IT Support Technician

JOB TITLE: IT Support Technician

FLSA STATUS: Full-time, Exempt

HIRE DATE: ASAP

JOB #: 2001

DEPARTMENT: IT Support Services

SUPERVISED BY: IT Operations Manager

DIRECTLY SUPERVISES: 0

GENERAL DESCRIPTION:

The IT Support Technician, is responsible for client technical support including network, applications and desktop support. This position will also be responsible for ticket management including timekeeping and adhering to IT process and procedures.

POSITION OBJECTIVES:

• Provide Tier 1 support to resolve hardware, software, application, network, user access and miscellaneous issues within the defined client SLA’s.
• Escalate more complex problems or unresolved issues to Tier 2 Support and Management
• Research, resolve and respond to client issues in accordance with current standards and Service Level Agreements.
• Ensures the proper handling of client information in order to ensure information security compliance
• Maintain functional and technical expertise, keeping current with evolving systems, applications, and technologies
• Adhere to ITIL Process (Change, Problem and Incident Management) as well as internal policies and procedures
• Performs other duties as assigned.

COMPETENCIES:

The competencies listed here are representative of those that must be met to successfully perform the essential functions of this job.

• Uses first-hand customer feedback for improvements in products and services.
• Establishes and maintains effective professional relationships with clients.
• Ability to be responsive to client needs and requests.
• Ability to prioritize and analyze system and client issues and determine next steps in resolution.
• Ability to work within a process framework and make decisions based off knowledge of that framework.
• Demonstrates a comprehensive knowledge of the applications and portals used within support.

Training and advancement opportunities are available and reimbursement for certifications.

Benefits with this position include Health Insurance, Paid Time Off and Paid Sick Time

Job Type: Full-time

Salary: $55,000.00 to $65,000.00 /year

Experience:

• IT Support: 3 years (Required)