Acture Solutions, Inc. is looking to hire a full-time IT Support Technician IV for the Pleasantville, NY location. Do you want to work on the cutting edge of IT innovation and further your career within an inventive and collaborative culture? Would you like to work for a people-first company that treats each employee with incredible respect? Are you seeking to grow your IT skillset in a supportive environment? If so, please read on!

This IT Support Technician IV position earns top-of-industry pay of $100,000 - $120,000/year, depending on experience, technical knowledge, and industry certifications. We also offer a selection of 100%-employer-sponsored health care plans, a generous retirement plan, unlimited paid time off (PTO), and employer-sponsored continuing education. If this sounds like the right opportunity for you, apply today!

ABOUT ACTURE SOLUTIONS

Delivering technology solutions since 1984, we are a rapidly growing managed services provider that provides digital transformation services to a diverse customer base. Our services encompass networking, data center, cybersecurity, physical security, and collaboration tools that help businesses, schools, medical centers, and governments deliver services digitally. We grew up servicing the needs of large school districts across New York State. As a result, our team acquired the skills necessary to work across a large diversity of environments with highly sensitive data security. With a decades-long legacy of helping customers work smarter and drive results, we are focused on delivering positive outcomes and customer satisfaction. We treat everyone as a family, from customers to employees.

We have a performance-driven culture with a growth mindset. Our employees are constantly challenged in their work and are encouraged to make mistakes and learn from those mistakes. We sincerely believe in the power of our team-centric approach. As long as the job is getting done, strong contributors enjoy significant amounts of freedom in their work. We trust our employees to determine the hours and location for work that best suits them. And time off is encouraged. We are an equal opportunity employer that values diversity.

A DAY IN THE LIFE OF THE IT SUPPORT TECHNICIAN IV

As an IT Support Technician IV, you play an essential role in maintaining the respect we have earned within the industry. Since people are our product, you are preparing to power our future growth as you continue gathering skills. The IT Support Technician IV will support efforts to resolve complex client technical issues, disseminate root causes and resolutions to the rest of the team, support new projects, and provide guidance on day-to-day activities.

Working on assigned tickets in a timely and professional manner, you solve a wide variety of IT issues for our clients, so they can accomplish their organizational goals. To be successful, you receive, prioritize, document, and actively resolve all help requests. You always show empathy and patience as you work with clients. You get great satisfaction out of helping to make our customers' IT lives as simple as possible, so they can accomplish their real work!

Essential Duties and Responsibilities include, but are not limited to, the following:

• Support new Client Services based projects and work with Project Management to ensure all timelines are met.
• Provide overall guidance on ticket queues and oversight of queues to ensure timely completion.
• Provides direct support and contact point for SLT and JLT.
• Provides support to management regarding Client Services operations and issues regarding the support of Information Technology resources.
• Resolves routine technical problems and answers queries by telephone and face-to-face in support of internal customer computer hardware, software, network, telecommunications systems, or audiovisual equipment.
• Assist Support Technicians to resolve incidents and requests as needed.
• Monitor high severity incidents to ensure resolution within communicated Service Levels
• Act as point of contact for escalations as needed.
• Ensure the consistent usage and contribution to the knowledgebase
• Ensure that the team is adhering to processes accordingly.
• May work closely with other IT groups (Infrastructure, enterprise applications, etc.) to proactively identify and resolve issues that affect the end-user experience.
• Assist in the mentoring and training of Support Technicians.
• Prepare support documentation for new application or processes prior to implementation.
• Undertake special projects as directed.
• Coach and assist the Support Technicians with technical and procedural support questions.
• Lead weekly staff meetings as necessary
• Participate in the process of selecting high achievers for spot awards or other recognition through various vendor incentive programs for their respective company.
• Perform Vendor & Quality Management duties for their respective company.
  

Education and Experience:

AA or BS/BA in Information Technology or related field along with 6 years of relevant experience or equivalent combination of education and experience.

Are you an active listener with the ability to explain technical information in layman's terms? Do you have a positive attitude? Will you consistently work hard for the team? Do you have intellectual curiosity and a desire to continuously improve? Can you think on your feet? Are you organized and able to effectively prioritize multiple tasks? Do you take the time to help and mentor fellow teammates? Are you a creative thinker who is always looking for ways to improve processes? Can you move from one task to another efficiently? If so, you might just be perfect for this IT Support Technician IV position!