Job Description

POSITION SUMMARY

The IT Technician I position focuses on providing technical service for the initial contact in support of end users. The IT Technician will troubleshoot software/hardware peripherals issues, perform break/fix tasks, computer imaging, receive and process calls/issue tickets, and remain friendly, helpful, and professional while servicing end users. The position also maintains user account information including rights, security, and system groups.

EDUCATION REQUIREMENTS

High school diploma or equivalent required.
Associate degree in Information Technology, Information Systems or other related scientific or technical discipline preferred
A+ Certification, required within 6 months of hire if they do not currently possess one
Certifications such as: Network+, Cisco Certified Network Associate (CCNA), Microsoft Certified Solutions Associate (MSCA), Microsoft Office Specialist (MOS), Microsoft Certified Desktop Technician (MCDT), Microsoft Certified Desktop Support Technician (MCDST), or Microsoft Certified Professional (MCP) considered a plus

EXPERIENCE REQUIREMENTS
 

0-1 year of experience in a help desk, service desk or desktop support environment; working knowledge of Windows networking configuration and troubleshooting.
Experience in Windows Server 2003/2008 in an enterprise domain environment, basic TCP/IP support, configuration in Windows clients, troubleshooting as well as networking and telecom skills a plus
Experience supporting MS Windows operating systems on workstations, laptops, mobile devices, etc.
Demonstrates excellent problem-solving skills
Experience with help desk or service desk ticket management systems a plus
Displays strong organizational, time management and customer service skills
Ability to write reports, business correspondence and suggest policy/procedures in a clear and concise manner.
Fluent in English, oral and written.
Possess ability to work independently and remain calm during periods of high stress and challenging situations.
Must be self-motivated and willing to set realistic aggressive goals and timelines.
Must be able to develop professional relationships with co-workers and end-users.
Availability for on-call support of on-site and remove users at any time, if necessary
Ability to adjust schedule and travel to meet business needs.

 
MAJOR ACCOUNTABILITIES

Provides first tier technical support to end users for PC, hardware, and enterprise applications, as required.
Identifies problems, research, isolates issues, and takes necessary actions to resolve basic problems. If unable to resolve the issue, can identify that fact and escalates it to the IT Technician II level.
Provides detailed documentation of problem and ensures excellent communication with IT resources, internal/external customers, consultants, and support resources.
Places orders, ships, and receives equipment, monitoring warranties, schedules maintenance, and performs other service-related items while ensuring documentation is always updated.
Provide professional and appropriate verbal and written information to users ensuring issues are completed in a timely manner and properly documented.
Builds strong working relationships with other IT Technicians to ensure seamless service and builds strong working relationships with internal service groups to provide the highest quality service to end users.
Regularly communicate with supervisor work progress, concerns, and questions

  
EXPECTED RESULTS

Provide technical service in the initial contact supporting end users.
Troubleshoot software/hardware peripherals issues, perform break/fix tasks, computer imaging, receive and process calls/issue tickets
Communicate effectively (both oral and written) with team members, management, and non-technical people on technical matters.
Deliver excellent customer service even in challenging and stressful situations
Adherence to all company policies and procedures.
Deliver accurate and timely reporting as required by the Manager of Support.