Level I IT Bench Technician

Position Overview

The IT Bench Technician provides fast, reliable technical assistance for new and existing workstations. This role involves diagnosing and resolving issues related to computer hardware and software, including operating systems such as Windows and macOS. Responsibilities include documenting user requests, updating client trouble tickets, and ensuring timely resolution.

Salary: $40,000.00 - $50,000.00 per year

Job Type:

Key Responsibilities

• Develop, apply, and maintain custom workstation images tailored to client needs, including operating system installation, software deployment, configuration adjustments (e.g., removing bloatware), domain integration (Active Directory/Azure AD), and installation of Concertium’s tooling suite.
• Perform regular maintenance on computer networks, hardware, software, and related equipment.
• Provide clear and effective communication to understand issues and explain solutions, including for non-technical users.
• Deliver exceptional customer service with patience and professionalism, even in challenging situations.
• Ensure all actions align with company standards and contribute to preserving the company’s reputation and client satisfaction.
• Install, update, and configure new workstations for clients.
• Develop and maintain unique client golden images for streamlined workstation deployments.
• Act as the first point of contact for customers seeking technical assistance via phone or email.
• Perform remote troubleshooting using diagnostic techniques and targeted questions.
• Analyze issues and determine the best solution based on customer-provided details.
• Collaborate with customers to walk through and execute problem-solving steps.
• Escalate unresolved issues to the appropriate next-level support personnel.
• Provide accurate and clear information on IT products and services.
• Record incidents, resolutions, and relevant details in support logs.
• Follow up and update customers on their status and resolution progress.
• Relay customer feedback and suggestions to the appropriate internal teams.
• Identify and recommend process improvements to enhance efficiency.
• Create and maintain support documentation in line with standards to improve future troubleshooting.
• Deliver onsite support to Concertium’s customers when required.

Required Qualifications

• Experience Required: 1–3 years in workstation provisioning.
• Requirements: Must be a US Citizen.
• Requirements: Must be located in or near the Greater Tampa Bay area.
• Proven experience as a Service Desk Technician or in a similar customer support technical role.
• Strong knowledge of office automation products, databases, and remote tools.
• Solid understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Proficiency in English.
• Excellent written and verbal communication skills.
• Customer-oriented with a professional and calm demeanor.
• Ability to uphold company core values and standards in all customer interactions.

Benefits & Perks

• Benefits: 401(k)
• Benefits: Dental insurance
• Benefits: Health insurance
• Benefits: Paid time off
• Benefits: Vision insurance