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IT Support Technician

Department: IT
Region: Midwest (US)

ETC is a global leader in the visual environment technology industry and has an opening for an IT Support Technician. If you want to work in a refreshing work environment, like to have fun and make money with great benefits, and be part of a great team with the best coworkers – then ETC is the right place for you!

Representative Responsibilities:
• Create and maintain project plans
• Respond to end-user contacts within service-level expectations
• Adhere to IT service-level expectations for customer service and support
• Monitor open Help Desk cases and prioritize workload to meet IT service-level expectations
• Oversees the front desk, making sure that equipment is available and in working condition
• Coordinates changes and requests; making sure the appropriate individuals are involved as needed
• Escalate appropriate problems/issues to second-level support teams
• Notifies second-level support teams of problems and/or recommended solutions.
• Build, install and support desktops and laptops
• Adhere to corporate, departmental, and team policies and procedures
• Ensure end-user customer satisfaction
• Communicate service-impacting issues to IT management
• Coordinate external repairs for end-user devices
• User account administration
• Recommend employee Goals & Objectives
• Performance reviews
• Recommend purchases
• Participate in initiatives to improve IT customer service and support
• Participates in IT response to emergency incidents
• Participates as a member of the Support Team
• Participates on IT project teams as requested
• Other tasks as assigned

Minimum Qualifications:  Grade and level to be determined – based on experience
• Associate’s Degree or comparable business experience in increasingly responsible positions in the related discipline
• All levels of previous job related experience will be considered
• Working knowledge of computer hardware, operating systems, applications and desktop environments
• Familiarity with desktop hardware/software
• Excellent customer service and follow-up skills
• Excellent troubleshooting and problem-solving skills
• Experience in a team environment
• Ability to participate on a team
• Ability to solve difficult problems and interdependency issues between complex business systems
• An ability to achieve a high attention to detail
• Experience with problem tracking tools
• Training and certification in Microsoft and networking products preferred

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