IT / Service Technician

IT/Service Technician

Job Summary:

The IT TECHNICIAN/SERVICE TECHNICIAN will troubleshoot and maintain network systems. Provide technical assistance and answers to users’ questions, assisting users by troubleshooting problems with computer hardware or software. Perform specialty repair work, maintenance, and work with users to troubleshoot problems with copiers, printers, hardware and related devices and systems.

Classification:

· Non-exempt

Reports to:

· IT/Service Supervisor

Supervisory Responsibilities:

· None

Duties/Responsibilities:

· Maintains network systems, installs new hardware and modifying existing hardware, and related network software and applications.

· Installs and maintains peripheral devices including printers, hubs, routers, and other equipment.

· Communicates with end users to understand and troubleshoot problems.

· Conducts periodic diagnostics and testing to ensure optimal network function and minimal downtime.

· Maintains email and intranet services, adding and removing users and accounts.

· Collaborates with network administrator to review and analyze hardware and software needs; recommends changes.

· Configures, tests, updates, and repairs copiers, printers, wide-format, and other office equipment.

· Performs regular preventive maintenance and diagnostic tests on equipment.

· Maintains computer systems and backs up software.

· Assists operators with technical problems as needed.

· Identifies mechanical problems, either visually or with computer diagnostic equipment.

· Performs tests on specific parts and systems to confirm proper mechanical function; ensures that all critical parts are examined.

· Performs repairs, replacements, or maintenance.

· Repairs or replaces malfunctioning parts and systems.

· Identifies common causes of trouble such as loose connections or defective components.

· Identifies, investigates, and resolves users’ problems with computer software and hardware.

· Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.

· Consults with users to determine steps and procedures taken to identify and resolve the problem.

· Applies knowledge of computer software, hardware, and procedures to solve problems.

· Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.

· Maintains knowledge of technological innovations and trends.

· Reviews manufacturers’ specifications on connections and methods to locate problems.

· Performs other related duties as assigned.

· Exhibit great customer service when assisting customers.

· Remote services and customer support over the phone, exhibiting patience and a positive attitude with difficult situations.

· Work with a shifting list of a 7 to 12 software program stack that evolves with the needs of the company.

· Learn and excel in new and specific program use relative to our managed services platform.

· Take part in the weekly reporting systems used to provide managed services to our customers.

· Must sign a non-compete.

Required Skills/Abilities:

· Verbal and written communication skills.

· Interpersonal and customer service skills.

· Professional and pleasant manner.

· Basic understanding of existing network programs and capabilities.

· Workstation and network troubleshooting skills.

· Organizational skills and attention to detail.

· Ability to explain technical issues to technical and nontechnical employees and customers.

· Strong analytical and problem-solving skills.

· Proficient in Microsoft Office Suite or related software.

· Ability to analyze and diagnose problems and work independently to solve them.

· Mechanical repair skills.

· Analytical and problem-solving skills.

· Ability to visually diagnose mechanical issues.

· Proficient with computer diagnostic equipment and software.

· Ability to read service and repair manuals.

· Ability to perform repairs in a timely fashion.

· Ability to read work orders.

· Must have and retain a valid driver’s license and personal automobile insurance.

Education and Experience:

· High school diploma or equivalent required.

· At least three years of experience in network maintenance and user technical support preferred.

· A , Network , and/or similar certifications highly preferred.

Physical Requirements:

· Must be able to bend, stretch, kneel, and squat to perform repairs and inspections.

· Prolonged periods sitting at a desk and working on a computer.

· Must be able to team lift 150 pounds.

· Must be able to travel to offsite assignments.

· Ability to differentiate wire and cable colors as well as various audible tones.

· Good vision to inspect repair work.

Disclaimer:

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

EEO Statement:

Appalachia Business Communications of Kingsport, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Job Type: Full-time

Benefits:

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

Schedule:

• Day shift
• Monday to Friday

Work Location: In person