IT Support Agent

Thanks for your interest in joining the GroupOne team! We're looking for people who love utilizing their IT skills to help and delight people. If that sounds like you, then read on for the details about this IT Support Agent position.

Here's what an IT Support Agent does:

  • Answers incoming calls from clients
  • Resolves simple or fast tickets
  • Creates tickets and supports the triage process
  • Provides application support (Office/Microsoft 365, QuickBooks, etc.)
  • Configures hardware and install common peripheral devices
  • Provides basic network support (configuration of wireless routers and access points)
  • Accesses client systems via RMM (Remote Monitoring & Management) tools
  • Conducts peer-to-peer training and shadowing
  • Manages basic logistics and inventory for enterprise-level clients
  • Administers maintenance activities such as operating system and application software patching
  • Sets up new computers and user accounts
  • Ensures the confidentiality and security of all information
  • Prioritizes service tickets by urgency
  • Provides efficient and timely resolutions to customer support cases
  • Performs additional duties as required
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Here are characteristics and skills that an ideal IT Support Agent has:

  • Passionate about technology
  • Comfortable providing phone support to clients
  • Thoughtful and kind while performing customer service duties
  • Able to communicate clearly in both writing and speaking
  • Willing to work a standard M-F work week (and very occasional nights/weekends)
  • Able to adapt and accept challenges in a fast paced, dynamic environment
  • Exhibits a positive attitude and be able to fit in well within a strong team
  • Able to successfully prioritize service issues based on multiple competing objectives
  • Able to accurately track time and services performed during the course of the day
  • Behaves in an ethical way, specifically: Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity; Upholds organizational values.
  • A proactive self-starter who is goal-oriented and strives for excellence
  • Highly dependable, specifically: Follows instructions; Responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with suggestions for an alternate plan.
  • Local to the greater Sacramento area
  • Has experience working with windows networked computers, printers, scanners, and copiers at the workgroup level
  • Has a working knowledge of modern Microsoft Windows operating systems, system clean-up, performance tuning and malware/virus cleanup
  • Can performed PC repair/support in a professional or educational setting
  • Can identify, specify, and troubleshoot workstation hardware
    • Motherboards, Expansion Cards, and RAM
    • Storage media (Optical, Solid-State, and Mechanical Storage)
    • File systems, formatting, and partitions (e.g., FAT32, NTFS, APFS, etc.)
    • Peripherals (e.g., Pointing/Typing devices, Printers/Scanners, Displays, etc.)
  • Can setup and troubleshoot layer 1 connectivity (Power, Network, and AV cabling)
  • Can update a workstation's firmware and UEFI/BIOS
  • Can install, troubleshoot, and update workstation drivers and Operating Systems (Windows and Mac)
  • Able to use Windows' core tools and features (e.g. Task Manager, Services, Regedit, Disk Manager)
  • Can install, configure, and troubleshoot
    • Microsoft Office Products
    • Email, Cellular Networking, and Bluetooth on mobile platforms (iOS and Android)
  • Knows how to perform basic ping / traceroute troubleshooting
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To be considered for the role of IT Support Agent...

  • A high school diploma, College, or Technical School is preferred
  • 2+ yrs of experience in Customer Service, Technical Support, or similar is preferred
  • Entry level CompTIA Certifications are preferred
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A few final details about the IT Support Agent role:

  • Language & Writing Skills: You'll need the ability to read, comprehend and prepare simple to complex instructions, correspondence, reports and memos.
  • Compensation: The compensation for this position is negotiable, and has typically been in the range of $18-$22/hr, and promotions typically occur after 2yrs+.
  • Certificates, Licenses, Registrations: A valid driver’s license, proof of automobile insurance and current registration.
  • Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is frequently required to sit, bend, stoop, reach, and carry. The employee is frequently required to stand; walk and use hands. Specific vision abilities required by this job include close and distance vision.
  • Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work environment is in a climate controlled office with light to moderate background noise.
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To apply for to be our next IT Support Agent, enter your contact info: