Information Technology Support Technician

Job Summary

The IT Support Technician is an escalated point of contact for employees experiencing technology related issues. The primary responsibility is to provide timely delivery of quality technical support service to end users. This includes planning, installing, configuring, maintaining, and optimizing all network hardware, software, and communication links while ensuring minimal network downtime. Also diagnosing, resolving, and documenting hardware and software network problems in a timely and accurate fashion and providing end‑user training and support where required.

• Provide resolutions utilizing problem‑solving methods.
• Install, configure, and troubleshoot computer network devices and associated equipment.
• Install AV equipment, including televisions and Microsoft Teams equipment.
• Perform network troubleshooting to isolate and diagnose common network problems.
• Upgrade network hardware and software components as required.
• Provide users with desktop and network technical support.
• Respond to the needs and questions of users regarding their access of resources on the network.
• Support Windows‑based software systems with a networking component.
• Perform common technical support duties that may include answering telephones, communicating with clients, diagnosing hardware and software malfunctions, troubleshooting problems, replacing hardware, and installing new software on clients’ equipment.
• Communicate to the IT Manager on restocking essential spare parts inventory.
• Manage end‑user equipment and software lifecycle upgrades and updates.
• Strong understanding of Microsoft 365, including SharePoint.

• Required Skills / Abilities: Technological savvy, self‑starter, highly motivated, and ability to multi‑task effectively; ability to coordinate problem investigation and completion of client–specific corrective actions; working knowledge of networking fundamentals and protocols; excellent consultative and communication skills and ability to interface effectively with all levels of management; good customer service skills; ability to properly manage and prioritize resources and projects; ability to address all help‑desk related problems and provide timely resolutions;
  
  analytical and statistical reasoning ability; team player who can operate effectively within a complex culture; ability to respond quickly and effectively under pressure and deadlines; good organizational and troubleshooting skills utilized to manage help‑desk activities; strong customer focus and work ethic of seeking continual improvement; ability to successfully function in a dynamic organization with a fast‑paced and changing global business environment;
  
  valid driver’s license, local travel required 10%.
• Education & Experience: Associate’s degree in a computer‑related field required or, in lieu of a degree, 2+ years of relevant experience. Minimum 2 years of related experience and/or training in a help‑desk support role or equivalent combination of education and experience. Willingness to obtain certifications as needed. CompTIA A+ certification or equivalent.
• Physical Requirements: Climb ladders; lift up to 50 lbs and work from a bent, crouched, or kneeled position.

$50,000 - $55,000 per year.

This job description is not a complete statement of all duties and responsibilities comprising the position. Job descriptions are not intended and do not create employment contracts.