IT Support Technician - Wichita, KS

About the role

Provides overall hardware and software support to McCownGordon associates, including endpoints and systems, office and field support, printer/copier management, and A/V conferencing. Enhances the technology experience for internal and external clients.

Responsibilities

• System Provisioning
• Provisions and deploys endpoints such as laptops and mobile devices.
• Installs and configures software.
• Follows documented procedures, company standards, and direct instruction.
• Manages accounts, groups, and access permissions.
• Provisions networks and systems at remote locations.
• Associate Support
• Engages associates with the goal of delivering excellent customer experience by following established procedures, developing innovative solutions, and providing the right level of communication.
• Reviews incoming requests, prioritizes and escalates as needed.
• Provides technical support to associates on a variety of issues, such as A/V conferencing, software installation, troubleshooting, and password resets.
• Addresses technical issues by using remote software and by making site visits as necessary.
• Travels periodically to project sites and regional offices as needed for team support functions.
• Technical Support
• Diagnoses and repairs software and hardware by troubleshooting and following established procedures to resolve requests.
• Escalates technical issues to Sr Support Specialist as needed.
• Communicates with vendors to resolve escalated technical issues by phone and e-mail.
• Affords assistance with and execution of projects by following established procedures, performing thorough research, testing, and implementing.
• Maintains the organization’s knowledge base and writes Knowledge Base articles.
• Asset Management
• Tracks all endpoint hardware and peripherals including laptops, mobile devices, copiers/printers, and various equipment by entering details into asset tracking systems.
• Maintains inventory and procures peripherals such as keyboards, consumables such as copier toner, and mobile device accessories.

Qualifications

• Associates Degree in an IT related field, or equivalent certification and training.
• 1-3 years of experience hardware troubleshooting.
• A+ Certification Preferred.
• ITIL v4 Foundation Certification within the first 90 days of hire.

Benefits

Note: This job description reflects a summary of the job and does not prescribe or restrict the responsibilities that may be assigned. The job description is subject to change at any time.