The IT Support Technician is responsible for providing front-line technical support by responding to user requests and resolving computer, application, access, and performance issues. This position is responsible for software installations and managing user access.
Essential Duties & Responsibilities
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Respond to end-user phone, email, or chat requests for support to resolve basic computer, application, system, device, access, or performance issues
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Utilize product information or solution database to research, troubleshoot, and deliver solutions
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Advise users on the methods, steps, and action to resolve and avoid future issues and provides documentation as needed
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Escalate problems to the appropriate levels or teams to achieve issue resolution
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Support installs or upgrades of software or devices, set up user profiles, or reset passwords
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Maintain accurate records of issues, solutions, and processes in the ticketing system
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Prepare user guides and instructions for common problems or procedures
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Configure, monitor, and troubleshoot network systems to ensure optimal performance and security
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Assist with basic network connectivity issues (Wi-Fi, VPN, printers, shared drives)
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Assist with routine maintenance activities such as updates, patches, and backups
- Other duties as assigned
- Job duties or responsibilities may change at any time, with or without notice.
Required Qualifications
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Associates degree from an accredited school with major coursework in technology/computer science preferred, but not required.
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1-2 years of experience in IT support, help desk, or systems administration
Competencies
- Ability to work in a goal-oriented team environment.
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Ability to work independently and be a self-starter.
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Demonstrated ability to manage multiple priorities and projects simultaneously.
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Strong attention to detail.
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Excellent analytical skills.
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Strong desire to succeed and possess a positive work attitude.
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Exceptional written, verbal, and interpersonal communications and presentation skills.
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Excellent analytical skills.
Physical Requirements & Working Conditions
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Must be able to move from stationary position to bending, lifting, squatting, and reaching positions on a continual basis. Must be able to twist and turn on a continual basis.
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Must be able to use computer keyboard and company software programs.
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Generally Monday through Friday. Additional and varied hours as needed.
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Ability to support after normal work hours if needed. Some travel may be required
