Service Technician I

Department: US West - First Call ResolutionLocation: CaliforniaDescriptionThe Service Technician I is responsible for providing technical assistance to VC3 clients. They are also responsible for responding to client inquiries, running diagnostic programs, identifying problems, and implementing solutions with a defined scope of support.Our PeopleOur team members are collaborative, positive, and dedicated to mutual success. Transparency isn't just a buzzword here; it's a commitment to open communication, ensuring every voice is heard and valued. Guided by our core values — Passionately Curious, Own It, Go Beyond, and Serve as One — we're here to create something extraordinary together.Our Core FocusOur team members play a pivotal role in our focus: Serving those who serve with technologies for today and tomorrow that make life safe and simple. With nearly 30 years of specialized expertise, our team goes beyond conventional boundaries, delivering tailored managed services and cybersecurity solutions to our clients.Your GrowthWe are a growth minded organization that prioritizes development, offering numerous opportunities for career advancement. Rooted in our core value of being Passionately Curious, VC3 offers a dynamic learning environment, emphasizing hands-on experiences and formal development programs that celebrate continuous learning to propel your career forward.Key ResponsibilitiesUnderstand and follow "The VC3 Way". This is our set of standards and processes that produce a predictable result for the customer. You must be aware of and maintain our standardsProvide end user support to VC3 clients via inbound phone, email, & webchat Triage inbound service requests from VC3 clients and determine the appropriate course of action to resolve the issueUsing an ITIL founded triage model to identify to categorize inbound requests and incidentsFulfilling client requested Installs, Moves, Adds, and Changes (IMAC)Work with and troubleshoot issues with Active Directory, Exchange and O365Assist users with password resets and account unlocksAssist users with updating email information (signatures, distribution lists, contact profile)Complete user account creations, workstation user profile setup and terminationsRun and pull workstation reports from our remote management toolInvestigation of spam/phishing emails, securing compromised email accounts, malware scan/removalTroubleshooting of applicationsVPN/Remote access set up and troubleshootingConfiguring/troubleshooting printers (including scan to folder, scan to email, driver issues)Changing folder structure and NTFS/share permissionsTroubleshooting offline file sync issuesTroubleshooting DNS issues for domain joined workstations (onsite and remote)Mapping network drivesMissing/deleted email recoveryBasic server troubleshooting and rebootsBacking up and wiping old unused workstationsTroubleshooting workstation performance issuesRepairing corrupted system filesUpdating Windows/Drivers/ApplicationsBest effort cell phone support (ie setup of email on mail app)Adjusting phone systems, call forwarding, updating extensions.Troubleshooting, best effort support on personal/home network and device issuesTroubleshooting issues on Windows and macOS.Troubleshooting hardware issues (monitors, keyboards, mice)Mobile Device ManagementRun diagnostic programs to resolve computer problems.Server & Network device management. (Connectivity issues & New user setup)Follow-up with clients to assure issue resolutionEscalate out of scope issues to the appropriate elevated teamAdditional ResponsibilitiesMaintain accurate and up to date documentation through the change management processDocumentation of new or previously undiscovered applications or processesCreate basic "How to" guides/instructions for end usersMaintain accurate and real time up to date timesheetsMaintain and manage your service tickets and overall service boardAttend monthly training & team meetings as requiredParticipate in the on-call rotation (1 week every 3-4 months)Additional duties as requiredSkills, Knowledge And ExpertiseAt least 1-year practical experience in a technical support or customer service position or recent technical education experience in a post-secondary environmentDemonstrable understanding of the following technologies:Windows 7, 8, 10, 11Microsoft Office Suite (2010 & Newer)Microsoft/Office 365Windows Server 2008 R2, 2012 R2, 2016, 2019, 2022Active DirectoryDHCPDNSTerminal ServicesAdditional Information You Will Want To KnowNorthern or Central California is preferredMinimal travel is expected, however some is possibleApplicant selected will be subject to a criminal and department of motor vehicles background checks and must meet Criminal Justice Information Systems (CJIS) requirements post-employmentVC3 offers a comprehensive benefit package and 401K/RRSP company matchingThank you for your interest in VC3. We appreciate all applications; however, only those candidates selected for an interview will be contacted.