It Support Technician

Position: IT SUPPORT TECHNICIAN
SUMMARY:

Under the general direction of the IT Director, manage the complete cycle of incidents that affect the service provided to Staff, including outages (planned and short term), service availability and requests to help maintain a positive and accurate image of the IT Department and Service Desk. Ensure that communication is established between staff members to provide up-to-date progress and actions taken on all incidents reported.

Escalating incidents that cannot be resolved by the Service Desk to the next level IT Staff and coordinating the response. This position should be able to resolve 50-70% of 1st/2nd level incidents.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Act as a single point of contact for phone calls and service desk tickets/emails from staff regarding IT issues and queries.
• Receive, log and manage all calls from internal staff via telephone, email, and service desk tickets; keep in constant contact with all staff with unresolved tickets.
• Provide 1st and 2nd line support remotely and via phone - troubleshooting of IT related problems from in-house software to hardware, such as Desk Phones, Cell Phones, Laptops, PCs and Printers.
• Escalate unresolved calls/tickets to the correct IT team for resolution.
• Install computer hardware and software.
• Diagnose and troubleshoot computer system problems; troubleshoot basic network issues.
• Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
• Support and manage an enterprise server environment (Microsoft Windows, remote access and password management).
• Maintain a high degree of customer service for all support queries and adhere to all service management principles and internal SLA's.
• Provide basic in-house training in MS Office (Office
  365) applications used within the organization (Word, Excel, Outlook, PowerPoint).
• Provide stats for the weekly Service Desk report.
• Publish support documentation/knowledge base articles to assist staff requests & provide staff training if required.
• Help file invoices and PO within the IT Budget.
• Performs other duties as assigned.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of multiple hardware components including workstations, servers and other equipment related to application support.
• Knowledge of Basic User & Security Group Active Directory administration.
• Knowledge of Microsoft based operating systems as well as Mac OS and iOS.
• Skill in effective verbal and written communication.
• Self-motivated achiever who gains satisfaction from providing excellent customer service
• Ability to install computer hardware and software.
• Ability to navigate and troubleshoot Office 365 within a network environment (permissions, calendar sharing, delegation)
• Ability to manage the processing of incoming incidents & service requests to the Service Desk via telephone, e-mail, and self-service intake channels to ensure courteous, timely and effective resolution of end user issues.
• Ability to read and comprehend departmental policies, technical/repair manuals, and user guides.
• Ability to serve in a diplomatic and professional manner; must have strong interpersonal skills.
• Ability to work with detailed information for sustained periods of time.
• Ability to demonstrate proficiency in Windows based environment.
• Ability to use good judgement, think outside the box, and see the bigger picture.
• Ability to resolve problems or situation requiring the exercise of good judgement.
• Oversee development and communication of help sheets, usage guides and FAQs for end users.
• Work weekends and evenings as necessary on an on-call basis

QUALIFICATIONS, EXPERIENCE, AND/OR CERTIFICATION REQUIREMENTS:

• A minimum of two years' experience in a fast paced, technology based, and customer-oriented environment which demonstrates the ability to troubleshoot computer problems (hardware and software)
• OR an Associate's Degree from an accredited educational institution in computer information systems or a directly related technical discipline.
• An ITIL qualification is preferable but not essential.

PHYSICAL DEMANDS:

The physical requirements of the job include the ability to sit, stand, walk, climb, balance, kneel, bend at both the waist and knee,…