IT Support Technician
Equix is a privately held construction firm that develops companies and professionals in the technical and construction services industries across the country. Equix performs a variety of utility and infrastructure projects offering full-service, construction, and maintenance services, electric, oil and gas, heavy civil, pipeline, water and wastewater markets. We have a current opening for an IT Support Technician who will assist our internal employees in troubleshooting IT issues and help provide them with technical support.
The IT Support Technician is responsible for reviewing all incoming IT tickets, resolving issues within scope, assigning tickets to appropriate team members as needed, and ensuring proper categorization and prioritization of all tickets. This role acts as the first line of coordination and quality control for our IT support, ensuring timely and efficient resolution of technical issues across the organization.
Essential Duties and Responsibilities:
- Provide first-level support for hardware and software issues via phone, email, in person, or instant messaging, documenting all work from initial request through resolution.
- Troubleshoot, diagnose, and resolve hardware and software problems accurately and efficiently.
- Maintain a customer-focused approach while effectively managing multiple tasks and priorities.
- Deliver high-quality customer service by responding promptly and professionally to user inquiries and technical needs.
- Escalate tickets to appropriate second-level support or third-party vendors when necessary, assisting through to resolution as needed.
- Communicate clearly and professionally with end users regarding ticket status and resolution timelines.
- Offer user training and guidance on hardware, software, and IT best practices.
- Monitor and manage all incoming help desk tickets using the organization's ticketing system.
- Prioritize, categorize, and assign tickets based on urgency and impact to ensure timely resolution and compliance with service level agreements (SLAs).
- Conduct regular follow-ups on open tickets to ensure issues are resolved and users are satisfied.
- Identify recurring issues and trends, and report them to IT leadership for further investigation and root cause analysis.
- Contribute to maintaining accurate and current documentation of help desk procedures and knowledge base content.
- Recommend and support the implementation of improvements to help desk operations—including ticket routing, workflow processes, and response times—in collaboration with the IT team.
- Maintain detailed records of support interactions and adhere to established communication procedures, guidelines, and policies.
- Proactively pursue training and development opportunities to expand technical knowledge and stay up to date with industry trends.
- Occasionally travel to remote office locations to provide in-person support or assist with on-site IT initiatives.
Qualifications
- Associate degree in Information Technology preferred
- Excellent organizational and time management skills
- Strong communication and interpersonal skills
- Basic technical troubleshooting skills (Windows, software, network, hardware)
- Ability to manage multiple tasks and adapt to frequently changing priorities
Benefits:
- Multiple medical plan options
- Weekly pay
- Wellness program
- Dental and vision plans
- FSA and HSA options
- 401k savings plan with employer match
- Financial protection products
- Short and long term disability, life, accident, critical illness
- Legal shield and ID theft plans
- Employer-paid life insurance
- Paid Time Off and paid holidays
- Employee assistance program
- Employee referral program
Candidates must pass pre-employment screenings that may include a drug test, background check, reference checks, and driver's license check with an acceptable driving record. Equix is an Equal Opportunity Employer, D.O.T. drug testing participant, and e-Verify participant. We encourage minorities, women, people with disabilities, and veterans to apply.