Support Technician-Springfield

SUMMARY: This position is accountable for ensuring the continuity of information systems for all end users by providing the technical expertise, and project coordination necessary to install and support software products, phone, and production systems, modify and repair hardware and resolve technical problems., * Install, configure, test, maintain, monitor and troubleshoot mobile devices, end user workstations, software/hardware, networked peripheral devices and networking software/hardware products.

• Repair and service hardware as necessary and work closely with service vendors to ensure continuity of service.
• Well organized, close attention to detail, and good time management skills.
• Ability to work with little or no supervision.
• Respond to end users support calls to troubleshoot the nature of the reported problems and take necessary steps to resolve.
• Establish and maintain relationships with end users to ensure that they have the appropriate systems to meet the needs of the business.
• Communicate and escalate vendor support calls when necessary to resolve hardware or software failures.
• Provide guidance to end users when they are lacking the necessary skills to complete functions.
• Responsible for maintaining an inventory of all IT Assets including history of hardware failure, repair, installation and removal.
• Responsible for on-call rotation as set forth by IT Manager.
• Recommend changes to software and hardware to improve system capabilities.
• Other tasks as assigned by Management.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

COMPETENCIES: Excellent interpersonal and written/verbal communication skills, competent computer skills in use of Windows 10, Office 365 Applications and all software installed on systems, with the ability to create spreadsheets for analysis and tracking of various information. Demonstrated organizational skills.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Education and/or Experience: AA/AS degree in computer related field plus two years’ relevant work experience; or the combination of education and experience that enables performance of all aspects of position. Requires special technical knowledge of techniques and procedures on software and network support for multiple users. Must understand installation, configuration and troubleshooting processes for software, hardware, networking, and accessory equipment. Work experience with Windows and Cisco required.
• Language Skills: Ability to read, analyze and interpret complex written information and instruction. Ability to respond to common inquiries or complaints from customers and computer users. Effective communications skill is required for position.
• Mathematical Skills: Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Must be able to compute rate, ratio, and percent; with the ability to develop and interpret graphs used for presentations or reports.
• Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions supplied in both written and verbal format.
• Computer Skills: Requires experience with personal computer equipment, knowledge of Apple IOS, Windows 10, and Server 2016-2019. Must have advanced word processing, spreadsheet, database, DOS and Windows skills. Terminal emulation, network installation and maintenance skills required.
• Certificates, Licenses, Registrations: None