Information Technology Technician

About the role

As an Information Technology Technician at Flex-N-Gate, you will ensure proper computer operations so that end users can accomplish organizational tasks. This role involves receiving, prioritizing, documenting, and actively resolving end user help requests, including hands-on support at the desktop level.

Core Competencies

• Communication
• Energy and Stress
• Technical Capacity
• Problem Solving
• Accountability and Dependability
• Performance Management
• Ethics and Integrity
• Analytical

Responsibilities

• Evaluate documented resolutions and suggest ways to prevent future problems.
• Field incoming help requests from end users via telephone, email, and text in a courteous manner.
• Document all pertinent end user problems or issues.
• Escalate problems (when required) to the appropriate experienced technician.
• Record, track, and document help desk requests, problem-solving processes, including all successful and unsuccessful decisions made, and brief the IT Support Supervisor on final resolution.
• Use only approved diagnostic utilities to aid in troubleshooting.
• Access approved software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
• Test fixes to ensure the problem has been adequately resolved and report all findings and final resolutions.
• Perform post-resolution follow-up with users and supervisor.
• Available for support calls 24/7.

Requirements

• High School diploma or equivalent.
• 2 to 4 years of work experience in a related field.
• Recommended certificates in information systems.
• Recommended completion of a one-year college-level curriculum.

Skills

• Knowledge of basic computer hardware and application software.
• Experience with desktop operating systems including Windows XP, 7, and 8.
• Working knowledge of a range of diagnostic utilities.
• Exceptional customer service orientation and the ability to present ideas in user-friendly language.
• Prompt, directed, reliable, self-motivated, and highly dependable.
• Keen attention to detail and able to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning.

Benefits

• Medical, dental, prescription, vision, life, and disability insurance; and a flexible spending account.
• 401(k) retirement savings plan with company match.
• Extensive safety training, new hire orientation, continuous learning and development programs, and tuition reimbursement.
• Paid holidays and vacation time.

Employee Testimonials

• “It engages you professionally and provides learning opportunities.”
• “Lots of growth opportunity.”
• “The company’s young enough to be exciting, but old enough to be stable.”