Information Technology Support Technician Senior

Key Responsibilities

• Maintains desktop computers, laptops and network related hardware and software which includes setup, new user account creation, simple to complex installations and advanced troubleshooting on issues.
• Ensures optimum performance and connectivity.
• Provides first and second level end user IT support for simple to complex technology which includes: proactively identifying needs; troubleshooting and fixing system, network, equipment and cabling issues; performing upgrades/changes; support of phone and voicemail systems; assisting with the backup process and systems; and providing end-user training on applications/new systems or equipment.
• Performs the administrative duties required to support local and system-wide organizational information technology needs.
• Creates and maintains help desk tickets to document issues and resolutions.
• Documents and communicates on issues related to enterprise systems, and provides recommendations on solutions.
• Enforces and maintain corporate and local standards and policies.
• Maintains software and hardware inventories for infrastructure equipment and applications.
• Led and participates in related projects based on the direction of site management.

Education And Experience Requirements

• Education: Associates degree in computer science or equivalent.
• Technical certifications (Cisco, Microsoft, Network+, A+) desired.
• Experience: Typically requires a minimum of 5 years of experience providing second level information technology support with an emphasis on end-user and personal computer support. Experience in a manufacturing environment is preferred (where applicable).

Knowledge, Skills And Abilities

• Advanced Technical proficiency in Microsoft Operating Systems, Microsoft Office Suite; Microsoft Active Directory, LAN/WAN operations, and other applications as defined by the location supported.
• Strong knowledge of network concepts, terminology, and technologies.
• Strong interpersonal, communication, organizational and customer service skills.
• Ability to effectively communicate with users and department leaders to identify and troubleshoot IT needs and issues.
• Ability to translate complex technical issues into simple terms.
• Detail oriented with the ability to multi-task and prioritize work for maximum efficiency.
• Must demonstrate initiative, teamwork and the ability to work with minimal supervision.
• Ability to lift and carry up to 50 lbs.
• Ability to crawl and climb ladders (for running cables for example).
• Occasional availability for off-hours maintenance and emergencies.
• Strong desire and aptitude for learning technology.