IT Support Technician

Job Summary

The IT Support Technician will play a critical role in providing comprehensive technical support to end-users across the company. This position requires a broad range of technical skills, exceptional problem-solving abilities, and the ability to handle a variety of IT and help desk tasks. The IT Support Technician will be responsible for troubleshooting, resolving issues, and escalating complex problems to higher-level technical teams when necessary.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

• Provide technical support and assistance to end-users, resolving hardware, software, and network-related issues promptly, politely, and effectively.
• Serve as the first and sometimes only point of contact for IT and Help Desk inquiries, troubleshooting problems, and providing timely solutions.
• Assist in the setup and configuration of workstations, laptops, printers, and other IT equipment for employees.
• Install, upgrade, and maintain software applications, ensuring compatibility and functionality.
• Collaborate with other IT teams to resolve escalated technical issues and coordinate problem resolution.
• Willingness to learn and adapt to new technologies and processes.
• Attend all required meetings and events.
• Adhere to company policies and procedures.
• Other duties as assigned.

• Displays a high level of attention to detail and organization.
• Possesses a fundamental understanding of asset management and IT asset conceptions.
• Understands the importance of inventory accuracy and can work well within an asset management platform.
• Demonstrates proficiency with Microsoft M365 in general and with Excel specifically.
• Demonstrates proficiency in ticketing systems and help desk software.
• Works with urgency and functions well in a high-churn environment.
• Ability to handle various projects in a fast-paced environment.
• Demonstrates a willingness to learn and adapt to new technologies and processes.

• High School Diploma or GED equivalent.
• AAS degree (minimum) in Computer Sciences or related field.
• Experience with IT systems, hardware, software, and networks.
• Prior experience in an IT Help Desk or customer support role is preferred.
• Professional Certifications within Computer Sciences or information Technology a plus.
• 1–2 years of experience in a Contact Center or related environment a plus.

North End Teleservices will offer a comprehensive benefits package. Compensation is commensurate with skills and experience.

Employees will follow the work schedule assigned and must comply with the attendance and established punctuality requirements.

Diversity equity and inclusion as a leadership competency is a measure of success within NET.

• Cultural competence:
  Understand multiple frameworks, values, and norms; demonstrate ability to flex style when faced with myriad dimensions of culture to be effective across cultural contexts; negotiate, facilitate cultural differences, conflicts, tensions, or misunderstandings; discern when to inquire, advocate, drive, or resolve more decisively; commit to continuous learning / improvement in diversity, inclusion, and cultural competence; acknowledge and address possible unfavorable impact;
  
  influence media and marketplace via communication and community outreach; identify, partner, and leverage relationships with key external diverse suppliers, organizations, and customers to enhance the supply chain and increase market share, revenues, and loyalty; understand and stay current on global and local trends/changes and how they inform and influence D&I.
• Corporate communications:
  Acknowledge and address potential unfavorable impact.
• Corporate Social Responsibility:
  Influence media and marketplace via communication and community outreach to competitively position the organization.
• Brand Management:
  Identify, partner, and leverage relationships with key external diverse suppliers,…