IT Support Technician

Job Functions (essential):

• Troubleshoots and resolves hardware problems related to computers and all associated devices.
• Configures computers, kiosks, laptops, tablets, POS terminals, smart phones, time clocks, peripherals, and other hardware devices.
• Installs, updates, images and tests PC’s and other devices.
• Coordinates replacements for malfunctioning equipment, packs, and ships parts under warranty to appropriate vendors for repair.  Installs replacement parts.
• Receives equipment deliveries from the warehouse and coordinates the appropriate disposal of old/obsolete equipment ensuring that all data is effectively removed.
• Provides end user support by answering the IT Help Desk line promptly.
• Troubleshoots and resolves software problems related to operating systems, Microsoft Office, and application software or passes on to “Level 2” support if needed.
• Assists with software and hardware installations, upgrades, and testing.
• Reports unresolved issues to the Supervisor, Information Technology, and records problem resolution in required logs.

Additional Functions:

• Maintains and updates appropriate job tracking documentation and audit logs.
• Assists with computer training as needed both with employees at their workstation or in the classroom.
• Provides back-up support for company-owned computer equipment used by residents.

Knowledge, Skill, Abilities and Other Requirements:

• Technical expertise and knowledge of computer hardware, peripheral equipment, and software
• Knowledge of Windows, iOS, Android (Mac OS a plus)
• Basic networking skills – adding PCs to domains, setting up wireless devices, troubleshooting.
• Imaging – (Sysprep and WDS a plus)
• Proficient in Office 365 - Microsoft Word, Excel, and Outlook with a working knowledge of PowerPoint
• Excellent troubleshooting and problem-solving skills.
• Excellent verbal and interpersonal skills
• Must be able to complete projects and work independently, timely and efficiently.
• Valid Driver’s License for travel if necessary

Education:

• High School Diploma or equivalent
• A+  certification or comparable work experience required.

Experience:

At least three years of progressive experience supporting computer hardware, software, and end users.