Level One IT Technician

Reports to

Assigned Supervisor

The Level One IT Technician is a staff position within the IT support group accountable for ensuring continuity of clients’ computer system services for computer users by providing the technical expertise, assistance and project coordination necessary to install computer software products, modify/repair hardware and resolve technical problems. This position is primarily bench-based for residential systems but also includes business, remote support, selling, and pick up and delivery of equipment.

Essential Functions

• Troubleshoots, repairs, maintains, installs and performs testing activities on various computer equipment, peripherals, data communication and computer network systems.
• Assembles, installs, configures and tests computer equipment or units of local area networks requiring use of standard interface protocols.
• Consults with and assists manufacturer’s representatives in the installation of new computer equipment; exercises total responsibility for routine installation or modification projects; assists other technicians or the director in repairing, installing and testing complex pieces of equipment or local area networks; submits equipment repair warranties.
• Completes trouble tickets and provides thorough documentation while communicating with clients.
• Reprioritizes tickets and workflow on the fly as demands change.
• Configures and sets up servers to work with various programs; installs software. Ensures server backups and networked user backups are performed on a regular basis.
• Performs preventive maintenance for computer, data communication and/or peripheral equipment; tests and adjusts to appropriate standards.
• Stay abreast of the latest developments in technology.
• Be "on-call" for all periods as assigned by manager.
• Provides technical assistance, instruction, and advice to users as needed.
• Recommend changes in software and hardware to improve computer capabilities.
• Assures continuity of the computer system for all system users.
• Researches software products and applicability to organizational environment.
• Installs and maintains selected software and hardware products.
• Repair hardware as necessary and work closely with service vendors to ensure continuity of service.
• Fosters building and enhancing client relationships
• Works with and learns from Level Two techs to further enhance knowledge and experience
• Escalates issues and tickets to Level Two support when appropriate
• Provides both remote and on-site support for clients
• Follows documented processes and workflows provided by clients or higher level support representatives, vendors, product management, etc.
• Creates new and maintains existing documentation
• Exude fanatical customer service skills; customers are king -- treat them as you wish you could ideally be treated everywhere you went if you were a king!
• Always maintain the highest standards for professionalism – we are what we present!
• Other duties as assigned

Competencies

• Communication Proficiency
• Customer/Client Focus
• Problem Solving/Analysis
• Organizational Skills
• Initiative
• Teamwork Orientation
• Technical Capacity
• Time Management

Supervisory Responsibility

This position has no direct supervisory responsibilities.

Work Environment

This job operates primarily but not exclusively in a professional office environment.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to handle or feel; and reach with hands and arms. The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and move up to 25 pounds and occasionally lift and move up to 50 pounds.

Position Type and Expected Hours of Work

This is a full-time position and employee must work 40 hours each week to maintain full-time status. This in an on-call position; employee must participate in rotating on-call shifts.

Monday-Friday 8am-5pm

Travel

Frequent travel to client sites is expected with this position

Required Education and Experience

High school diploma or equivalent.

One to three years’ experience in IT.

Preferred Education and Experience

Associate’s degree in related field.

Three plus years’ experience in IT

IT-related certifications.

Other Duties

Please note 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.

Job Type: Full-time

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift

Education:

• High school or equivalent (Required)

Experience:

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)

Work Location: In person