IT Support Technician

About the role

This is a front-line, face-to-face support position representing the IT department to the company. The IT Support Technician performs various support and operational functions, ranging from desktop and account support to hardware repair to application support, and escalates issues as needed.

Responsibilities

• Support Apple, Google, and Microsoft technologies
• Learn new software and hardware technologies
• Maintain superior documentation and time management skills
• Address new and novel issues as they arise
• Work as a team and independently
• Use available resources and conduct research to troubleshoot issues
• Support the IT team in the maintenance of hardware, software, and other systems
• Troubleshoot issues with equipment like printers, computers, and servers
• Use help desk ticketing to prioritize and record support activities
• Handle software installations, troubleshooting, maintenance, and upgrades
• Analyze and respond to user-reported spam, phishing, and email attacks
• Conduct user training on software use and security best practices

Requirements

• Associate’s degree in IT, computer science, or related field of study, or equivalent experience in lieu of degree
• Working understanding of computer networking and protocols
• Experience with Helpdesk software and procedures is desired
• CompTIA A+ Certification desired; other IT-related certifications appreciated
• Must be able to take direction well and be a motivated self-starter
• Must be open to learning new technologies
• Strong communication skills, both written and oral
• Ability to work with users with patience, understanding, and respect
• Customer service oriented

Physical Requirements

• Regularly required to see, speak, and hear
• Frequently required to traverse the building, using stairs or elevator, use hands to finger, handle or feel, and reach with hands and arms
• May be required to reach into small spaces, including crouching, kneeling, squatting, or bending to reach below, behind, or between desks and/or equipment
• Must be able to independently lift up to 50 pounds