Job Description

ARM Group LLC is looking for a self-driven and energetic IT Technician who provides timely and efficient technical assistance to employees across the organization by responding to help desk requests, managing employee onboarding and offboarding tasks, providing support for hardware and software both remotely and in-person and helping to drive and implement the Information Technology strategy across all company locations.

The successful IT Technician must have good technical knowledge, excellent troubleshooting skills and an ability to communicate effectively to understand problems and explain solutions. The technician must be customer-oriented, patient and able to deal with occasional ambiguous and difficult situations.

Primary Responsibilities:

• Serve as the first point of contact for employees seeking technical assistance via email, phone, chat, help desk ticket or in-person.
• Perform troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by employees.
• Direct unresolved issues to the next level of support personnel. Follow up as necessary to ensure resolution of escalation.
• Provide accurate information on IT products or services.
• Record issues and problems, and their resolutions, in the ARME Enterprises helpdesk ticketing system.
• Follow-up and update customer status and information.
• Educate employees when opportunities arise on how to optimize their use of the hardware and software technologies available to them.
• Manage onboarding and offboarding employee tasks and communications.
• Support the IT Manager in implementing the ARME corporate IT strategy, including coordination of training and communications.
• Order, manage and support hardware and software across the organization.
• Travel, on occasion, to other ARM Group Enterprises offices to provide hands-on support.
• Pass on any feedback or suggestions from employees to the appropriate internal team.
• Identify and suggest possible improvements on procedures.

Requirements

• High school diploma required.
• Two or more years of proven experience in an IT assistance role.
• Tech savvy with a working knowledge of Microsoft 365 products and services, Autodesk products and services as well as remote access and support tools.
• Good understanding of Microsoft Active Directory, DHCP, DNS, Windows-based desktop, laptop and server computer systems, Apple and Android mobile devices and other tech products.
• Resourceful, with the ability to diagnose and resolve basic technical issues.
• Proficiency in English.
• Excellent communication skills.
• Customer-oriented, cool-tempered and personable.
• Valid drivers license and clean driving history.

Preferred Requirements:

• Associate degree from an accredited institution in Information Systems or Computer Science
• Basic IT certifications which indicate technical proficiency (e.g. CompTIA A+, Network+, Security+, Microsoft Technology Associate, etc.)

Physical Requirements:

• Ability to lift up to 50 lbs when necessary.
• Ability to position self to maintain equipment, including under tables and desks.

Your Wellness, Our Priority: A Look at Our Benefits

We invest in our team's well-being and future through a comprehensive benefits package with a range of offerings designed to support you holistically. Our health and wellness offerings include two Health Insurance options (Traditional PPO and QHDHP with an HSA), vision and dental coverage, life insurance, disability protection, accident and critical illness coverage. To enhance your future financial security, we provide a 401(k) with company match, HSA/FSA accounts, and 529 college savings plans. Work-life balance is prioritized through our generous PTO starting at 15 days per year and 10 paid holidays per year, giving you ample time to rest, recharge, and attend to life outside the office. An Employee Assistance Program is provided to you and your household with resources to assist you in managing a variety of situations. We invest in your professional growth through our Tuition Reimbursement program and continuing education opportunities. After 6 months of employment, all team members become eligible for quarterly bonuses, providing additional avenues for financial growth. This robust package is designed to foster a workplace where you can thrive both personally and professionally, underscoring our dedication to your overall well-being and future success.

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