IT Support Technician

Job Summary:

The IT Support Technician is responsible for providing technical support, troubleshooting, account management, and other general IT tasks within a Help Desk environment. This role involves managing incoming phone calls and emails, diagnosing and resolving technical issues based on severity and business impact. The Technician is responsible for documenting customer claims, opening cases, and either resolving or escalating issues as needed. The technician will assist users with troubleshooting, explain complex technical problems in simple terms, and maintain a professional, patient demeanor.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions:

• Customer Interaction & Ticket Management
• Hardware & Software Support
• Account Management

Core Functions:

• Customer Interaction & Ticket Management
• Create and maintain tickets for all customer interactions, ensuring each is closed appropriately.
• Provide technical support and troubleshooting for Windows workstations, mobile devices, and client applications.
• Communicate effectively with users to understand issues and guide them through troubleshooting steps.

• Hardware & Software Support
• Install, set up, and maintain hardware and peripheral components such as computers, monitors, keyboards, phones, and printers.
• Support the Microsoft 365 application stack (Email, OneDrive, Teams, etc.) for end users.
• Support company-issued hardware, both locally and remotely.
• Perform general troubleshooting of hardware and software issues

• Account Management
• Manage user accounts in Active Directory and other connected systems.
• Ensure accuracy in user account details and perform account true-ups as needed.

• Other Administrative Duties
• Handle departmental administrative tasks, including updating user account details, pulling reports from various systems, and maintaining records.
• Collaborate with external vendor support teams (e.g., ISP, Microsoft, application developers) to troubleshoot and resolve end-user incidents.
• Other duties as required.

Education and Experience:

• Minimum of 1 year of experience in a Help Desk or IT support environment.
• Basic understanding of computer hardware and software, including Windows OS, Android OS, and iOS.
• Basic understanding of Windows networking.
• CompTIA or equivalent certifications preferred, but not required.

Required Skills/Abilities:

• Strong communication skills and the ability to articulate technical information to non-technical audiences.
• Ability to handle incoming phone calls and maintain a professional and courteous demeanor with users.
• Strong organizational and record-keeping abilities.
• Willingness and ability to learn new hardware and software technologies.
• Ability to problem-solve and troubleshoot a variety of technical issues.

Physical Requirements:

• Must be able to use hands to finger, handle, or feel objects, tools, or controls and reach with hands and arms.
• Ability to remain in a stationary position for at least 50% of the time.
• Must be able to move up to 30 pounds occasionally.
• Specific vision abilities required: close vision and the ability to see objects or read written information from a distance of 10-20 feet.

Tools and Equipment:

• Computer and software tools required for IT support tasks.

Work Environment:

• Duties are typically performed in an indoor, office environment.
• Noise levels – typically low to moderate.

Education and Experience:

• Minimum of 1 year of experience in a Help Desk or IT support environment.
• Basic understanding of computer hardware and software, including Windows OS, Android OS, and iOS.
• Basic understanding of Windows networking.
• CompTIA or equivalent certifications preferred, but not required.

Required Skills/Abilities:

• Strong communication skills and the ability to articulate technical information to non-technical audiences.
• Ability to handle incoming phone calls and maintain a professional and courteous demeanor with users.
• Strong organizational and record-keeping abilities.
• Willingness and ability to learn new hardware and software technologies.
• Ability to problem-solve and troubleshoot a variety of technical issues.

Physical Requirements:

• Must be able to use hands to finger, handle, or feel objects, tools, or controls and reach with hands and arms.
• Ability to remain in a stationary position for at least 50% of the time.
• Must be able to move up to 30 pounds occasionally.
• Specific vision abilities required: close vision and the ability to see objects or read written information from a distance of 10-20 feet.

Tools and Equipment:

• Computer and software tools required for IT support tasks.

Work Environment:

• Duties are typically performed in an indoor, office environment.
• Noise levels – typically low to moderate.