What are the responsibilities and job description for the IT Tech II position at Beasley, Mitchell, & Co?
Summary:
This position is responsible for supporting and maintaining organizational computer systems, desktops, servers, and peripherals. That includes installing, diagnosing, repairing, maintaining, and upgrading all organizational hardware, software, and equipment while ensuring optimal workstation performance. The person will also troubleshoot problem areas including but not limited to QuickBooks, tax software, Windows 10, Office 365 Suite, printers, IP phone, and audio-visual equipment. IT Technician II will need to possess strong communication skills and a passion for providing exceptional customer service and be able to resolve advanced incidents and requests.
The primary function of this position includes the following: Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, mobile devices, phones, and other computer-related technologies. Work directly with Network Management Group Support Team in maintaining all systems.
Essential Duties and Responsibilities:
· Perform IT Tech I essential duties and responsibilities:
o Provide first-level technical support to end-users via phone, email, or in person.
o Assist users with hardware and software issues, troubleshooting problems to resolution.
o Understands basic business processes supported by the systems.
o Document processes and procedures.
o Understanding of basic web design.
o Install, configure, update, and maintain computer systems, VoIP systems, and peripherals.
o Troubleshoot basic network connectivity issues.
o Understanding of Active Directory Forest.
o Install, configure, and maintain Windows 10/11 Professional OS.
o Working with RMM and PSA software to support client systems.
o Supports and maintains company printers and copy machines.
o Install, configure, and maintain Anti-Virus Software.
o Ensures continuity and quality by owning the resolution of basic issues across systems, tracking progress and escalation as appropriate until resolution reached.
· Troubleshoot and support Active Directory Forest.
· Remote configuration, maintenance, and management of client systems.
· Coordination of service via phone, email, ticketing, and project portals.
· Install and configure IP networks.
· Solid understanding of LAN/WAN protocols (TCP/IP, DNS, WINS/DHCP, remote access).
· Configuring, installing, and troubleshooting servers, firewalls, routers, switches.
· Conduct the design and implementation of systems, software, and networks for clients.
· Performs data backup and recovery services.
· Document client environments.
· Participate and support assigned projects in a test and production environment.
· Miscellaneous job-related duties as assigned.
· Assist with training plan or program for entry level technicians.
· Performs any other duties as assigned.
Minimum Qualifications:
· Excellent communication, organizational, and collaborative problem-solving skills.
· Excellent service attitude to support the technical needs of a user group with minimal technical knowledge.
· A Certification or similar certification is required.
· Troubleshoot desktop, and printer/scanner hardware.
· Understanding of MS Office 365 Suite.
Education and Experience:
· Bachelor’s degree in computer science related degree or 3-5 years of experience working in an IT helpdesk environment.
Physical/Mental/Visual demands and Work Environment:
· Must be able to lift desktops, laptops, monitors, printers, and other IT related equipment.
· This job is conducted in an office work environment, sitting most of the time, working on a computer.
· Must be able to exert up to 20 lbs. of force occasionally.
· Some travel may be required; must have a valid driver license and transportation to travel between sites offices.
Work Schedule:
· Typically, Monday through Friday, 8am to 5pm
· Occasionally require evening and weekends during peak season.
The statements on this document are not intended to be an all-inclusive list of duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job. The Firm hereby expressly reserves the right to modify any or all job descriptions as it becomes necessary or appropriate.
