Description:
Department:
Administration
Supervises:
NA
Reports to:
Manager of Information Systems
FLSA Status:
Hourly, Non-Exempt
Position Summary:
The Information System Technician provides first-level technical support and assistance to end-users, ensuring the smooth operation of hardware, software, and network systems. This role is responsible for troubleshooting issues, maintaining IT infrastructure, and delivering exceptional customer service to internal clients.
Essential Duties and Responsibilities:
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Provide first-level technical support via phone, email, chat, or in-person.
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Respond to helpdesk tickets promptly and resolve technical issues in a timely manner.
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Diagnose and troubleshoot hardware, software, and network problems; escalate complex issues when necessary.
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Handle calls from difficult clients with professionalism and empathy.
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Install, configure, and maintain desktops, laptops, printers, mobile devices, and related peripherals.
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Perform regular system updates, backups, and security checks.
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Support onboarding and offboarding processes, including device provisioning and decommissioning.
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Monitor and maintain local area networks (LAN), wide area networks (WAN), and internet connectivity.
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Assist in implementing new technologies and system upgrades.
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Ensure compliance with IT policies, procedures, and best practices.
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Maintain accurate documentation of systems, configurations, and troubleshooting procedures.
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Notify management of recurring issues, unusual activity, or increasing trends.
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Support cybersecurity initiatives by monitoring for threats and applying security patches.
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Educate users on security best practices and company policies.
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Communicate technical information clearly to non-technical users.
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Maintain a positive and professional attitude while resolving issues.
Requirements:
Education: Associate degree in Information Technology or related field (or equivalent experience).
Experience: 1–2 years in a help desk or technical support role preferred.
Skills:
Strong troubleshooting and problem-solving abilities.
General knowledge of Windows environment and Microsoft products.
Excellent communication, interpersonal, and customer service skills.
Ability to prioritize and manage multiple tasks effectively.
Certifications (Preferred): CompTIA A+ or equivalent.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, talk, and listen. The employee is also required to occasionally stand and walk to attend meetings and visit company sites. Duties may require lifting and moving computer equipment.
Mental Demands
This position requires that the employee have the ability to read, analyze, and interpret Information Technology articles, documents, books, and other materials. Ability to respond to common inquiries, suggestions, special requests, and requirements. Ability to write documents that effectively communicate necessary notifications, messages, and policies to employees. Ability to effectively present information to senior and mid management and employees, and to work with vendors as needed. Ability to define problems, collect data, establish facts, and draw valid conclusions.
Work Environment
This position is office-based with occasional remote support. Occasional tasks in outdoor environments and areas with industrial operations and grain dust are required. The role involves periodic visits to locations throughout central Indiana. General work is an office setting with general hours of 8:00 a.m. to 5:00 p.m. After-hours and weekend work will occasionally occur.
Confidentiality
Employees in this position acknowledge that the information they acquire from Kokomo Grain or a related third party is confidential.
The above statements are intended to describe the general nature a level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees so classified. Management retains the discretion to add or change the duties of the position at any time.
