Job Description

BEMA INFORMATION TECHNOLOGIES is a highly recognized provider of IT services to churches, schools and medium-sized businesses. We are 21 years old, have grown without a sales force and do not advertise. Our consistent growth comes from hiring people who are technical, communicate well and perform at a high level.

WE ARE A BIT DIFFERENT. . .

• We care about people, your family and your career development
• We don't want you working overtime
• We strive to over communicate, rather than under
• We do what we say we are going to do

YOU WILL:

• Provide remote support to clients seeking assistance with technical issues
• Log relevant incident/service request details
• Assign priority level and category to all tickets
• Fulfill basic service requests such as password resets.
• Provide first-line investigation and diagnosis
• Resolve incidents/service requests when first contacted whenever possible
• Escalate incidents/service requests that cannot be resolved
• Keep users informed of progress
• Communicate with users – keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.
• Document problems and resolutions in a concise manner in our internal systems
• Participate in on-call rotation

MANDATORY SKILLS AND EXPERIENCE:

• Working knowledge of Windows 10
• Working knowledge of Microsoft Office

DESIRED SKILLS AND EXPERIENCE:

• Working knowledge of Apple, Android and Chromebook devices
• Basic computer and network troubleshooting skills
• Basic computer configuration/installation
• Microsoft Cloud services, including Office 365

PERSONAL SKILLS AND REQUIREMENTS:

• Excellent customer service skills, including:
• Clear and professional communication
• Ability to communicate technical information to non-technical users
• Strong documentation skills
• Ability to contribute thoughtful planning, careful execution, and effective teamwork
• Ability to manage multiple activities simultaneously
• Capable of working independently or on a team
• Ability to adapt to varying environments

PHYSICAL SKILLS AND REQUIREMENTS:

• Able to lift 40 pounds (personal computer, monitor, or printer)

WORKING CONDITIONS:

• Fixed Schedule: Monday-Friday 8 am to 5 pm, typically. Shift start time could vary up to an hour earlier or later based upon client needs
• Available to come in early or stay late, as required
• Available for after-hours support when needed

Compensation: Will pay for depth of skill and hands-on experience.