Address
Form of workPosition Purpose:
This position is responsible for providing professional, timely, and accurate technical resolutions and assist in strategic executions of long-term planning tasks. The IT Technician focuses on customer service, technical expertise, timeliness, efficiency, and quality-first contact resolutions. The ideal candidate will possess excellent communication skills, a strong attention to detail, and the ability to work collaboratively with interdisciplinary teams.
Essential Functions
- Upgrade software/hardware on networked environment.
- Provide Microsoft AD and tenant-related support.
- Support project management abilities for small to mid-size efforts.
- Provide support for VPN solution needs.
- Resolve technology-related problems including on-site visits.
- Install and maintain computer networks that include network maintenance, including monitoring bandwidth utilization, setting up new servers, PCs, laptops, tablets, and configuring routers.
- Test new hardware/software before full scale installation.
- Repair or replace damaged hardware.
- Install and configure hardware and software components to ensure viability.
- Troubleshoot problems and determine the appropriate resolution path.
- Document issues and manage technical documentation with clear, concise, and accurate information; document troubleshooting process and procedure for each issue.
- Ensure security and privacy of networks and computer systems.
- Maintain website utilizing vendor provided maintenance portals.
- Maintain system backups and ensure disaster recovery strategies are in place.
- Assist with trend and root cause analysis; identify and communicate problem trends; identify and communicate gaps in department knowledge required to resolve specific problems.
- Develop and maintain intranet for organization.
- Educate customers on appropriate problem resolutions to minimize repeat requests; provide timely follow-up.
- Participate in continuous improvement initiatives to enhance efficiency and outcomes.
- Other duties as assigned.
Qualifications
Education:
- Bachelor’s degree in information technology, computer science or related discipline or equivalent work experience.
Experience:
- Must have a general understanding of networking fundamentals and client/server computing.
- 2+ years of experience in IT support role.
- Minimum one year experience on the following technologies:
- Windows 10
- Troubleshooting business or personal PC hardware/software
- Standard computer hardware and peripherals
- MS Office Products
- Network printing
- Microsoft SharePoint
- Active Directory and Microsoft tenant administration
- LAN/WAN architectures and transport protocols
- Smartphone technology (including Active Sync), a plus.
- Remote connectivity (i.e. Citrix), a plus
- Microsoft PowerApps, a plus
Performance Requirements:
- Accountability - Holds self-accountable for rules and responsibilities.
- Collaboration and Teamwork - Encourages and facilitates cooperation, pride, and fosters team commitment.
- Communication - Communicates effectively, both orally and in writing, to a variety of audiences.
- Customer Service - Responds to customer needs/requirements in a timely fashion and demonstrates concern.
- Flexibility/Adaptability - Adapts behavior and work methods in response to new information and/or obstacles.
- Personal Development – Demonstrates motivation to improve self.
- Problem Solving - Uses technical and professional expertise to approach problems using a logical approach.
- Relationship Management - Establishes, builds, and maintains healthy working relationships.
- Results Oriented - Willingly seeks out work; exhibits drive for proactively dealing with issues.
DISCLAIMER
The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. OPS’s management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.
