What are the responsibilities and job description for the IT Technician I position at TicketNetwork, Inc.?
The Help Desk Technician I position provides internal systems support for the entire organization. The Technician will support internal customers at multiple sites, assisting them with hardware and software problems via phone, email or using remote desktop capabilities.
Primary Responsibilities include but are not limited to:
Core Responsibilities:
? Consistently takes ownership of and promptly responds to incidents and service requests reported to the Helpdesk.
? Responds to inquiries from users and helps them resolve hardware or software problems.
? Responsible for issue logging, tracking, analysis, reporting and management.
? Maintains accurate records and provides reporting on incidents owned, regarding progress of repairs, down time, and any other pertinent updates.
? Accurately documents policies & procedures, end-user documentation, installation instructions, network and system design documents, system & script documentation, and test plans.
? Assists in maintaining and administering software and hardware inventories and licensing.
? Installs, upgrades and configures network printing, directory structures, rights, security and software.
? Efficiently sets up, configures, and confirms functionality of user accounts, workstations and other related hardware and software for new employees and consultants.
? Maintain virus protection on all devices.
? Support users in the use of computer equipment by providing necessary training and advice.
? Ensure that customer expectations are met or exceeded.
? Excellent interpersonal and communication skills with the ability to interact effectively with others, including various levels of management.
Position Specific Responsibilities:
- Responsible for escalating non-standard incidents to a level 2 technician when a reasonable amount of time and effort has been made but resolution has not become clear.
- Responsible for paying attention to, being respectful of and putting in an appropriate level of effort in learning from guidance received from any level 2 technician and above.
- Participates in the off hours on-call Helpdesk support rotation.
- This may require on-site visits during off hours and weekend days.
