The IT Technician provides first line IT Helpdesk support to internal
and remote users. This individual manages user’s requests from the IT
Helpdesk system, assisting them with, hardware, software, and mobile
device issues. Creates and responds to requests for technical support
via the IT Helpdesk system and hotline. Installs, modifies, and makes
minor repairs to computer hardware and software systems, and provides
technical assistance and informal training to system end users.
*ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other
duties may be assigned.
- Maintains, analyzes, troubleshoots and repair computers, peripherals
and printers.
- Installs upgrades and troubleshoots all Windows/MAC Operating
Systems and corporate approved Windows/MAC compatible applications.
- Ensures IT Helpdesk system is monitored at least every 15 minutes.
- Provides first line technical support via IT Helpdesk, phone
or email.
- Ensures all activated IT policies, SOP’s and work instructions are
read and understood by end users.
- Maintains and troubleshoots network connectivity as assigned.
- Initiates, monitors and manages issues that require escalation..
- Logs all end user support requests in the IT Helpdesk system.
- Logs all software and hardware issues detected in the IT Helpdesk.
- Must be able to meet required response times for IT Helpdesk
requests via email of one hour during business hours (7am-7pm EST)
and two hours after business hours and on holidays, unless prior
notice of unavailability has been given to management.
- Conducts IT asset inventory as necessary.
EDUCATION AND/OR EXPERIENCE:
- Associates degree or technical school graduate required.
- Bachelor’s degree in Computer Science, Computer Information Systems
or related field preferred.
- Minimum of two years technical support experience within a Microsoft
Windows environment
SUPERVISORY RESPONSIBILITIES: None
QUALIFICATIONS:
- Takes ownership of end-use issues and is proactive when interaction
with end users to resolve issues.Maintains a high degree of customer
service for end user requests while adhering to all IT policies
and SOP’s.
COMPUTER SKILLS:
- Must possesses solid technical skills of computer networks (TCP/IP),
hardware and Windows and MAC OS; Microsoft Office and related
business applications.
CERTIFICATES, LICENSES, REGISTRATIONS:
- CompTIA A+ Certification preferred
- ITIL Certfication preferred
OTHER SKILLS AND ABILITIES
- Performs duties independently in a highly dynamic fast-paced
business environment.
- Responds promptly to client needs.
- Demonstrates attention to detail.
- Excellent written and verbal communication skills_._
PHYSICAL DEMANDS:
The physical demands here are representative of those that must be met
by an employee to successfully perform the essential functions of this
job.
- The hours for this position will be based on the assigned shift;
7am-3:30pm, 8am-4:30pm, 9am-5:30pm, and 10am-6:30pm (with a half
-hour lunch).
- Some weekends or holidays may be required. Position requires being
accessible via company issued mobile device.
WORK ENVIRONMENT:
The work environment characteristics described here are representative
of those an employee encounters while performing the essential functions
of this job.
No specific work demands.
*To perform this job successfully, an individual must be able to
perform each essential duty satisfactorily. The requirements listed
above are representative of the knowledge, skill, and/or ability
required. Reasonable accommodations may be made to enable individuals
with disabilities to perform the essential functions.