IT Incident Technician – End User Computing

Job Summary
An IT Incident Technician is responsible for identifying, troubleshooting, and resolving technical issues that arise within a company's IT infrastructure by logging incidents, diagnosing problems with hardware and software, implementing solutions, and communicating status updates to users while working within an incident management system to track and prioritize problems effectively.

The candidate exercises judgment with supervision within the generally defined practices and policies in selecting methods and techniques for obtaining solutions and acts as a liaison between customers, departments, and within the organization to lead problem resolution.

Responsibilities

· Provide onsite support to Authorized Users with operational and technical support and to meet specified SLAs

· Resolve incidents and problems associated with End User Computing & IT Infrastructure

· Perform reactive troubleshooting to effectively identify potential incidents or problems

· Support users attempting to connect to corporate network; assist in accessing VPN, print, and file services

· Provide support for equipment including laptops, desktop PC’s, mobile devices, display screens, video systems, docking stations, communication devices, printers, scanners, wireless networking, etc

· Provide on-site support for general troubleshooting and problems with end user computing technologies

· Utilize problem management database and systems to track and report on customer calls and requests.

· Communicate technical information and progress of incident resolution Company teams and customers.

· Escalation from Helpdesk for application support including in-house and 3rd party applications

· Provide support for operating system, drivers, software and firmware

· Provide support to remote users on home connections; set up Company or personal laptops and virtual machines

· Ensure that Company policies and procedures are followed by, communicated, and adhered to

· Create and maintain support documentation

· Interacting with other support groups (local and global) within the Company, across multiple platforms

· Record and manage all incidents and requests in a ticket-tracking system

· Proactively inform management of trends, significant problems and expected delays

· On-call – participate in rotating schedule providing afterhours and weekend support

· Take initiative to stay current on technology and participate in training programs

· Security awareness; adhere to security protocols and best practices to protect sensitive data

· Be proactively responsive to multiple mediums of communication platforms such as E-mail, Microsoft Teams, Skype, Symphony, Jive, etc.

Qualifications

· Requires 2 years of related work experience and CompTia A certification

· Strong understanding of computer hardware, operating systems (Windows 10/11), and network fundamentals

· Excellent verbal and written communication; interpersonal and customer care skills

· Ability to diagnose technical problems efficiently and logically

· Ability to work under pressure and on tight timescales

· Configuring hardware and software applications, including for mobile computing

· Configuring network connectivity, VPN, MFA, and access to resources

· Familiarity with incident management systems to log, track, and prioritize tickets

Work Environment:

· Typically based in an office environment with the potential for occasional on-site visits to user locations.

· May involve working outside of regular business hours to support critical incidents.

Join us in this exciting opportunity to contribute to our IT operations while developing your skills in a supportive environment. We look forward to your application!

Job Type: Full-time

Pay: $22.00 - $24.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Professional development assistance
• Vision insurance

Compensation Package:

• Hourly pay

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: On the road

Salary : $22 - $24