Support Center Technician

POSITION PURPOSE
Under direct supervision, this position is responsible for providing first level technical support to all Teichert end users via the Support Center call line and email.  This position works closely with the IT Division staff and outside departments. Some vendor interaction as position may purchase hardware/software as needed.
COMPANY/ENTITY

• Actively supports the achievement of the business unit's goals and objectives by applying general knowledge of a variety of technologies.
• Collaborates across departments and supports consistent technical practices and financial reporting procedures.  Adheres to policies, procedures, and standards that protect the company's interests.
• Promotes and protects Teichert's, values including diversity, teamwork, fair work environment, and respect of others in order to maintain a "team" spirit within the business unit and on project teams; works and cooperates with other disciplines across company lines to ensure maximum and best uses of Teichert resources.
• Promotes and protects the community perception of Teichert.
• Builds and maintains positive working relationships with internal and external customers.  Maintains a positive impression of the department and company through professional interactions.

ESSENTIAL JOB FUNCTIONS AND BASIC DUTIES

• Serves as primary contact for first level technical and desktop support at the IT Support Center.
• Adds, updates and tracks Support Center calls in Track-It Help Desk.  Provide detailed documentation of issues, requests and resolutions and log to appropriate IT personnel.  Follow documented procedures for escalating critical and high issues/requests.
• Follows published standards for resetting logon credentials.
• Receives all purchased equipment and updates inventory database.
• Assists with PC Tech tasks related to administration, receiving, imaging and track-It Inventory.
• Creates and maintain documentation related to Support Center and operations processes and procedures.
• Provides basic cellular phone and data card support.
• Promotes a Zero Injury culture through personal adherences to all company safety policies and practices.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.  They are not intended to be an exhaustive list of all responsibilities, duties, and skills required.  Other similar or additional duties are performed as assigned.
QUALIFICATIONS
EDUCATION

• High School diploma or equivalent and Associates Degree or equivalent combination of education and/or experience required.

EXPERIENCE & INDUSTRY KNOWLEDGE

• Requires a minimum of one (1) year technical support / customer service in IT.

KNOWLEDGE     

• Knowledge of common technologies, including computers, cellular phones and data cards, printers and Microsoft software.
• Basic knowledge of desktop hardware and software support preferred.

SKILLS/ABILITIES

• Must demonstrate strong customer service skills.
• Demonstrated knowledge of current MS Windows platforms and MS Office Suite.
• Must demonstrate good written and verbal communication skills.
• Must demonstrate good problem analysis and troubleshooting skills.
• Must demonstrate strong attention to detail.
• Must demonstrate the ability work well under pressure, remaining composed and professional.
• Must demonstrate ability to work in a fast-paced environment, prioritize and manage multiple assignments and meet deadlines.
• Must demonstrate good organizational skills and time management practices.
• Must demonstrate an ability to work in a team and maintain effective working relationships with levels or staff and management.

COMPETENCIES:

• Relationship Understanding
• Business Acumen
• Communication
• Organization and Management
• Teamwork
• Technology: Basic computer hardware and operation, Microsoft Windows, Microsoft Office