It Support Technician

JOB SUMMARY

The IT Support Technician is responsible to assist the IT Manager in supporting all organizational systems as well as researching innovative ideas and trends to introduce leading edge technology to the organization.

DUTIES & ESSENTIAL JOB FUNCTIONS

• Responds to all ITSupport tickets (Zendesk) related to hardware and software, providing first-line support via telephone, in-person and online as necessary.
• Updates all requests in ITSupport system. Diagnoses and resolves technical problems, prevents problem escalation. Logs all requests and problems, providing trend information and solution tracking.
• Installs and repairs hardware and peripheral components for workstations such as monitors, desktops, and printers.
• Loads appropriate software packages such as operating systems, networking components and office applications
• Assigns and maintains user access to network and software, creating new user profiles and removing access as appropriate.
• Trains users in learning hardware and software, as well as new company-provided applications. Develops support and training tools that increase system usability.
• Utilizes document repository (Confluence) to develop both technical and end-user documentation, Standard Operating Procedures, and process documentation.
• Assist in troubleshooting potential and/or current problems on the network.
• Assigns and maintains system for building security access.
• Along with any other duties that the JEG management team dips necessary

• Must have 2 - 4 years of stable work experience building, deploying and troubleshooting computers /systems.
• Must be able to trouble shoot computer hardware, printers, and software, Microsoft technologies and IP networks.
• Must be comfortable working with mission critical and sensitive systems, with a sense of urgency appropriate to the responsibilities.
• Ability to address and resolve information technology issues promptly, effectively and independently
• Motivated self-starter, able to work independently while maintaining patience with the constant interruptions of Users in need of assistance.
• Experience with technical writing for documentation and instructions on processes.
• Basic knowledge of systems security.
• Must have excellent written, verbal and phone communication skills.
• Requires high school diploma or GED and 2 years technical support work experience related to the diagnosis and problem resolution of computer hardware and software