Information Technology Tech

An Information Technology Tech provides technical support to users, troubleshooting and resolving IT-related issues with hardware, software, and networks, serving as the first point of contact for technical assistance. The Information Technology Tech’s primary focus may be in the areas of computer operations, user and desktop support (hardware and software), and helpdesk functions. IT performs a variety of support duties to ensure smooth delivery of technology services. Monitors, operates, or coordinates and assists others in the operation of computer hardware, software, and peripherals in order to achieve desired results. Utilizes computer equipment, software and diagnostic tools to perform a broad range of customer assistance, equipment maintenance and repair, and computer operations assignments. Requires minimum supervision and may act as lead when the need arises. Updates supervisor on status of projects or technical issues. Exercises judgment and creativity in selecting and applying procedures correctly, and determines when to refer problems to the supervisor or next level of support. This is a model job description. The duties listed below are representative and characteristic of the duties required. They are intended to suggest a general level of skill and complexity and as such are not a substitute for the specific descriptions for individual positions.

Specific Job Duties/Responsibilities:Troubleshooting and Problem Solving:

• Diagnose and resolve technical issues related to computer hardware, software, networks, and peripherals.
• Identify the root cause of problems and implement effective solutions.
• Guide users through troubleshooting steps and provide clear instructions.

Customer Service:

• Respond to user inquiries via phone, email, chat, or in-person.
• Provide friendly and helpful support to users with varying technical skills.
• Maintain accurate records of user interactions and issues.

Technical Support:

• Install, configure, and maintain computer hardware and software.
• Provide training and documentation to users on new technologies and procedures.
• Escalate complex issues to higher-level technical staff when necessary.

Documentation and Reporting:

• Maintain accurate records of problems, resolutions, and user interactions.
• Document solutions and procedures for future reference.
• Provide feedback on IT systems and processes to improve performance.

Other Duties:

• Assist with the support and management of IT equipment.
• Liaise with vendors for hardware and software support.
• Stay up to date with the latest IT technologies and best practices.

• Ability to pass drug screen, background check and other appropriate pre-screenings.
• Must have a valid Driver’s license and be insurable

Required skills

Training Requirements:

• Must be willing to pursue training as directed by your supervisor; must be willing to cross-train in all functional areas of the department

Physical Requirements:

• Normal to light office work which includes the ability to lift up to 10 lbs.
• Regularly required to walk, stand, and sit for extended periods of time and use hands to operate computer keyboard, phone, and various office equipment.

Cognitive Requirements:

• Reading, writing, calculating.
• Excellent written and verbal communication skills.
• Ability to think critically, good business acumen, and ability to make decisions which align with the mission, vision, and values of the facility.
• Ability to work with minimal to no supervision.

Language Requirements:

• Must possess the ability to read, write, and speak the English language fluently.
• Must be able to continually and effectively employ professional verbal and written communications skills.