IT Technician, Motorola Solutions

• Associate degree or equivalent
• Fluent communication skills in English
• 3+ years of IT/Computer experience
• One or more of the following certifications: ACMT ( Apple), CompTIA A+ Certification, Google IT Support Professional, Microsoft MCSE
• Bachelors degree with 0+ years of IT Computer experience
• OR 2+ years of IT Computer experience

Desirable

• The IT support technician provides face-to-face support via walk-up service for IT-related incidents and requests from employees and contractors, along with remote support for off-site users
• This technician is part of a professional team of people providing a single point of contact for high-level customer service and technical support
• Primary responsibility will be supporting our employee base with their technology needs, including desktop support issues, IP phones, and mobile devices
• Experience supporting Windows 11, Mac OS, and Google Workspace is required
• This person should be a good communicator who enjoys working with people from all levels of the company
• This position will require 100% on-site support at the Vancouver, BC, Canada site
• Work hours are from 8 am to 5 pm with a 1-hour lunch break
• This is a 40-hour work week
• Location schedule changes are based on business needs
• Investigate, troubleshoot, and resolve all computer software and or hardware problems for on-site and remote users. These include but are not limited to Google Suite, Remote/VPN Connectivity, Printing, MS Office, and Chromebox / Audio-Visual services
• Primarily responsible for installing and configuring computer systems following a defined imaging process. Diagnosing hardware and software faults and providing technical support to Motorola Solutions employees and contractors
• Create, maintain, and update IT equipment in our asset tracking software
• Provide mobile device support to include the setup of devices (iOS, Android, etc.) to connect to the mobile device management system and remote authentication applications
• Assist with IT onboarding of resources, including new PC's, loaner PC's, IT Training, etc. Complete IT responsibilities associated with the offboarding of retired resource assets
• Track all customer communication and users' requests/problems in the ServiceNow incident tracking system. Ensure customer satisfaction by reviewing and performing follow-up communications on open/closed tickets. Update the associated knowledge base with standard resolutions as required
• Coordinate between other IT resources ( internal and external) and vendors to resolve issues and proactively evaluate and avoid future issues related to hardware and software on users' computers
• The individual must present a positive customer service experience for fellow employees
• Create and maintain in-house documentation; these include but is not limited to checklists, IT Asset Management, general policies, and procedures
• Prioritize critical issues and escalate issue(s) following defined processes
• Participate in automation and script development for repetitive activities
• Expand knowledge and learn new systems and procedures
• Able to work independently with minimal supervision
• Perform inventory management tasks