IT Technician

Work Schedule

Monday‑Friday with availability to be onsite outside of regular working hours.

The primary objective of the IT Technician role is to minimize interruptions to the services provided by the Business Technology (BT) Department while providing Service with Knowledge® to end users. Delivers reliable, quality IT support that allows employees across all environments to work safely and efficiently. Accountable for resolving issues promptly and accurately, maintaining secure systems, and ensuring business continuity. This position requires the ability to report onsite promptly for after‑hours IT support, within 20 minutes of notification.

• Accountable for providing front‑line support to end users in diverse work areas, including office, laboratory, off site, and production floor environments.
• Monitors incoming helpdesk tickets and provides timely, accurate responses to ensure issues are resolved efficiently and quality service levels are consistently met. Builds positive relationships with end users to encourage open communication with BT.
• Maintains and troubleshoots hardware, software, and network infrastructure while resolving issues related to laptops, desktops, VPN/remote access, printing/scanning, endpoint protection, and business‑critical applications such as Microsoft Office, ERP systems, and other business tools.
• Assigns and maintains network permissions.
• Installs, configures, and updates software applications in alignment with evolving organizational needs.
• Prepares and stages new equipment, installs required software, and ensures systems are updated before deployment.
• Collaborates with users through the transition from old systems by guiding them through migration steps, ensuring data integrity, and minimizing disruption.
• Creates, updates, and maintains user manuals, technical guides, and process documentation to ensure accuracy, preserving organizational knowledge, and supporting effective training.
• Monitors servers for warnings and critical events, including failed backups, to ensure timely issue resolution and system reliability.
• Maintains accurate inventory of IT equipment and ensures all tools are properly organized for access and use.
• Collaborates with external vendors, including IBM, Infor, and SAP, to ensure the reliability and continuity of core IT services.
• Maintains clear, detailed documentation of troubleshooting steps and solutions while formalizing informal practices to preserve institutional knowledge and build a knowledge base for future use.
• Documents workflows and processes across all locations to ensure consistency, standardization, and operational continuity.

• Assists with troubleshooting and maintenance of client computers and servers at other Gusmer locations.
• Periodically checks equipment including but not limited to printers, floor workstations, laptops, desktops and other technologies that have been implemented by BT to ensure optimal performance.
• Assists with network setup and maintenance (switches, access points).
• Performs other duties as assigned.

This is not meant to be a comprehensive listing of activities, duties, and responsibilities. These items may change, or new items may be assigned with or without notice.

• Associate degree in Computer Science or related field
• Two years in an IT support role required (internship or academic experience acceptable).
• Experience with Microsoft SharePoint, Linux, Windows Server, and backup software preferred.
• Familiarity with remote support tools and helpdesk systems preferred.

• Working knowledge of Windows desktop/server environments, Microsoft Office, databases, and client‑server methodology.
• Basic understanding of LAN/Wi‑Fi technology and troubleshooting hardware/software issues.
• Knowledge of server/client methodology, data storage, and virtualization concepts.
• Knowledge of hardware and peripheral devices including laptops, desktops, printers, scanners, and production‑floor technology.
• Knowledge of asset lifecycle management and inventory control processes.
• Proficiency with Microsoft Windows 10/11 and Office…