IT Support Technician (Roanoke)

The Information Technology Support Technician I will provide installation, maintenance, and inventory of the campus end-user environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal IT Helpdesk. This position will assist in maintaining compliance to regulations of FDA and other applicable regulatory agencies.

Essential Functions

• Initial contact for all help desk tickets, emails, and phone calls; assigns needed personnel to each ticket
• Makes sure all help desk tickets are completed in a timely manner
• Escalates help desk tickets to IT Staff as needed to complete help desk tickets or when help is needed
• Installs, repairs, and maintains laptops, workstations, printers, copiers, computer peripherals, phone equipment, and other end-user equipment
• Provides end-user support and training as needed
• Maintains computer documentation on the following:
• Help Desk “how-to’s”
• Install checklists
• Hardware/Software Inventory
• Prepares and submits vendor warranty claims, parts, and documentation associated with warranty repairs with authorization from vendors
• Makes sure that project objectives and deadlines are met when assigned
• Regular and satisfactory attendance and punctuality
• Assists in on-call rotation as assigned which may include remote work, travel, or on-site assistance as dictated by the solution needed
• Other duties as assigned or required

• Two-year technical degree in computer or system administration or commensurate work related experience in computer help desk and related assignments (consideration will be given if currently working toward a 2-year computer degree)
• CompTIA A+ certification (must obtain within 6 months of employment)
• Valid Driver’s License with no major infractions and dependable transportation
• Work schedule flexibility as the job demands include extended shifts, odd hours, weekends, and holidays as needed
• Ability to organize and prioritize workload and meet deadlines
• Ability to communicate effectively, tactfully, and courteously to patrons, donors, sponsors, and co-workers
• Ability to establish and maintain effective working relationships with staff, management, and peers

Physical Demands

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Lifting and/or pulling/pushing up to 50 pounds frequently
• Sitting, standing, or walking for an extended period
• Bending, twisting, kneeling, and crawling

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