IT Support Technician

The IT Support Technician is responsible for providing front-line technical support by responding to user requests and resolving computer, application, access, and performance issues. This position is responsible for software installations and managing user access.

Essential Duties & Responsibilities Respond to end-user phone, email, or chat requests for support to resolve basic computer, application, system, device, access, or performance issues

Utilize product information or solution database to research, troubleshoot, and deliver solutions

Advise users on the methods, steps, and action to resolve and avoid future issues and provides documentation as needed

Escalate problems to the appropriate levels or teams to achieve issue resolution

Support installs or upgrades of software or devices, set up user profiles, or reset passwords

Maintain accurate records of issues, solutions, and processes in the ticketing system

Prepare user guides and instructions for common problems or procedures

Configure, monitor, and troubleshoot network systems to ensure optimal performance and security

Assist with basic network connectivity issues (Wi-Fi, VPN, printers, shared drives)
Assist with routine maintenance activities such as updates, patches, and backups

Other duties as assigned

Job duties or responsibilities may change at any time, with or without notice.

Required Qualifications Associates degree from an accredited school with major coursework in technology/computer science preferred, but not required.
1-2 years of experience in IT support, help desk, or systems administration

Competencies

Ability to work in a goal-oriented team environment.

Ability to work independently and be a self-starter.

Demonstrated ability to manage multiple priorities and projects simultaneously.

Strong attention to detail.

Excellent analytical skills.

Strong desire to succeed and possess a positive work attitude.

Exceptional written, verbal, and interpersonal communications and presentation skills.

Excellent analytical skills.

Physical Requirements & Working Conditions Must be able to move from stationary position to bending, lifting, squatting, and reaching positions on a continual basis. Must be able to twist and turn on a continual basis.

Must be able to use computer keyboard and company software programs.

Generally Monday through Friday. Additional and varied hours as needed.

Ability to support after normal work hours if needed. Some travel may be required
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