IT Technician

IT Technician

Location:

US-VA-Richmond

Job :

Type:
Regular Full-Time

# of Openings: 1

Category:
Information Technology / New Market Services

ABOUT US:

New Market Corporation, headquartered in Richmond, Virginia, is the parent company of Afton Chemical Corporation (Afton), Ethyl Corporation (Ethyl), and American Pacific Corporation (AMPAC). The Afton and Ethyl companies develop, manufacture, blend, and deliver chemical additives that enhance the performance of petroleum products. Afton is a leading manufacturer and marketer of performance enhancing fuel and lubricant additives with operations around the world.

AMPAC, with operations in the U.S., is a manufacturer of specialty materials primarily used in solid rocket motors for the aerospace and defense industries.

JOB SUMMARY:

Under direction, your primary responsibility will be to provide comprehensive technical support to end-users within the organization. You will play a crucial role in ensuring the smooth operation of IT systems, resolving issues promptly, and contributing to the overall efficiency of the IT department.

• Ticket Management:
  • Create, manage, respond to, and troubleshoot IT support tickets through email, phone, and in-person interactions.
  • Prioritize and resolve tickets based on urgency and impact on business operations.
  • Maintain detailed records of all support requests, actions taken, and resolutions.
• User Account Management:
  • Unlock user accounts and reset passwords as needed.
  • Ensure security protocols are followed when handling account-related tasks.
  • Provide guidance to users on best practices for account management and security.
• Asset Management:
  • Responsible for the tracking, distribution, and retrieval of IT assets.
  • Conduct regular audits to ensure accurate records of received and issued assets.
  • Assist in the procurement and disposal of IT hardware and software.
• Technical Support:
  • Diagnose and troubleshoot hardware, software, and network issues.
  • Collaborate with other IT professionals to facilitate escalation and resolution of complex problems.
  • Provide on-site technical support when necessary.
• Communication:
  • Communicate effectively with end-users to gather information and provide updates on the status of their support requests.
  • Collaborate with team members to share knowledge and improve overall support efficiency.
• Imaging and Deployment:
  • Deploy and configure computers, ensuring that they meet organizational standards and user requirements.
• Projects and Duties:
  • Undertake and complete assigned IT projects as needed.
  • Stay current with industry trends and technologies to contribute innovative solutions.
  • Assist in the development and implementation of IT policies and procedures.
• Documentation:
  • Maintain accurate and up-to-date documentation for troubleshooting procedures, solutions, and configurations.
  • Contribute to the knowledge base to facilitate the resolution of recurring issues.

• Basic knowledge of helpdesk responsibilities and processes typically acquired after at least a year in a helpdesk or IT support environment.

• Microsoft Certified Professional and/or associate degree in IT or a related field.
• Familiarity with ITIL practices.

NOTE:
For internal employees, an appropriate combination of experiences that will support the required skill base may replace one or more of the specific experience requirements above.

• Strong Knowledge in:
  • Computer Hardware
  • Remote Access Concepts
  • Windows Operating Systems, with a focus on Windows 10 & 11
  • Microsoft Office Suite (Outlook, Word, Excel, Power Point)
  • PC Imaging
• Basic Knowledge in:
  • Cyber Security Best Practices
  • Database and Application Support
• Demonstrates a customer-centric approach in both work and assignments.
• Capable of working in a stressful environment.
• Able to multitask and maintain focus even with multiple interruptions.
• Displays effective oral and written communication skills.
• Exhibits adaptability, flexibility, and self-motivation in varying work scenarios.
• Capable of making sound decisions and adjusting procedures as needed.

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