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IT Support Technician

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Department:
Information Technology
Location:
Kennett Square, PA
Type:
Full-time
Compensation:
Commensurate with experience
Benefits:
Benefits include health insurance, life and disability insurance, 401k, EAP, paid holidays and paid time off.

Overview:

We don’t simply hire employees. We invest in them. When you work at Chatham, we empower you — offering professional development opportunities to help you grow in your career, no matter if you've been here for five months or 15 years. Chatham has worked hard to create a distinct work environment that values people, teamwork, integrity, and client service. You will have immediate opportunities to partner with talented subject matter experts, work on complex projects, and contribute to the value Chatham delivers every day.  

An excellent candidate will be a self-starter, have an entrepreneurial spirit and learn quickly.  The candidate should be highly motivated with a passion for delivering high quality service. Strong technical and logical thinking skills are essential. The candidate must interact with other team members in various departments and create accurate notes and solutions articles.  Good written and verbal communication skills are necessary. We are looking for a candidate whose passion for people and technology will help us continue to innovate and add value to the company as a whole.

In this role you will:

The IT Support Technician serves as a source of technical support to our user base for data, voice, audio/video, hardware, and software. They will also serve as a Subject Matter Expert and a technical resource for their teammates. This person responds to calls for break/fix, moving/relocating, new setup of equipment, and much more. This role requires deep knowledge and elevated skills to either fix the problem or escalate the problem to the appropriate person(s). The IT Support Technician will follow department processes and procedures and will work under moderate to light supervision, referring questionable situations to the Team Lead or appropriate Subject Matter Expert. Accuracy and quality of work is a requirement of this position, as well as a having a good attitude, good work ethic, leadership skills, team skills, having a good attendance record and being punctual. 

  • Provide technical guidance to team members
  • Serve as a Subject Matter Expert
  • Interact with end users to troubleshoot, and resolve their technical incidents, as well as service requests
  • Collaborate and communicate with CSRs, IT Support Technicians, IT Support Team Lead, Sys Admin Team Members, other internal support teams, and the Project Management Team
  • Ensure the timely resolution and documentation of all assigned tickets in Ticketing System, as well as creating Solutions Articles as needed
  • Escalate issues to appropriate teams as needed
  • Complete tasks and projects as assigned by Team Lead, Project Owners and Project Manager
  • Respond to Chatham employees’ inbound inquiries via phone, secure chat, walk up, and email regarding support requests and incidents
  • Exercise conversational information gathering techniques demonstrating strong call control and engendering trust
  • Provide world class customer service through first call resolution when possible
  • Document every correspondence with end-users clearly and concisely
  • Request and secure required documentation according to documented company procedures
  • Deliver timely, accurate and actionable information to support teams as appropriate
  • Improve upon and refine customer service knowledge and techniques through ongoing training
  • Take ownership of resolving end user inquiries through effective communication and attempt to foresee causes of additional inquiries
  • Use various systems concerning issue tracking, end user account management, inventory, and procurement

Contributors to your success: 

  • Must enjoy working with people
  • Professional demeanor, strong work ethic
  • Strong ability to understand conversational cues and react accordingly
  • Genuinely helpful and empathetic
  • Truly driven to do excellent work and impress through every interaction
  • Ability to recognize patterns and extrapolate information
  • Ability to follow standard procedures routinely to guarantee accuracy of work
  • Strong verbal and written communication skills
  • Ability to build positive working relationships with end users and your team
  • Ability to exhibit grace under pressure, while successfully navigating complex work assignments/situations efficiently and effectively
  • Ability to meet critical deadlines in dynamic, rapidly changing environment
  • Ability to focus in an open environment. We do not have cubicles.
  • Self-motivated, resourceful, productive on teams as well as independent work
  • Able to move between projects / duties quickly and efficiently with excellent organizational and time management skills
  • Experience handling high volume transactions
  • Track record of successful high impact decision making
  • Experience analyzing and problem-solving
  • Ability to conduct research into desktop issues, standards and products as required

Preferred Qualities and Abilities:

  • Windows 10
  • Mac OS X
  • Intermediate networking knowledge
  • Microsoft Office applications
  • O365 administration
  • OneDrive and SharePoint Management
  • Video Conferencing software and systems
  • Ring Central and/or other VOIP administration
  • Microsoft SCCM
  • Microsoft Active Directory
  • Microsoft Exchange
  • Troubleshooting Hardware and Software issues for End Users
  • Jamf
  • ESET AntiVirus Management
  • Project Management Frameworks
  • PowerShell Scripting
  • ITIL Principles and Processes
  • FreshService Ticketing System

About Chatham Financial:

Chatham Financial delivers financial risk management advisory and technology solutions to organizations across industries and around the world by helping companies maximize value in the capital markets. At Chatham, we help businesses improve their bottom lines. But that’s not the only place we’re committed to making an impact. We look beyond our clients, too — enhancing the markets where we work, supporting the clients we partner with, helping our employees thrive, and giving back to the world at large. And when you join Chatham, you’re an integral part of this equation, enabling us to live this purpose-driven philosophy every day. 

 

 

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