IT Technician I 26-115

About the role

An IT Technician is responsible for maintaining computer systems and other technologies in a business setting. Their duties include working with other IT Technicians to install hardware and troubleshoot computer issues, responding to IT questions from company associates, and updating malware protection devices to prevent viruses or computer hacking.

Responsibilities

• Directly assists IT Technician II, III in resolving reported hardware and software issues.
• Maintaining working components through repair or replacement.
• Handling customer technical support cases through phone and email submission.
• Assisting customers and staff with hardware and software challenges.
• Assist with creation and maintenance of security/process/SOI documentation.
• Manage technical support cases through phone, email or personal interaction.
• Assist users in troubleshooting common computer issues or concerns.
• Assist end users with hardware repair or replacement.
• Unboxing of new equipment.
• Set up PCs and peripheral devices.
• Dispatch incoming service requests to the appropriate technical support personnel.
• Escalate technical issues to appropriate person or department when needed.
• Maintain accurate records of interactions with customers and recurring user problems.
• Follow up with users as needed to ensure any problems are resolved.
• Directly assists development team in scheduling, troubleshooting, and completion of test project requirements.
• Must be available for assignment on all shifts during scheduled and unscheduled associate absences and be able to work flexible hours at short notice or during emergency situations.
• Must be available for assignment at all CWS physical locations for IT support assistance.
• Ability to work under pressure and meet required deadlines.
• Perform other related duties as assigned.

Requirements

• Associate’s degree in a computer related field and two (2) years of experience in help desk/PC Support operations OR five (5) years of increasingly responsible experience in help desk/PC Support operations.
• Must be able to utilize, comprehend, and implement information and recommendations of a technical nature contained in reference manuals, texts and local documentation, and online assistance.
• Must demonstrate personal computer skills to include Current Windows operating systems, and Microsoft 365 applications.
• Prior work record indicating dependability and conscientiousness.
• Valid South Carolina Driver's License required.

Physical Requirements, Activities, and Working Conditions

• Constantly changing from sitting to standing position.
• Must be able to work in a single technician environment with no assigned on-site backup or minimal assistance.
• Repetitive motions - substantial movements of the wrists, heads, hands, and/or fingers.
• Ability to lift 50 pounds. Objects greater than 50 lbs. require a two-person operation.
• Ability to ascend and descend three flights of stairs.
• Ability to operate and maintain motor vehicles.

Training Needs

• OSHA and Departmental safety training as required.
• Skills Based Training.
• Standard Operating Instruction (SOI) per department requirements.
• ISO 14001 standards for department and company.