At Motorola Solutions, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video and services help our customers work safely and more efficiently. Whether it’s helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.
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, mobile devices, and printers. Experience supporting Windows XP, Windows 7 and G-Suites is required. This person should be a good communicator who enjoys working with people from all levels of the company.
Scope of Responsibilities / Expectations
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 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 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 responsible tasks associated with offboarding of retired resources assets.
Prioritize critical issues and escalate issue(s) following defined process.
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.
Track all customer communication and users requests / problems in Servicenow incident tracking system. Ensure customer satisfaction by reviewing and performing follow-up communications on open/closed tickets. Update associated knowledge base with standard resolutions as required.
Create and maintain in-house documentation; these include but are not limited to checklists, IT Asset Management, general policies and procedures.
Expand knowledge and learn new systems and procedures.
Individual must present a positive customer service experience for fellow employees
Perform inventory management tasks
Participate in Information Services projects and rollouts; as needed
Participate in continual improvement of processes through the development and implementation of supporting documentation and procedures.
Desired Background/Knowledge/Skills
Excellent knowledge of PC and desktop hardware.
Excellent knowledge of PC internal components.
Hands-on hardware troubleshooting experience.
Technical knowledge of current protocols, operating systems, and standards.
Ability to operate tools, components, and peripheral accessories.
Able to read and understand technical manuals, procedural documentation and OEM guides.
Strong analytical and problem-solving skills
Ability to communicate effectively with others, both orally and in writing.
Engineering Applications Knowledge
Microsoft Office experience
VM Experience
ServiceNow Experience
Android and IOS experience
2+ years IT/Computer experience and prior technical support experience
2 year Technical degree - preferred
One or more of the following certifications: Microsoft MCSE, Comptia A+ Certification, Google IT Support Professional, ACMT (Apple)
EEO Statement
Motorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.
