IT Support Technician I

Description

At Aberdeen Dynamics, we believe that our greatest strength lies in our people. As a 100% employee-owned company, we are committed to excellence in everything we do. Joining our team means becoming an employee-owner, where everyone’s success is shared, and every contribution matters. 

Based in Tulsa, Oklahoma, Aberdeen Dynamics is a full-service motion and control solutions provider with over 50 years of experience. We specialize in fluid power design, hydraulic systems, pneumatic control, and electro-mechanical solutions. Our expertise serves industries like oil and gas, rigging and recovery, power generation, construction, manufacturing, process and pipeline. We are trusted for engineering solutions and are known for designing and fabricating custom hydraulic power units, hydraulic valve actuators, and hydraulic winch packages. 

The successful candidate for the position of IT Support Technician I is a customer-focused professional who provides first-level technical support to employees throughout the company. This position is responsible for troubleshooting and resolving common hardware, software, connectivity, and user-access issues while providing a positive and professional support experience.

The IT Support Technician I assists with the setup, configuration, deployment, and replacement of computers and other technology equipment. This position also supports Microsoft 365 applications, printers, scanners, user accounts, and other company systems. The successful candidate should have strong problem-solving skills, the ability to communicate technical information clearly to non-technical users, and the ability to recognize when an issue should be escalated to senior IT staff.

Requirements

Duties and Responsibilities

• Provide first-level help-desk and desktop support to employees.
• Troubleshoot and resolve common Windows 10/11 hardware and software issues.
• Set up, configure, deploy, and replace PCs, laptops, monitors, and other technology equipment.
• Install and troubleshoot printers, scanners, and other peripherals.
• Provide basic Microsoft 365 support, including Outlook and Teams.
• Perform basic Active Directory tasks, including password resets, account unlocks, and basic user administration.
• Use remote support tools to assist users with technical issues.
• Create, update, and resolve support requests using the company's ticketing/help-desk system.
• Troubleshoot basic network connectivity issues, including connection problems with computers and other devices.
• Install, configure, and troubleshoot software applications and peripherals.
• Assist with maintaining and supporting company technology equipment.
• Follow established IT security practices and procedures and escalate potential security concerns to senior IT staff.
• Assist with technology deployments, upgrades, replacements, and other IT projects as needed.
• Maintain accurate documentation of support requests, troubleshooting steps, and resolutions.
• Provide professional and courteous customer service to employees.
• Clearly explain technical issues and solutions to non-technical users.
• Prioritize multiple support requests based on urgency and business needs.
• Recognize issues that require additional technical expertise and escalate them to senior IT staff when appropriate.
• Stay current on company systems, applications, and processes through continued learning and training.
• Occasional nights, weekends, or overnight travel may be required.
• Perform other duties as assigned.

Skills and Competencies

• Basic help-desk and desktop support skills.
• Strong Windows 10/11 troubleshooting and support skills.
• Basic PC hardware troubleshooting and repair skills.
• Experience setting up, configuring, deploying, and replacing PCs and related equipment.
• Experience installing and troubleshooting printers, scanners, and other peripherals.
• Basic knowledge of Microsoft 365 applications, including Outlook and Teams.
• Basic Active Directory skills, including password resets, account unlocks, and basic user administration.
• Experience using remote support tools.
• Experience using a ticketing or help-desk system.
• Basic understanding of network connectivity and troubleshooting.
• Ability to install and troubleshoot software and peripherals.
• Strong problem-solving and troubleshooting skills.
• Excellent verbal and written communication skills.
• Strong interpersonal and customer-service skills.
• Extremely customer-focused with a positive and professional attitude.
• Ability to explain technical issues clearly to non-technical users.
• Ability to prioritize multiple support requests and manage time effectively.
• Ability to work independently while recognizing when an issue needs to be escalated to senior IT staff.
• Willingness and ability to learn the company's systems, applications, and business processes.
• Ability to maintain confidentiality when working with company systems and employee information.

Safety

Work Environment

• The employee will work primarily in an office environment with a business casual dress code. The employee may occasionally work in manufacturing areas as needed to provide IT support.

Personal Protective Equipment (PPE)

• Eye protection when in manufacturing areas – Company supplied.
• Ability to wear a mask.
• Optional – Ear protection when in manufacturing areas – Company supplied.

Physical Demands

• The employee will occasionally stoop, kneel, and crouch and will regularly stand, walk, use hands and fingers to handle or feel, reach with hands and arms, talk, and hear. Must possess good physical dexterity and have the ability to perform manual tasks and body movement.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust visual focus.

Knowledge and Education

• High school diploma or equivalent required.
• Associate degree, technical certification, or coursework in Information Technology, Computer Science, Cybersecurity, or a related field preferred.
• Relevant IT support, help-desk, or desktop support experience may be considered in lieu of formal education.
• Ability to read, speak, and write in the English language as the primary means of communication with coworkers.

Full-time Employee Benefits

• Medical
• Dental
• Vision
• Company paid Short & Long-term Disability
• Company paid Life Insurance
• Participation in the ESOP
• 401k