IT Support Technician

Technical/Functional Skills

• Strong knowledge of desktop/laptop hardware
• Very strong hands-on experience (H/W and S/W)
• Good knowledge of Win 10, Win 7, and MS Office
• Knowledge of Mac OS
• Application/software installation and troubleshooting
• Knowledge/exposure to ticketing tools (Service Now)
• Strong troubleshooting skills
• Hardware, operating system, and software knowledge of laptops, desktops, and mobile devices
• Working knowledge of supporting computer peripherals (printers, scanners, etc.)

Roles & Responsibilities

• Provides second-line investigation and diagnosis
• Resolves and closes incidents/service requests as per help desk procedures and allocated timelines
• Escalates unresolved incidents/service requests within agreed timescales
• Logs relevant incident/service request details as per process
• Communicates with clients regarding incident progress
• Ensures tickets are always updated until issues are resolved
• Complies with Health Safety Environment (HSE) and IT policies
• Liaises with clients, IT support groups, and 3rd party providers when necessary
• Performs staging of PCs
• Performs IMAC (Install, Move, Add, and Change) of end-user hardware (laptops, desktops, mobile devices, printers, desk phones, meeting room devices, etc.)
• Conducts hardware and software maintenance and support
• Troubleshoots and resolves PC incidents and/or VIP requests
• Centralized hardware and spare part stocking and inventory management
• Surplus equipment management
• Break-fix services to nearest small sites (leveraging shipping options like device exchange or loaner PC)
• Asset disposal services
• Hardware vendor coordination for break-fix
• Imaging and provisioning of devices
• Setup and build workstations
• Update AMDB including hardware and software
• PC and other devices logistics management

Pay

Salary Range: $65,000 - $70,000 per year

Benefits

• Discretionary Annual Incentive
• Comprehensive Medical Coverage: Medical, Dental, Vision, Disability Planning, and Insurance, Pet Insurance Plans
• Family Support: Maternal and Parental Leaves
• Insurance Options: Auto and Home Insurance, Identity Theft Protection
• Convenience and Professional Growth: Commuter Benefits, Certification, and Training Reimbursement
• Time Off: Vacation, Sick Leave, and Holidays
• Legal and Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing

Qualifications

Bachelor of Computer Science