IT Technician

The IT Service Desk Technician I covers L1 to L2 support in a three-tiered environment that can range from standard offices, to call centers and fulfillment warehouses. The technician is responsible for resolving help/service desk issues of moderate to high levels of complexity, including those escalated from other team members, and for escalating issues which he/she cannot resolve to the next level of support, including other departments. The individual in this position must have a good understanding and working knowledge of IT concepts, practices & procedures, and demonstrate an aptitude for staying abreast of all technologies in use within the organization. He/she must consistently demonstrate quality customer service and professionalism and have the ability to relay their experience and judgment to plan and accomplish goals under limited supervision. Experience for this position ranges from entry-level to intermediate.

Essential Duties & Responsibilities:

• End User Support
  • Install/configure/upgrade hardware/software
  • Diagnose and repair hardware and software problems
  • Participate in on-call rotation schedule for onsite and remote users
  • Use IT support request system to document, prioritize, and track requests
  • Production Support:
    This level of support can include local IT functions (e.g., printing labels at some locations) and systemic failures that impact production (e.g., general network slowness, local server problems, global application errors).
  • Routine Maintenance
  • Maintain system OS and hardware (e.g., running diagnostics, deleting old temp files, removing dust)
  • Maintain inventory of equipment and supplies (computers, peripherals, cables, adapters, etc.)
  • Infrastructure Support
  • Build and/or install cables
  • Research, learn, and evaluate new software
  • Document hardware, software and systems
  • Assist other IT departments with projects

Additional Responsibilities:

The items below are not exhaustive. In regard to entry-level prospects, the aptitude to meet requirements may be considered.

• An understanding of a wide variety of personal computing equipment, software and troubleshooting techniques
• Experience with current operating systems and software including but not limited to Windows 7/2003/XP, Active Directory and Microsoft Exchange
• Basic understanding of Networking Fundamentals (Routers, Switches, Firewalls, Cabling, Wireless)
• Knowledge of TCP/IP and general networking concepts including DNS, DHCP, FTP & VPN
• Experience in conducting research into software and hardware issues and products
• Customer service skills as well as oral and written communication skills
• Experience in remote user support
• Ability to work independently under pressure in a fast paced, multi-tasking environment and adapt quickly to procedural and priority changes

• Candidate should be results driven, and work effectively in a team environment
• Must be well organized, conscientious, with excellent attention to detail

• Ability to prioritize effectively & perform proactively
• Ability to exercise sound judgment, display initiative and innovation on the job

• Work extended hours, including evenings and weekend hours to meet project deadlines or resolve issues
• Participate in on-call duties that will require carrying a cell phone and respond to calls outside normal work hours.
• Must have knowledge of proper lifting techniques and be able to lift at least 50 lbs
• Be open to assume additional responsibilities

Education/experience:

• HS Diploma or GED required.
• Degreed in a related discipline, or equivalent experience combined with certifications.
• 3-years or more experience in a Help Desk environment supporting Intel / AMD desktops and laptops.