IT SUPPORT TECHNICIAN

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to queries either in person, via ticking system or over the phone.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Walk customer through problem-solving process.
• Install, modify, and repair computer hardware and software.
• Provide accurate information on IT products or services.
• Direct unresolved issues to the next level of support personnel.
• Create knowledge base documentation on process.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.

POSITION TYPE/EXPECTED HOURS OF WORK

Work hours are typically 8 am to 5 pm, however, this may vary depending on the location serving.

COMPETENCIES

• Punctuality
• Flexibility
• Excellent telephone etiquette
• Collaboration skills
• Exceptional drive
• Excellent verbal communications skills
• Able to work with minimum supervision
• Able to multi-task
• Strong knowledge of MS Office (Word, Excel, Outlook)
• Ethical Conduct
• Technical Capacity
• Time Management
• Organizational Skills
• Problem Solving/Analysis
• Discretion
• Thoroughness
• Initiative

ABIDE BYS

• Abides by all laws, regulations, policies, work procedures and instructions
• Professional appearance
• Business casual
• Abides by all safety rules, and, if applicable, uses appropriate safety equipment in designated areas

QUALIFICATIONS

• Must possess a strong work ethic.
• Able to work well with others.
• Able to finish tasks/projects in a timely manner.
• Highly organized, detail-oriented, delivering accurate and polished work.

EDUCATION AND EXPERIENCE

• At least one year of related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS

• Excellent listening and communications skills.
• Ability to speak effectively both one-on-one and before groups of customers or employees.
• Ability to read and interpret documents.
• Ability to write routine reports and correspondence.

MATHEMATICAL SKILLS

• Good with basic math.
• Must possess the ability to make mathematical computations with accuracy.
• Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals.
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY

• Ability to apply common sense understanding to carry out instructions.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to multi-task and establish priorities.
• Ability to coordinate a number of complex tasks simultaneously while working under pressure to meet deadlines.
• Ability to maintain positive and flexible attitude and approach towards assignments and successfully operate under ambiguous guidelines.
• Ability to maintain organization in a changing environment.
• Ability to determine proper course of action to resolve escalated customer service issues.
• Ability to create momentum and foster positive organizational change.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

OTHER SKILLS AND ABILITIES

• Skilled in PC usage and associated software including Microsoft Office (Word, Excel, Access, and PowerPoint).
• Excellent planning, organizational skills and priority setting skills.
• Well-developed interpersonal and communications skills.
• Professional appearance and manner, business casual.
• Ability to learn new software to compliment this function.

PHYSICAL DEMANDS

• While performing the duties of this job, the employee is regularly required to sit.
• The employee frequently is required to walk; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.
• The employee is occasionally required to stand.
• The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.

BENEFITS

• 401(k) with Employer Match
• Competitive Health Care Dental, Vision, and Life Insurance
• Paid Vacation, Sick and Holidays
• STD/LTD
• Partner Discounts
• Investment in Employee Development