IT Support Technician

IT Support Technicians ensure proper computer operation and support the business community with operational tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level., · Field incoming help requests from end users via telephone and e-mail in a courteous manner.

· Document all pertinent end user identification information.

· Build rapport and elicit problem details from help desk customers.

· Prioritize and schedule problems, and forward (when appropriate) to the Director of Information Technology.

· Record, track and document the help desk request problem-solving process including all successful and unsuccessful decisions made and actions taken through the final resolution.

· Apply diagnostic utilities to aid in troubleshooting.

· Access resources on the Internet to aid in problem resolution such as software updates, drivers, knowledge bases and frequently asked questions.

· Identify and learn appropriate software and hardware used and supported by the organization.

· Perform hands-on fixes at the desktop level, including installing and upgrading software, in-stalling hardware, implementing file backups, and configuring systems and applications.

· Install anti-virus and security software and help assess vulnerabilities.

· Test fixes to ensure problem has been adequately resolved.

· Perform post-resolution follow-ups to help requests.

OTHER DUTIES/RESPONSIBILITIES:

· Deploy computers, phones and peripherals for changing staff roles.

· Troubleshoot problems with company phone systems.

· Troubleshoot problems computers used to interface manufacturing machines.

· Install of data cabling for small LAN updates

· Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

· Evaluate documented resolutions and analyze trends for ways to prevent future problems.

· Develop help sheets and frequently asked question lists for end users.

In accordance with the Company values, mission and vision, the IT Support Technician will conduct oneself in a professional, safe and productive manner; is responsible for taking constructive guidance, getting along with others and working as a team player; and will follow all company policies provided by management.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties and responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Technological: Knowledge of computer hardware, including but not limited to keyboards, monitors, mice, hard drives, CD ROM drives, network adapters, video adapters, motherboards, memory chips.

Attention to detail: be careful about detail, and be methodical and diligent about completing task and documenting.

Communication and interpersonal: exhibit positive interactions with coworkers and customers and demonstrate the ability to work with users not technically skilled.

Complex problem solving: Identify complex problems and review limited related information to develop and evaluate options and implement solutions.

Organizational: map out projects, prioritize workload and keep accurate documentation.

SUPERVISORY RESPONSIBILITY - This position has no supervisory responsibilities., Associate’s Degree in Computer Science or related field and/or 2 years equivalent work experience required. Experience with desktop and server operating systems, including but not limited to Microsoft client and server operating systems. Extensive application support experience preferred with Microsoft Office application suite. MCSE and Cisco certifications and knowledge of any of the following programming languages preferred: javascript, php, vb, vbscript, c#, and java. Experience working in a team-oriented, collaborative environment.

MATERIAL AND EQUIPMENT USED:

Computer and associated operating systems, general office equipment, computer network equipment, firewalls, handheld scanning devices, Nortel telephone system controls and all tools associated with computer and network repair.

WORKING ENVIRONMENT/PHYSICAL ACTIVITIES:

While performing the duties of this job, the employee is regularly required to talk and hear. This position requires heavy use of a computer and therefore several hours viewing a computer screen and the use of other computer implements such as keyboard and mouse. This is a largely sedentary role, how-ever requires some filing, walking, standing, bending, stooping, reaching, pushing, pulling and lifting (maximum 50 lbs.). The environment is an internal office and manufacturing production floor with limited opportunity for travel. The performance of this position will require exposure to the manufacturing areas, which will require the use of personal protective equipment such as safety glasses with side shields and mandatory hearing protection.

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance