IT Support Technician

The IT Support Technician’s role is to ensure that technology resources are working properly so that end users can accomplish business tasks.  This includes receiving, prioritizing, documenting, and actively resolving end user technical help requests.  In addition to help desk support: desktop, laptop, printer, cell phone, Azure/AVD, Active Directory, and email account setup are also primary responsibilities of this position.
 
Responsibilities
 
Operational Management

• Field incoming help requests from end users via both phone, Teams, and email in a courteous timely manner.
• Document all pertinent end user information, including name, department, contact information, and nature of problem or issue using our ticketing software.
• Prioritize, schedule and resolve support issues. Escalate problems to an experienced technician or vendor when necessary.
• Setup, install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software to deliver required computer services.
• Assist in managing user account setups and modifications.
• Troubleshoot email and application problems with mobile devices, including Apple and Android.
• Access software updates, drivers, knowledge bases, and FAQ’s resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the computer level, including installing and upgrading software, installing hardware, implementing file backups/restores, and configuring systems and applications.
• Install and maintain system protection software, including antivirus and antimalware software applications.
• Performing preventative maintenance, including installing windows updates, driver updates, checking and cleaning of workstations, printers, and peripherals.
• Develop how-to documentation and FAQ’s lists for end users.
• Assist in maintaining an inventory of all devices, including desktops, laptops, mobile devices, tablets, printers, IP phones, and cell phones that are distributed across the organization.
• Some Level 2 support for critical AMG application issues.
• Participation in some QA implementation cycles related to AMG critical applications.
• Develop skills to be backup to the Infrastructure Manager and Security Manager for routine support issues.
   

Position Requirements
 
Formal Education & Certification

• College diploma or university degree in the field of computer science and/or 2 years equivalent work experience in technical support.
• Certifications in Microsoft Operating Systems and Office 365 products a plus.

 
Knowledge & Experience

• Excellent technical knowledge of IT infrastructure technologies.
• Knowledge of basic computer hardware, including desktops, laptops, servers, and networking devices.
• Experience with computer and server operating systems, including Windows 10/11.
• Excellent technical knowledge of email applications including Office 365 Tenant.
• Experience with Azure environments, a plus.
• Hands-on hardware troubleshooting experience.
• Exceptional interpersonal skills, with a focus on listening and questioning skills.

 
Personal Attributes

• Ability to conduct research into a wide range of computing issues, as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Self motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
• Analytical and problem-solving abilities
• Effective interpersonal skills and relationship-building skills.

 
Work Conditions

• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
• Lifting and transporting moderately heavy objects, such as computers and peripherals.
• On-call availability 7 by 24 for computer emergencies.
• Traveling periodically to plants and office locations, as required.