IT Support Technician

· Client PC setup and configuration.

· Proactive maintenance for devices.

· Lead the equipment recycling division following protocols and guidelines.

Additional Duties and Responsibilities:

· Knowledge of support services for Microsoft related technologies: Windows Server, Exchange, Intune, SharePoint, etc.

· Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security

· Remote access solution implementation and support: VPN, Remote Desktop Services

· System documentation to include system reviews and recommendations

· Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

· Documentation of technical processes, procedures, and systems

· Ability to work in a team and communicate effectively

· Escalate service issues that cannot be completed within agreed service levels

· Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals

· Develop in-depth knowledge of the service catalog and how it relates to customer’s needs

· Review documentation of internal processes and procedures related to duties and responsibilities

· Responsible for tracking and recording all time and expenses

· Work through a daily schedule that has been established through the dispatch process

· Understand processes by completing assigned training materials

· Enter all work as tickets, both service and project

· Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry

Knowledge, Skills, and/or Abilities Required: 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Preferred professional IT Certifications, such as: A+, Net+, Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, Cisco CCNA, or VMware VCP, Fortinet NSE

· Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care

· Diagnosis skills of technical issues

· Ability to multi-task and adapt to changes quickly

· Technical awareness: ability to match resources to technical issues appropriately

· Service awareness of all organization’s key IT services for which support is being provided

· Understanding of support tools, techniques, and how technology is used to provide IT services

· Self-motivated with the ability to work in a fast moving environment

· Typing skills to ensure quick and accurate entry of service request details which requires finger and wrist dexterity in a repetitive motion.

· Must be able to remain in a stationary position 80% of your working day.

· The person in this position needs to occasionally move about inside the office and up and down stairs to access hardware storage rooms, office machinery, etc.

· Constantly positions self to maintain computers in the lab, including under the desks and in the server closet.

· The person in this position frequently communicates with co-workers, clients and contractors and must be able to exchange accurate information in these situations.

· Must be able to detect and/or recognize software, hardware and operating systems on or used to operate computers.

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance