option to apply for approval to telecommute - awarded on a case-by-case basis.
Customer Allowance : Monthly allowance to solve a customer's problem, address an issue or make their day.
Medical Insurance : 100% covered health, dental, and vision for employee. Employee may add dependents or upgrade plan by covering the difference.
Company
New Fathom IT
Looking for reliable IT support for your business? New Fathom IT provides expert IT support for small and medium businesses.
Founded in 2019
2-10 employees
Funding
Current Stage
Early StageLeadership Team
Chadbourne Lovegren
Director of Operations/ Founder
Harrison Womack
Owner & Director of Customer Centrality
Company data provided by crunchbase