Skynet Innovations ยท 2 weeks ago
IT Support Technician
Phoenix, AZ
Full-time
Hybrid
New Grad, Entry LevelSkynet Innovations is seeking top tier talent for the IT Support Technician role. The position involves handling support service requests across various IT systems and providing technical support primarily through phone and ticketing systems.
Cloud ComputingInformation TechnologyNetwork SecurityWeb Design
Responsibilities
Document all activities, projects, and tickets daily in the ticketing system with detailed notes
Respond to service tickets, phone calls, and emails, ensuring timely resolution and excellent customer service
Provide Tier 1 support for Microsoft applications, operating systems, cloud services, and client-specific software
Troubleshoot network connectivity, remote access tools, and disaster recovery systems (backups/restorations)
Monitor ticket queues, applying troubleshooting skills and escalating requests as needed
Maintain a high level of customer service and satisfaction
Collaborate with team members and service coordinators for efficient resolution and ticket routing
Create, maintain, and review system documentation
Travel up to 25% for local client site visits
Perform additional duties as assigned by management
Qualification
Required
Document all activities, projects, and tickets daily in the ticketing system with detailed notes
Respond to service tickets, phone calls, and emails, ensuring timely resolution and excellent customer service
Provide Tier 1 support for Microsoft applications, operating systems, cloud services, and client-specific software
Troubleshoot network connectivity, remote access tools, and disaster recovery systems (backups/restorations)
Monitor ticket queues, applying troubleshooting skills and escalating requests as needed
Maintain a high level of customer service and satisfaction
Collaborate with team members and service coordinators for efficient resolution and ticket routing
Create, maintain, and review system documentation
Travel up to 25% for local client site visits
Perform additional duties as assigned by management
Meet established call and ticket SLA requirements
Maintain strong customer satisfaction as defined by management
Submit weekly timesheets by end of shift Friday
Volunteer for on-call coverage at least once per month
Work toward annual goals and objectives set in HRIS with quarterly reviews
Complete required training plans and agreed-upon certifications
Ticketing software: Incident management and time tracking
Solid understanding of operating systems, business applications, printing systems, and basic networking
Strong interpersonal skills (verbal/written communication, active listening, empathy)
Ability to efficiently diagnose and troubleshoot technical issues
Service awareness of key IT services being supported
Familiarity with support tools, troubleshooting techniques, and IT service delivery
Accurate typing skills for entering service request details
Self-motivation and ability to work in a fast-paced environment
Ability to handle equipment, talk, hear, read, write, and interpret documents
Occasionally lift and move objects up to 25 pounds (with or without reasonable accommodations)
Benefits
9 paid holidays
401K Retirement with matching contributions
Excellent medical, vision and dental insurance
Life insurance and disability insurance
Cell phone stipend
3 weeks PTO
Company
Skynet Innovations
Skynet Innovations is an IT company specialized in web design & hosting and cloud computing services.
Founded in 2008
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Audrey Sexton
Chief Executive Officer
Shaun Sexton
Advisor to the CEO
Company data provided by crunchbase