Sr. I.T. Technician

Position Summary

The Sr. IT Service Desk Technician role works to provide software, hardware and related computer component support and maintenance with the goal of optimal computer systems operation, including end-user support and education. This position provides support and assistance with day-to-day issues along with working with our technology vendors to accomplish various tasks. This role will work both in a tier 1 and 2 helpdesk capacity.

Essential Duties and Responsibilities

• Provide 1st and 2nd level support to staff for general technology, software, and hardware needs
• Take on tier 2 ticket escalations from the IT Service desk technician(s)
• Improve reference/knowledgebase documents by writing and maintaining documentation
• Follow-up with staff, provide feedback, and see problems through to resolution while escalating issues as needed
• Absorb and assist in the set-up of employee workstations (on-boarding, off-boarding), as necessary, and within Easy Ice protocol, software and settings
• Become familiar with various company platforms and assist with end user training
• Update computer workstation software as necessary
• Ensure proper recording, documentation, and closure of tickets
• Repair and troubleshoot hardware such as workstations and printers
• Maintain inventory levels and tracking inventory
• Aid in various general IT tasks such as data entry, data analytics, and shipments (inbound/outbound)
• Show leadership capabilities by mentoring junior staff members

Qualifications

• Experience: Must have a Strong understanding of Active Directory or Azure Entra
• Must have a Strong knowledge of MS Office programs and Office 365
• Must have a Strong knowledge of Windows 10/11 and MacOS operating systems
• Must have a Strong knowledge of Android and iOS mobile operating systems
• Must be knowledgeable in networking
• Must be able to troubleshoot software and hardware
• Possess Strong communication skills

Additional Required Attributes

• Perform well under pressure and be resourceful in obtaining information/skills that support a fast-paced, often crucial IT environment
• Exhibit good decision making, analytical problem solving and excellent organizational abilities
• Ability to carry out oral and written directions and work with minimal supervision
• Communicate clearly and professionally, both verbally and in writing
• Must have good people skills as a team player, willing to establish and maintain a good working relationship with other departments, co-workers and vendors
• Must be trustworthy and dependable when working with sensitive documentation and access
• Strong command of company’s policies and procedures
• Comfortably lift 50lb objects