IT Support Technician

Duties & Responsibilities

• Work closely with, and at the direction of, the Director, IT to perform daily tasks related to the support and maintenance of, and collaboration with, technology users.
• Install and support peripheral IT hardware such as monitors, keyboards.
• Manage and track progress of issues via a Help-Desk ticket management system.
• Install, configure, upgrade and troubleshoot approved software packages such as Windows, Office, and other business applications.
• Perform hardware troubleshooting, replacement, and upgrades to existing computer equipment as needed.
• Effectively present information and respond to questions from end-users.
• Provide telephone, in-person and online support to end-users.
• Perform virus and malware removal.
• Provide updates, status and completion information to managers and/or users, via voice, e-mail or in-person communication.
• Escalate problems to software or hardware vendors when necessary.
• Rotate and log backups.
• Identify and resolve problems in a timely manner; gather and analyze information skillfully; proactively look for ways to improve and promote quality and demonstrate accuracy and thoroughness in work product.
• Adhere to Export Control and Technology Control Plan (TCP) as applicable to job function.
• Adhere to Compliance Plan and Employee Policy Manual.

Qualifications

High school diploma or equivalent required. Bachelor's degree in Computer Science, Information Technology, or a related field preferred. Minimum of 2 years of relevant IT support experience. Must have strong problem-solving skills and the ability to work independently and as part of a team. Proficiency in Microsoft Windows operating systems and Office Suite. Experience with basic networking concepts and troubleshooting. Strong communication and customer service skills are essential. Valid driver’s license and reliable transportation are required for travel to client sites.