What are the responsibilities and job description for the Assistant Technology Director position at Technology?
General Summary:
The Technology Department performs analytical, technical, and administrative work in the planning and installation of new and existing personal devices and workstations; diagnoses and resolves problems in response to customer-reported incidents; confers with end users to determine types of hardware and software required; installs new hardware and software and maintains existing components; performs general maintenance tasks; troubleshoots and resolves issues with user devices and peripheral equipment located throughout the organization.
Essential Job Functions:
- Troubleshoot & resolve issues by analyzing, identifying, and diagnosing symptoms
- Perform root cause analysis using established processes
- Provide technical assistance with computer hardware and software to staff
- Resolve issues for customers via phone, in-person, and/or remote support
- Utilize a sophisticated ticket management system to enter and track incidents, document detailed and accurate troubleshooting steps and instructions, and communicate with the staff
- Recommend procedures and controls for problem-solving and issue prevention
- Provide technical advice, guidance, and training to staff using hardware and software programs
- Develop documentation and checklists as necessary
- Maintain continual communication with customers throughout the support experience
- Maintain an accurate schedule at all times
Knowledge, Skills, and Abilities:
- Excellent verbal and written communication skills required
- Proficiency in using Customer Relations Management Systems and Content Management Systems
- Proficiency with Microsoft Office Suite, and various web technologies
- Ability to work independently
- Ability to excel in a team-oriented, collaborative, and fast-paced environment
- Strong troubleshooting and critical thinking skills
- Ability to work with a significant diversity of individuals and/or groups
- Ability to apply problem-solving techniques to analyze issues, create plans of action, and reach solutions
- Excellent time management and organizational skills
- Naturally curious and excited to advance in innovative technologies
- Service-oriented approach with strong client-focused skills, able to process and explain technical information on various levels
- Any additional tasks required by management
