IT Support Services Technician

The IT Support Services Technician I plays a crucial role in providing technical support and assistance to end-users within the organization. This position involves responding to user inquiries, diagnosing, and resolving technical issues, and ensuring the smooth operation of computer systems, software, and hardware. The IT Service Desk Analyst is responsible for maintaining a high level of customer satisfaction by delivering prompt and effective solutions to IT-related problems.

Position Requirements

Education and experience

• A bachelor's degree in computer science, information technology, or a related field is preferred.
• IT certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent are a plus

Skills and abilities

• Proven experience in a similar IT Service Desk or technical support role.
• Strong knowledge of Windows operating systems.
• Familiarity with common software applications, office productivity tools, and collaboration platforms.
• Excellent communication and interpersonal skills.
• Ability to troubleshoot and resolve technical issues independently.

TOOLS, EQUIPMENT, & OTHER RESOURCES USED

• PC with Windows based operating system and programs (Excel, Word, PowerPoint, etc.), and other various software applications supported by a Windows platform.
• Various computers, servers, network hubs and associated hardware

Responsibilities and Duties

User Support:

• Provide first-line support to end-users via phone, email, or in-person, addressing issues related to hardware, software, network connectivity, and other IT-related concerns.
• Clearly and accurately document all support interactions, including the nature of the problem, troubleshooting steps taken, and resolutions applied.

Technical Troubleshooting:

• Diagnose and resolve technical issues with desktops, laptops, printers, and other end-user devices.
• Troubleshoot software applications, operating systems, and peripheral equipment to identify and implement effective solutions.

Incident Management:

• Log and prioritize incidents reported by users, ensuring timely resolution within established service level agreements (SLAs).
• Escalate complex issues to higher-level support teams when necessary and follow up on escalated issues to ensure resolution.

User Training and Guidance:

• Assist users in understanding and utilizing various software applications and IT services.
• Provide guidance on best practices for computer use, security awareness, and data protection.

System Monitoring and Maintenance:

• Monitor IT systems for potential issues and proactively address them to prevent service disruptions.

Documentation:

• Maintain accurate and up-to-date documentation of IT systems, procedures, and troubleshooting steps.
• Contribute to the knowledge base to facilitate efficient problem resolution and enhance the overall effectiveness of the IT Service Desk.

Collaboration:

• Work collaboratively with other IT teams to resolve complex issues and contribute to continuous improvement initiatives.
• Participate in team meetings and training sessions to stay informed about new technologies and best practices.

Customer Service:

• Provide excellent customer service, demonstrating patience, empathy, and effective communication in all interactions with end-users.
• Act as a positive representative of the IT department, fostering a culture of customer satisfaction and technical excellence.

Specific:

• Provide customer service-oriented end-user technical support to computer users in all Inotiv locations.
• Provide general technical expertise and individualized training in the use of personal computers to Inotiv staff.
• Build and maintain inventories of hardware and software with direction from management.
• Occasional travel to other Inotiv locations may be required.
• Subject to 24-hour recall to perform emergency response duties. May include weekends and nights to support actual emergency operations.
• Maintain confidential information.
• Support and participate in other company initiatives as directed by management.
• Perform other duties as assigned.

Performance requirements

General

• Ability to read, write, speak, and understand English

Physical Activity

• This position requires frequent walking, standing for extending periods of time, sitting for extended periods of time, talking for extended periods of time, carrying items (maximum of 25 pounds), reaching while standing and general repetitive motions

Working Conditions

• Clean, pleasant, comfortable office and/or laboratory setting
• Office and/or laboratory] environments include varying temperatures and dust
• The noise level is usually moderate

The anticipated hiring salary range is $25.00 -$27.00/hr salary will be commensurate with experience and responsibilities.

* This position could be offered at different levels for candidates who qualify with a combination of advanced levels of education and/or years of experience. The salary range will adjust along with the level of the role to match the person's relevant experience and/or education level.

Inotiv is a growing contemporary drug…