Support Technician

Overview

Delivers front-line IT support for hardware, software, and network issues. Manages service tickets, ensuring resolution or escalation per SLAs. Handles user account setup, access, and device troubleshooting.

Provides troubleshooting, technical assistance, and support for incoming requests from customers and end-users regarding software, computer hardware, systems, mobile devices, printers, and other devices. Uses a ticketing system to track documentation and adherence to SLAs.

• Troubleshoots and resolves issues with typical internal and external service applications, software, hardware, and more.
• Provisions network access and password resets in all applications administered by IT Services.
• Gathers pertinent details and assigns or escalates tickets to the appropriate level of support.
• Processes network access setup for new employees and non-employees.
• Performs software installation on computers and provides technical assistance for software upgrades.
• Provides front-line support for mobile devices, laptops, computers, printers, and beyond.
• Navigates and utilizes help desk processes and procedures.
• Utilizes intra-departmental resources to achieve competent and proficient skill levels with standard IT systems and IT industry practices.
• Executes first attempt to solve the Service Calls.
• Accepts and registers Service Calls.
• Classifies Service Calls according to the specified options.
• Tracks the progress of an owned Service Call during the entire lifecycle to ensure resolution within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary.
• Escalates to the appropriate management level when thresholds are violated.
• Communicates internally and externally about Service Calls, e.g., status updates directly with a customer or broadcasting to a larger audience as defined in the SLA.
• Manages the entire service request process, ensuring adherence to SLA.
• Creates user accounts for the Active Directory, Exchange Mailboxes, and Distribution lists.

• High School Diploma or GED, Associate’s, Bachelor’s Degree, or Technical Certification in a related field preferred.
• Thorough knowledge of troubleshooting remote access issues.
• Technical helpdesk or technical call center experience.
• Hands‑on work experience with some or all of the following:
  Windows, Windows Server, Active Directory, O365, MS Project, MS Visio, Explorer, Chrome, Firefox, VPN, and remote dial‑in users.
• ITSM ticketing tools include Remedy, Client Service Center, and Connectwise.
• Remote desktop connectivity applications like SMS, Bomgar, Web Ex, Live Meeting, and Windows.
• Organized, process‑oriented, problem solver, listens to understand, time/self‑management, prioritization, others/customer‑focused, team player, articulate (oral & written communication), diplomatic, patient, professional, and polite.