What are the responsibilities and job description for the Information Technology Support Technician position at Noblesoft Technologies?
Job Title: IT Support Technician
Location: New Ulm, MN
Mode: Contract (6 Months)
Job Description:
This role requires a versatile set of technical and analytical skills. As an IT Support Technician, you will be cross-trained in various areas to provide optimal support and resolution for internal customers' desktop, telecom, and network infrastructure field support needs.
Key Responsibilities:
- Process new service requests from analysis to fulfillment.
- Collaborate with Value Added Resellers to define technical feasibility and compatibility of infrastructure hardware/software.
- Adhere to Information Technology and company asset management procedures.
- Participate in project meetings and communicate with regional team members.
Desktop Troubleshooting and Support:
- Install, move, maintain, and troubleshoot computer equipment, including Desktop PCs, laptops, tablets, printers, scanners, and monitors.
- Install and troubleshoot software.
- Perform basic hardware repairs as needed.
- Provide input for problem resolution and instruct customers on using computer equipment.
Telecom Troubleshooting and Support:
- Troubleshoot Avaya equipment hardware and software issues.
- Configure and support Avaya equipment software.
- Maintain equipment and wiring in telecom closets.
- Configure and support Vocera and wireless phone systems.
Network Troubleshooting and Support:
- Install preconfigured network gear, such as switches, firewalls, and terminal servers.
- Assist with on-site after-hour power outage coverage.
- Replace and/or install failed network equipment.
- Maintain cross connections and switch documentation in data closets.
Customer Service:
- Maintain ServiceNow (SN) ticket service level agreements (SLA).
- Document customer communications and work completed within SN tickets.
- Respond to ticket updates and escalation requests within 4 hours.
Documentation and Project Management:
- Create documentation pertaining to service requests and technical issues.
- Test and evaluate proposed changes by performing baseline tests for quality.
- Ensure processes are implemented in a consistent manner.
