IT Support Technician

Investigates and resolves software and hardware problems of computer users.
Essential Requirements for the job
Skills
• Acts in accordance with our Mission and Core Values and corporate policies
• Able to speak, read and understand the English language
• Able to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations
• Able to write reports, business correspondence, and procedure manuals
• Able to effectively present information and respond to questions from groups of managers, clients, customers, and the general public
• Self-motivated; able to work independently; organize and plan efficiently
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ration, and percent and to draw and interpret bar graphs
• Able to solve practical problems and deal with a variety of concrete variables in situations where only limited standardizations exist. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Microsoft operating systems and applications, including but not limited to Microsoft Windows and Microsoft Office. Apple iOs and OSX experience a plus. Communication software experience is a plus. Some DOS based syntax command experience is required.
• Regular, dependable work attendance and punctuality required; works scheduled hours
Education
• Minimum High School diploma or equivalent; or one to three months’ related experience and/or training; or equivalent combination of education and experience
• Some experience in computer repair and maintenance required
• Background in installation, support, and upgrade of personal computer systems
Physical
• Able to lift/move 50lbs
• Frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms and climb or balance
• Occasionally required to stoop, kneel, crouch, or crawl and smell
• Regularly required to talk and hear
• Vision requirements: close vision, peripheral vision, depth perception and ability to adjust focus
Travel
• Must have own transportation; may be required to use this for work in the field.

Disclaimer

The list of requirements, duties, and responsibilities is not exhaustive, but merely the most recent list for the current job. Management reserves the right to revise the job description and to require that other tasks be performed, including for example, when circumstances of the job change (e.g., emergencies, changes in personnel, workload or technical development).

Key Duties and Responsibilities

• Answers, evaluates, prioritizes telephone, voice mail, e-mail and in-person requests for assistance from computer users experiencing problems with hardware, software, networking and other computer-related technologies.
• Interviews users to collect information about problems and leads users through diagnostic procedures to determine the root cause of the problem
• Determines whether problem is caused by hardware such as modem, printer, cables or telephone
• Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff
• Logs and tracks calls using problem management database, maintains history records and related problem documentation
• Performs routine maintenance on computer systems
• Prepares standard statistical reports, such as help desk incident reports
• Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate
• Consults with other IT staff to explain software errors or to recommend changes to programs
• Calls software and hardware vendors to request service regarding defective products
• Evaluates software and hardware for recommendation to management
• Writes or revises user training manuals and procedures
• Develops training materials such as exercises and visual displays
• Trains users on software and hardware on-site or in classroom, or recommends outside contractors to provide training
• Installs personal computers, software, and peripheral equipment

Key Duties and Responsibilities

• Answers, evaluates, prioritizes telephone, voice mail, e-mail and in-person requests for assistance from computer users experiencing problems with hardware, software, networking and other computer-related technologies.
• Interviews users to collect information about problems and leads users through diagnostic procedures to determine the root cause of the problem
• Determines whether problem is caused by hardware such as modem, printer, cables or telephone
• Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff
• Logs and tracks calls using problem management database, maintains history records and related problem documentation
• Performs routine maintenance on computer systems
• Prepares standard statistical reports, such as help desk incident reports
• Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate
• Consults with other IT staff to explain software errors or to recommend changes to programs
• Calls software and hardware vendors to request service regarding defective products
• Evaluates software and hardware for recommendation to management
• Writes or revises user training manuals and procedures
• Develops training materials such as exercises and visual displays
• Trains users on software and hardware on-site or in classroom, or recommends outside contractors to provide training
• Installs personal computers, software, and peripheral equipment