JOB TITLE: IT Support Technician

• Provide help desk and on-site support to SEA staff and partner organizations, including the DLCC facilityoperator, DLCC Food and Beverage operator, parking operator, and other management companies at SEA properties.
• Diagnose and resolve hardware, software, email, network, and account issues by phone or in person.
• Train new and existing users on computers, Microsoft 365, network access, internet use, and telephone/voicemail systems.
• Maintain records of support requests, problems, resolutions, and installation activity.
• Refer major hardware or software failures to vendors or outside technicians when needed.
• Desktop and Hardware Support
• Install, configure, maintain, and repair PCs, laptops, printers, scanners, and related peripherals.
• Perform software installation, updates, and minor repairs according to established standards.
• Assist with technology purchasing and deployment of new equipment.

• Assist with administration of user accounts, permissions, and access to applications, shared resources, and systems.
• Administer and support Microsoft 365 services used by SEA, including email, user access, and related productivity tools.
• Support the daily operation of servers and related systems.
• Administer and support network equipment, including switches and firewalls.
• Support other SEA systems as assigned, including telephone systems and website-related tasks.
• Monitor system performance and help maintain reliable day-to-day operation of SEA technology.
• Other
• Read technical documentation, run diagnostics, and work with users and vendors to resolve issues.
• Perform other duties as assigned.

• Associate degree in computer science, information technology, or a related field; or equivalent related experience prefered (approximately four years).
• At least one year of experience supporting PCs, servers, networks, and end users.
• Experience with Microsoft 365 administration is preferred.
• Experience with firewalls, switches, and server support is preferred.
• Experience with Kaseya or other RMM is preferred.
• Certifications are a plus.

• Working knowledge of Microsoft operating systems, Microsoft 365, and email systems.
• Familiarity with desktop support, LAN/WAN environments, servers, and phone systems.
• Strong troubleshooting, documentation, and customer service skills.
• Ability to work independently and with users who have varying levels of technical experience.
• Ability to work a flexible schedule, including occasional evenings and weekends.

POSITION WORKING CONDITIONS/PHYSICAL DEMANDS (Included but are not limited to)

• Extensive sitting, focusing on and operating a personal computer for much of the day.
• Walking through facilities to problem areas.
• Ability to read printed words and numbers in printed form and on computer/terminal monitor.
• Communicate by telephone for up to 30 minutes at a time on a daily basis.
• Occasional lifting up to 50 lbs.

WORKING ENVIRONMENT/CONDITIONS

• Office environment.

• Occasional travel to different local facilities.

• 40 hours per week (occasional night/weekend support)
• Must have own transportation (traveling between locations is required), including a valid driver’s license.

• Must live or be willing to relocate to Allegheny County