INFORMATION SYSTEMS TECHNICIAN
Department:
Administration
Supervises:
NA
Reports to:
Manager of Information Systems
FLSA Status:
Hourly, Non-Exempt
Position Summary:
The Information System Technician provides first-level technical support and assistance to end-users, ensuring the smooth operation of hardware, software, and network systems. This role is responsible for troubleshooting issues, maintaining IT infrastructure, and delivering exceptional customer service to internal clients.
Essential Duties and Responsibilities:
- Provide first-level technical support via phone, email, chat, or in-person.
- Respond to helpdesk tickets promptly and resolve technical issues in a timely manner.
- Diagnose and troubleshoot hardware, software, and network problems; escalate complex issues when necessary.
- Handle calls from difficult clients with professionalism and empathy.
- Install, configure, and maintain desktops, laptops, printers, mobile devices, and related peripherals.
- Perform regular system updates, backups, and security checks.
- Support onboarding and offboarding processes, including device provisioning and decommissioning.
- Monitor and maintain local area networks (LAN), wide area networks (WAN), and internet connectivity.
- Assist in implementing new technologies and system upgrades.
- Ensure compliance with IT policies, procedures, and best practices.
- Maintain accurate documentation of systems, configurations, and troubleshooting procedures.
- Notify management of recurring issues, unusual activity, or increasing trends.
- Support cybersecurity initiatives by monitoring for threats and applying security patches.
- Educate users on security best practices and company policies.
- Communicate technical information clearly to non-technical users.
- Maintain a positive and professional attitude while resolving issues.