What are the responsibilities and job description for the IT Service Technician I position at Tech Team Solutions, LLC?
The IT Technical Support – Provides desktop and remote user support for clients both on-site and remote. Detailed communication with management is required. This role works in a team environment supporting multiple applications, development, and production systems operations.
DIMENSIONS
Reports To: IT Service Technician Lead
Other Team Members: Other IT Service Technicians, and Network Server Technicians
IT Service Technician I
RESPONSIBILITIES
Human Relations
· Polite and professional communication in person or remote providing technical support with excellence and maintain professional demeanor.
· Work under stressful conditions with deadlines.
· Foster collaboration with clients and peers, overcoming "we-they" dynamics and leading peers to prioritize customer and company interests.
· Operate effectively both independently and as a team member, demonstrating efficiency in dynamic, unsupervised environments.
· Maintain utmost confidentiality with employee, client, and user information. Create and manage user accounts and access in accordance with established policies.
· Maintain heightened awareness of the importance of continual and punctual follow-up.
· Demonstrate proficiency in time management and meeting deadlines.
· Adaptability to changing demands.
· Travel as necessary for client support or training.
Compensation
· Hourly wage, overtime wages after 40 hours worked weekly.
· Mon – Fri 8 AM – 5 PM shift with occasional evenings and weekends as required.
· Full-time employee benefits package
· Travel mileage reimbursed when applicable
Knowledge and Expertise
· Possess strong analytical and troubleshooting skills. Demonstrate effective problem-solving capabilities.
· Demonstrate initiative and attention to detail.
· Proficient in relevant software applications (Word, Excel, Outlook) and adept at learning the fundamentals of all organization-used software products.
· Demonstrate strong organizational skills and multitasking ability. Exhibit precise reporting skills and meticulous attention to detail.
· Maintain accurate records of pending and completed jobs through the ticketing system.
· Strong experience in customer services management.
· Display a willingness and ability to acquire new skills.
· Familiarize oneself with the organization's identity, products, offerings, and pricing.
Physical Requirements
· Lift a maximum of 50lbs.
· Ability to stand or sit at a desk for extended periods.
POSITION SPECIFICATIONS
User Support
· Provide initial point of contact for users experiencing IT issues.
· Assist with basic troubleshooting and problem-solving.
· Handle routine inquiries and escalate more complex issues.
· Password resets, software navigation, email configuration, among other tasks.
Ticket Management
· Log and prioritize support tickets.
· Ensure timely resolution of simple technical issues.
· Provide status updates to users on open tickets.
· Escalate issues to Level 2 or higher as needed.
Hardware and Software Installation
· Install and configure hardware (computers, printers, etc.).
· Install and configure basic software applications.
Perform routine maintenance tasks
Documentation
· Maintain documentation of common issues and resolutions.
· Update knowledge base for topics.
· Generate procedures manuals when required.
· Good documentation on tickets.
Communication
· Communicate technical information to non-technical users.
· Provide status updates on ongoing issues.
Education
· Minimum 1 year IT experience,
· CompTIA A
· Microsoft Certified: Modern Desktop Administrator
Associate
Position Specifications
· Includes levels 1, 2, and 3 position specifications.
· Tasks as Assigned