Job Summary

The IT Support Tech supports the IT Department in it’s mission to deliver technology related support and services to the business. They will be the first line of support by resolving or triage help desk issues that come in through the ticketing system or call-in line. The position will provide technical support, setup, configuration, and troubleshooting as it relates to: computers, printers, software, and network connectivity. This position will require good technical knowledge and the ability to communicate effectively to both understand the problem and explain solutions.

Essential Functions

Job Responsibilities

• Operate as first point of contact for customers needing technical assistance.
• Perform troubleshooting through diagnostic techniques and pertinent questions.
• Determine best solutions and root cause analysis for problems or issues.
• Provide technical support for: PCs, phones, printers, and mobile devices.
• User provisioning for both onboarding, offboarding, or modifications to existing associates
• Setup, relocation, and deployment of computers for new and existing workstations.
• Decommissioning of endpoints reaching end-of-life.
• Coordinate with various vendors to resolve software or hardware related issues.
• Installation of software either via push-deployment or manual installation when necessary.
• Assign licensing of various software (M365/Adobe)
• Documentation upkeep of IT asset tracking system.
• Documentation contributor to IT Knowledgebase.
• Assist with managing end-user training to promote IT security awareness.
• Review email submissions from associates for phishing/legitimate messages.
• Assist in special projects as necessary
• Ensure and follow safety requirements and standards.
• Maintain a safe, neat and orderly work environment.
• Perform all duties in a manner that follows, demonstrates, and promotes Company’s values.
• Report to work as scheduled, on time, and able to work entire work schedule.
• Perform additional duties as assigned.

Knowledge, Skills, and Ability

• Ability to relay technical information to non-technical users.
• Good technical skills using computer applications (Microsoft Suite, enterprise software).
• Customer service skills; comfortable working with business users and technical teams.
• Good time management and prioritization skills.
• Ability to meet deadlines and contribute to estimating timelines.
• Analytical and problem-solving skills.
• Detail oriented with a passion for and ability to continuously learn.
• Possess excellent oral and written communication skills.
• Ability to exercise patience and understanding.
• Possess a proactive attitude.
• Basic math proficiency.
• Able to work effectively both independently and within a team environment.
• Ability to be highly adaptable and responsive to changing business needs.
• Ability to work onsite daily.
• Possess a continuous improvement mindset.
• Ability to observe and identify details.
• Ability to work extended hours as scheduled, including weekends and an on-call rotation.

Physical Demands

• Frequent sitting, wrist manipulation, walking, and standing.
• Frequent sedentary work with lifting up to 10 pounds.
• Occasional medium work with lifting up to 50 pounds.
• Manual dexterity to type and operate office equipment frequently.
• Must be able to complete all physical requirements to perform essential functions.

Qualifications

Education/Experience

• Required:
  • Associate or bachelor’s degree in computer science or 1 years of experience in an IT field.
• Preferred:
  • Experience with: Windows, M365 Suite, and Identity Management (Active Directory).

Working Environment

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the associate for this position. Duties, activities, and responsibilities may change, or new ones may be assigned at any time with or without notice. Associate must be able to satisfactorily perform the essential functions of the position with or without reasonable accommodations.