IT SUPPORT TECHNICIAN (Tier 1)

*A+ Certification or 2 years in the Information Technology.

Perform installations, maintenance and repair work on any computer related equipment that supports the business such as: laptops, desktops, communications equipment (digital & IP phones), tablets (including iPad’s), smart phones (iPhone’s and Android’s), printers, and any other computer related peripheral equipment or software an end user would reasonably be expected to use. Since the IT Support Technician will deal with frustrated clients who require their services immediately, the work environment can be stressful.

Incumbent is expected to have excellent attendance and communication skills, possess the ability to build lasting business relationships, and exhibit professionalism.

Essential Job Duties and Responsibilities:

This is a description of the major responsibilities of this position. This is a summary and does not include all activities that may be required to successfully perform in this job. The IT Support Technician must possess the ability to work safely, independently, and in a team environment.

• Connect and set up hardware
• Install workstations
• Load all necessary software
• Provide network access and connectivity
• Install and maintain Antivirus and Spyware
• Troubleshoot all operating system, software and hardware issues in a timely manner
• Record all maintenance actions in Knack Database
• Maintain a list of necessary maintenance and repairs
• Research both current and potential services and resources
• Record all asset information and disposition in Knack Database
• Identify and prepare hardware for safe disposal
• Ensure hardware is secure and stripped before disposal
• Ability to troubleshoot and repair workstations via a remote desktop connection
• Maintain a good understanding of the organization’s objectives
• Update current work processes or documenting work processes where none exists
• Familiarity with network operating systems, software and hardware
• Walk new users through the orientation process
• Provide individual support and training upon request
• Maintain an updated inventory of software, hardware and resources
• Other appropriate tasks as assigned by the department head
• Perform other IT related duties during business hours, and when necessary, after business hours

Knowledge, Skills and Abilities (KSAs):

• Ability to travel
• Ability to work flexible hours, including evenings and weekends as needed
• Excellent problem-solving skills and attention to detail
• Strong written and oral communication skills
• Strong interpersonal skills with a demonstrated ability to communicate professionally with outside vendors and internal staff
• A customer centric approach to IT support
• Working technical knowledge of the latest operating systems, network protocols and standards
• Read and understand all relevant documents, including OEM guides, procedural documentation and technical manual
• Carry out relevant research
• Perform tasks and prioritize in high-pressure environments
• A working knowledge of network operating systems and hardware and a thorough understanding of PC hardware

Education and Experience:

• A+ Certifications
• Extensive experience of troubleshooting and repair of computers and peripherals
• Experience in equipment support
• High School Diploma or equivalent

Physical Demands:

• Travel for the purpose of conducting company business. Must have a valid driver’s license
• Lift 50lbs unassisted
• Work with a computer for a minimum of 7 hours daily either standing or sitting
• Read printed materials and computer screen with or without MS or other software accessibility functions
• Must be able to effectively communicate in e-mail, by phone, or in person during the course of the workday
• Ability to use peripheral accessories, components and other related tools