IT Support Technician
Summary
First point of contact for all IT support at Brackenridge, a care-services organisation in Christchurch. Day to day the technician answers helpdesk requests, troubleshoots hardware/software and connectivity issues, provisions laptops and tablets, maintains IT assets, and travels to homes to support frontline staff on-site. Core tech: Microsoft suite, ticketing systems, WiFi/VPN.
About the role
The IT Support Technician is the first point of contact for IT support across Brackenridge, providing responsive, friendly and effective assistance to all staff at all locations. The role supports the day-to-day operation of IT systems, devices and applications, helping ensure that technology works reliably so that all staff can focus on delivering quality services. Working closely with and under the guidance of the IT Applications Specialist, the IT Support Technician will develop broad technical skills while contributing to a positive and capable IT support environment across a geographically distributed workforce. This is not a desk-based role. The successful candidate will regularly visit homes to provide on-site support to frontline staff and the people we support.
Key responsibilities
Respond promptly and professionally to IT support requests via phone, email and in person
Log, prioritise and track all incidents and service requests
Diagnose and resolve first-level hardware, software and connectivity issues
Escalate unresolved issues to the IT Application Specialist in a timely manner
Set up, configure and maintain laptops, tablets, printers and peripherals
Manage device provisioning and decommissioning for new and departing staff
Perform routine maintenance, updates and basic troubleshooting on end-user devices
Maintain an accurate register of IT assets and equipment across all sites
Assist with basic network troubleshooting including WiFi, VPN and shared drive access
Create and maintain clear, user friendly how-to-guides and FAQs for common issues
About you
BSc/BA in Computer Science, IT or relevant field, or equivalent proven practical experience is desirable
1-2 years experience in an IT support, helpdesk or technical support role (or relevant study e.g. Microsoft certifications)
Competency with the full Microsoft suite of products and business application ecosystems
Ability to troubleshoot and resolve common hardware and software issues
Experience in escalating matters and prioritising of IT support problems
Good organisational skills with the ability to triage multiple requests at once
Experience with IT helpdesk or ticketing systems is desirable
Sound creative, analytical and problem-solving skills
Excellent networking and relationship building skills
Highly developed written and verbal communication skills