Job Description

The primary purpose of the IT Systems Technician role is to provide advanced technical support and troubleshooting for end-users, focusing on resolving complex issues that cannot be handled by Tier 1 service desk staff. This position requires at least 1 to 3 years of hands-on experience in IT systems management, including diagnosing hardware and software issues. The IT Systems Technician will be responsible for responding to escalated service requests, analyzing and diagnosing technical problems, implementing solutions, and ensuring that all service requests are addressed in a timely and efficient manner. Additionally, the technician will collaborate with other IT teams to identify, escalate, and resolve systemic issues, contributing to continuous improvement in IT service delivery.

** Essential Functions / Duties:**

• Troubleshoot and Resolve Technical Issues: Handle escalated technical issues from Tier 1 support, including software, hardware, and network problems, and provide effective solutions.
• Install and Configure Software: Install, configure, and upgrade software applications, ensuring they are running correctly on user machines.
• Manage User Access: Assist with the setup, configuration, and management of user accounts, permissions, and access to various systems, including Active Directory and other access control systems.
• Document Solutions: Maintain accurate documentation of all support tickets, including detailed descriptions of issues, troubleshooting steps, and resolutions for future reference.
• Escalate Complex Issues: Identify and escalate issues that require advanced troubleshooting or cross-department collaboration, ensuring proper resolution with higher-level IT teams or third-party vendors.
• Provide Remote and On-Site Support: Offer remote troubleshooting and on-site support for end-users as needed, addressing hardware malfunctions, system errors, or network connectivity issues. Comfortably interact with users in person, ensuring clear communication and providing support with professionalism and patience.
• User Training and Guidance: Provide users with guidance and training on how to use various systems, software, and IT tools effectively, promoting self-sufficiency and reducing the number of recurring service requests.
• Observes and enforces all company, human resources and safety policies, procedures, and rules.
• Keeps the Director, IT Operations, and other key managers abreast of significant issues or developments as appropriate.
• Key Areas of Knowledge:
  • Entra-ID
  • Intune MDM
  • Microsoft Windows
  • Microsoft 365 (Outlook, Teams, SharePoint, etc.)
  • Active Directory

This position is located 100% on-site at our Corporate Office in Birmingham, AL.

Qualifications

Minimum education _ _ required__ of the position:

• On the job training

Minimum education _ _ preferred__ of the position:

• On the job training with industry certifications

Minimum experience _ ** required **_of the position.

• 1 year of experience in IT

Minimum experience _**preferred **_of the position:

• 3 years of experience in IT

Minimum knowledge, skills and abilities required of the position:

• An IT Systems Technician with three years’ experience should have a strong understanding of Windows operating systems and familiarity with MacOS, as well as hardware components, peripherals, and enterprise applications like Microsoft 365 (Outlook, Teams, SharePoint, etc.). They must be proficient in IT service management (ITSM) principles, including incident, problem, and change management, and have experience using ticketing systems. Additionally, they should be comfortable working with remote access tools for troubleshooting and possess Active Directory administration skills, including user account management and group policy configuration.
• Strong troubleshooting and problem-solving abilities are essential, as well as the ability to collaborate effectively with other IT teams to escalate and resolve complex issues. Most importantly, they must have a customer-focused mindset, maintaining professionalism and patience while assisting non-technical users. Success in this role also requires adaptability and a willingness to learn new technologies, along with the ability to work independently and take initiative when addressing technical challenges.

Certificates and licenses preferred for the position:

• CompTIA A+
• Network+
• Microsoft 365 Certifications (such as Modern Desktop Admin Associate or others)

Additional Information

All your information will be kept confidential according to EEO guidelines.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
McWane is a Federal VEVRAA contractor, and an Equal Opportunity Employer committed to providing equal employment opportunity in all employment practices. McWane will not discriminate against any applicant for employment because of their race, color, religion, sex, national origin, age, sexual orientation, disability, veteran or service member status, marital status, citizenship status (In IL - sex, including same sex, ancestry, order of protection status, physical or mental disability, military status, pregnancy, unfavorable discharge status, genetic information), (In IA - gender identity), (In CA- gender identity or expression, and genetic information) or any other category protected by federal, state or local law.