Job Description
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
- Respond to end-user phone, email, or chat requests for support to resolve basic computer, application, system, device, access, or performance issues
- Utilize product information or solution database to research, troubleshoot, and deliver solutions
- Advise users on the methods, steps, and action to resolve and avoid future issues and provides documentation as needed
- Escalate problems to the appropriate levels or teams to achieve issue resolution
- Support installs or upgrades of software or devices, set up user profiles, or reset passwords
- Maintain accurate records of issues, solutions, and processes in the ticketing system
- Prepare user guides and instructions for common problems or procedures
- Configure, monitor, and troubleshoot network systems to ensure optimal performance and security
- Assist with basic network connectivity issues (Wi-Fi, VPN, printers, shared drives)
- 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.
Competencies
- Ability to work in a goal-oriented team environment.
- Ability to work independently and be a self-starter.
- Demonstrated ability to manage multiple priorities and projects simultaneously.
- Strong attention to detail.
- Excellent analytical skills.
- Strong desire to succeed and possess a positive work attitude.
- Exceptional written, verbal, and interpersonal communications and presentation skills.
- Excellent analytical skills.
Physical Requirements & Working Conditions
- 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.
- Must be able to use computer keyboard and company software programs.
- Generally Monday through Friday. Additional and varied hours as needed.
- Ability to support after normal work hours if needed. Some travel may be required
Job Requirements
o Associates degree from an accredited school with major coursework in technology/computer science preferred, but not required.
o 1-2 years of experience in IT support, help desk, or systems administration