IT Technician III

The IT Technician (III) is an advanced-level IT-related support position. This role includes helping internal and client users with troubleshooting hardware, software, access, and functionality of services and solutions provided and supported by the organization.

Responsibilities -

• Serve as the escalation point for team members seeking technical assistance above their resources and knowledge base
• Provide hardware and software support for endpoint devices such as desktops, laptops, mobile devices, and thin clients and their environment
• Monitor, configure, and maintain server roles, Line-of-Business Applications, advanced processes, and environmental configuration and deployment
• Troubleshoot networking and connectivity problems for client devices, site-level issues, network hardware, firewall devices, and online resources
• Configure new systems and solutions according to standards, and provide basic documentation, implementation, and support for team members
• Install, configure, and maintain account and device configurations, providing best practices to settings, operating system environment, and software needs
• Troubleshoot an escalation, look for scope and impact of issue, and determine the best solution based to resolve for all affected users
• Document any process or workflow not currently in internal knowledgebase, and give feedback and adjust resources based on the accuracy and thoroughness of existing documentation
• Review the security of any resource or account addressed to conform to internal security expectations, and identify and remediate incidents when security standards are not properly followed, escalating to resources as necessary
• Guide the user or team member through any problem-solving process, explaining at a level of understanding of the contact, with communication of process and steps throughout
• Communicate and escalate unresolved issues to the appropriate resource of support personnel
• Provide accurate information on abilities and expectations of services and solutions provided
• Keep an accurate record of all communication, attempts, and changes made in relation to a service request
• Follow-up and update user with status and information relating to next steps and delays
• Review and pass on any feedback or suggestions by users to the appropriate internal resource
• Identify and suggest possible improvements on the environment, workflows, documentation, and processes

Requirements

• Previous experience in IT support or other customer support role, with a competent understanding of computer systems, mobile devices, and account management functionality and processes
• Ability to diagnose and resolve technical issues that may rely on log review and parallel functions, looking for patterns and identifying unique causes to issues
• Excellent communication skills at helping non-technical contacts feel comfortable and informed with service process
• Self-motivated with attention to detail, able to focus on multiple tasks and prioritize responses based on user need and severity
• Competent knowledge and ability to troubleshoot Windows environments for core functionality issues
• Competent understanding of networking concepts and configurations, such as DNS and DHCP, subnet/CIDR configuration, and how to adjust network configurations to impact device functionality
• Microsoft Active Directory, AzureAD, and standard Windows Desktop administration knowledge and experience
• Experience with Office 365 administration and support