INFORMATION TECHNOLOGY TECHNICIAN

Description:

Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, support tickets, runs diagnostic programs, isolates problems and determines and implements solutions. Support and maintain existing infrastructure, applications, software, equipment, and development of new technical solutions.

Essential Duties & Responsibilities

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to queries either in person or over the phone.
• Maintain daily performance of computer systems.
• Respond to email messages for customers seeking help.
• Ask questions to determine nature of problem.
• Walk customer and staff through problem-solving process.
• Install, modify, and repair computer hardware and software.
• "Clean up" computers/workstations.
• Run diagnostic programs to resolve problems.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other related systems.
• Install computer peripherals for users.
• Follow up with customers/staff to ensure issue has been resolved.
• Gain feedback from customers about computer usage.
• Write training manuals.
• Train computer users.
• Run reports to determine malfunctions that continue to occur.
• Other Duties as assigned.

Requirements:

REQUIREMENTS

• Bachelor’s degree preferred
• Working knowledge of fundamental operations of relevant software, hardware and other equipment
• Knowledge of relevant call tracking applications
• Knowledge and experience of customer service practices
• Related experience and training in troubleshooting and providing help desk support

Key Competencies

• Oral and written communication skills
• Learning skills
• Customer service orientation
• Problem analysis
• Problem solving
• Adaptability
• Team interaction
• Planning and organizing
• Attention to detail
• Stress tolerance

Application experience preferred

• Office 365 Administration
• Microsoft Teams
• Excel
• PowerPoint
• Word
• Outlook
• Internet Explorer
• Team Viewer
• Screen Connect
• Cylance Antivirus
• Barracuda Web Filter

Utility experience includes

Operating and Network system experience to include, but not limited to Windows 10, Windows11, Windows Server, VMWare, Terminal Services

Hardware experience includes (but not limited to)

• Scanners
• Personal and network computers
• Laptops
• Wireless Access Points
• Printers \ Copiers
• Network media
• Routers \ Switches
• Backup & NAS Devices
• Telephony equipment