IT Technician III

About the role

An IT Technician III supports Altasciences' users in using tools provided by the IT department such as computers, telephones, software, laptops, mobile phones, etc. They respond to and track user requests and solutions via an automated Helpdesk System. They support junior technicians and serve as a point of escalation for more complex issues.

Responsibilities

• Provide accurate and creative solutions to user problems.
• Enhance and develop quality support methods and communication skills through coaching and feedback.
• Support junior technicians and act as a knowledgeable resource for workstation hardware, software, and configuration.
• Consult with the System Administrator team to resolve complex problems.
• Aid in resolving user and support issues among company sites to ensure timely knowledge sharing and positive user satisfaction.
• Research, resolve, and respond to questions received via phone calls and emails in a timely manner.
• Participate in team projects that enhance IT Support service quality and efficiency.
• Use the IT Service Management system to record calls, document issues, and communicate solutions for incidents.
• Identify recurring problems and help end users resolve them.
• Troubleshoot problems encountered by staff members, user accounts, email, and user profiles creation / management.
• Train and support junior IT staff in the correct use of hardware and software that are part of the network.
• Prepare computers, including validated systems for delivery to employees and load them with appropriate software and operating system.
• Suggest improvements and upgrades to hardware and software.
• Write training manuals and/or train end users in the proper use of hardware and software.

Requirements

• Bachelor’s degree in an IT-related field preferred.
• 5 years of related experience.
• CompTIA A+, Network+, and Security+ certifications.
• Advanced knowledge in configuring, installing, and troubleshooting Windows 10/11 and Cisco Phone Equipment.
• Advanced knowledge of PC and laptop hardware.
• Advanced knowledge in mobile smartphones, iPhone, Android.
• Advanced knowledge in Microsoft Office, printer management, DHCP, DNS, TCP/IP, Active Directory, Remote Desktop Services, AirWatch Mobile Device Management, Windows Deployment Services WDS, Antivirus software, and VPN technology.
• Ability to read and interpret technical documents and industry-specific manuals.
• Ability to write advanced reports and correspondence.
• Well-developed interpersonal skills are required.
• Personal/professional integrity and proven discretion in handling confidential information.
• Ability to develop strong trusting relationships to gain support and achieve results.
• Capable of managing multiple conflicting priorities.
• Self-directed, motivated, and willing to take initiative to identify and anticipate client needs and make recommendations for implementation.
• Excellent skill transfer and coaching skills.
• Demonstrated technical skills, with the ability to learn new equipment and procedures quickly.
• Excellent customer service skills.
• Excellent organizational and time-management skills.
• Excellent diagnostic and problem-solving skills.
• Able to work independently under tight deadlines and as part of a team.

Qualifications

The hourly range for this position is $32.00 - $44.00. Please note that salaries vary based on factors including prior relevant experience, skills, education, certification, location, and internal equity and market data. Altasciences offers a comprehensive benefits package including health/dental/vision insurance plans, 401(k)/RRSP with employer match, paid vacation and holidays, paid sick and bereavement leave, employee assistance and telehealth programs, and incentive programs like training & development, employee referral bonus, and MOVING IN UNISON TO DELIVER A BIG IMPACT WITH A PERSONAL TOUCH.

Benefits

• Health/Dental/Vision Insurance Plans
• 401(k)/RRSP with Employer Match
• Paid Vacation and Holidays
• Paid Sick and Bereavement Leave
• Employee Assistance & Telehealth Programs
• Incentive Programs Including Training & Development Programs, Employee Referral Bonus Program

Pay

The hourly range for this position is $32.00 - $44.00. Please note that salaries vary based on factors including prior relevant experience, skills, education, certification, location, and internal equity and market data.

Schedule

Details about the schedule are not specified in the job posting.