Job Title: Information Technology (IT) Support Technician

Reports To: The IT Support Technician will report to the Client Services Supervisor, Client Services Manager, IT Supervisor/Manager, or equivalent leadership.

Job Overview:

The IT Support Technician performs duties that include being a reference point for all IT related queries at the user level, responding to user needs in a timely manner, and ensuring the optimal running of all systems, among other technical duties. This position is focused on problem-solving using a high level of technical skill.

Overall, this position continuously offers the highest level of service to all client and SPS employees while maintaining a professional image of the company by providing prompt, courteous, and efficient service.

Duties and Responsibilities:

• Analyzes issues and formulate solutions.
• Troubleshoots system, application and hardware issues.
• Ensures customer is updated on ticket progress.
• Works directly with customers to solve problems.
• Utilizes internal IT Knowledge Base to both provide and find solutions to known issues.
• Uses external information to research and resolve issues when needed.
• Consistently updates the ticket tracking system with status and fixes.
• Properly escalates issues to necessary parties as required.
• Performs routine system maintenance on laptops and desktops.
• Tracks computer assets according to organizational standards.
• Performs backups and restores.
• Performs configuration of hardware including drives, network interfaces, memory, processors, and peripherals.
• Performs installation and configuration of software including operating system, patches, and 3rd party products.
• Maintains established computer standards and participate in testing new standards
• Proactively seeks out additional work during downtime.
• Builds professional relationships with customers and other teams.
• Maintains professionalism and composure when interacting with all employees.
• Trains back-up and providing guidance on policies and procedures.
• Determines what additional support is needed when handling sensitive inquiries.
• Provides exceptional customer service to client.
• Provides reception or concierge (front of office) or mail (back of office) coverage as needed.

Competencies:

• Strong verbal and written English communication skills.
• Exemplary communication and follow-up skills. 
• Knowledge and application uses for Mac and PCs.
• Hardware and Software knowledge/skills.
• Very strong technically, fixes and handles more issues internally, engages with our vendors to schedule repairs, when necessary, continually visits the assigned spaces ensuring all equipment is up and running, and willing to work after hours when sporadically asked. 
• Anticipates ahead for potential issues, eyes and ears open for new IT opportunities, investigating new technology and raising it to the attention of IT team leaders.
• Has excellent customer service skills, ability to understand the business and clearly relay in layman’s terms and build relationships.
• Ability to work independently or in a team environment.
• Ability to multi-task.
• Excellent presentation and interpersonal skills.
• Excellent written and oral communication skills.
• Strong interpersonal skills with a heavy focus on customer service.
• Demonstrate sound written, oral, and organizational skills.
• Collaborate with local and remote teams using provided tools.
• Consistently share solutions with peers.
• Comfortable training both small and large groups of people on new IT solutions.

Qualifications and Education Requirements:

• High School Diploma (or equivalent) required. Preference in higher level degree preferably in Computer Science, Information Systems or equivalent program.
• 1-3 years prior IT work experience.
• IT certifications preferred such as: ACMT, ACSP, ACTC MCP, CNA, CCNA, A , Network .
• Experience with Mac and PC computers.
• Ability to work assigned work hours determined by the manager.
• Excellent organizational and time management skills.
• Analytical abilities and aptitude in problem-solving.
• Superb written and verbal communication skills.
• Current knowledge or ability to learn computer-based systems required for functions of position.
• Required to maintain an overall professional appearance and attitude.
• Adhere to all policies and procedures required.

Physical Demands:

• Fine and/or gross motor skills, including the ability to grasp, lift and/or carry or otherwise move packages on a standard wheeled cart with a load capacity of 60 lbs.
• Ability to walk, bend, kneel, stand, and/or sit for an extended period of time.
• Manual dexterity is required for operating office machinery (phone, copy machines, binding equipment, etc.).
• Physically able to talk on the phone and input data simultaneously.
• Ability to lift or move 40 lbs. or greater frequently.
• Specific vision abilities required by this job include close vision, distance vision, the ability to adjust focus and the ability to match or detect differences between colors, including shades of color and brightness.

Travel: Local travel may be required up to 25% of the time.

Other Duties:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.