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Position Summary:
IT Support Technician will provide courteous professional customer service and technical assistance to end users. The position will assist onsite and remote company users and other IT personnel to troubleshoot, maintain, and resolve desktop computer hardware and software issues.
Essential Duties and Responsibilities:
- Provide telephone and desk side problem resolution support for all corporate users of computer, software, hardware, peripherals, and networks.
- Grant access, change, and re-set passwords.
- Serve as the initial point of contact for troubleshooting hardware/software PC and printer problems.
- Learn all internal business applications and provide general PC/Network support (1st Level) and general application support to a distributed user base.
- Performs installs, upgrades, moves, and changes for computer workstation hardware and software, printers, and other peripheral devices.
- Identify, troubleshoot, resolve, and escalate issues related to desktop computer hardware, software, and related equipment installation and configuration.
- Log all calls and activities accurately in a tracking system.
- Special projects and additional duties as assigned.
Other Duties and Responsibilities:
- Performs other related duties as assigned to ensure efficient and effective processes, completion of projects and smooth operation of department.
Qualifications:
Education and Experience
- Associate’s degree in Computer Science, Engineering, or related field preferred.
- 4+ years of experience performing level one help desk support working as part of a corporate help desk/IT team.
Required Skills, Knowledge, and Abilities:
- Basic Technical Certification (A+, networking, MCP, etc.)
- Keen interest and ability to learn new software and hardware Advanced knowledge of desktop computer hardware and software, including Microsoft Office – experience with a variety of platforms and systems including, MS Windows 10 and Citrix.
- Establish and maintain effective professional working relationships with co-workers at every level of management.
- Present a professional image as a representative of the Company.
- Enforce Information Technology company policies and procedures for all employees.
- Problem Solving/Analysis
- Technical Capacity
- Communication Proficiency
- Time Management
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