IT Support Technician

We will also consider a part-time college student, in a computer related degree program, that would then join us full-time after graduation.The IT Support Technician provides triage and first level (potentially some second level) contact/support for IT end users via telephone, email, or in person settings for technology issues, service requests and business software solutions. Help Desk Technicians lead end users through diagnostic procedures to determine the source of errors to resolve or properly prioritize the request; logs issues (computer, printer, scanner, email, network, etc.) in work order tracking system; performs routine to moderately complex troubleshooting for hardware/software systems. Essential Functions:

Central point of contact for all IT service requests directed to the IT Help Desk and provides solutions in a timely and efficient manner. Evaluates, prioritizes and resolves service requests or technology issues. Triages if unable to resolve requests at first contact and escalates specialized support requests to other IT team members as appropriate.

Provides technical support to computer customers needing assistance with account administration (password resets and account unlocks), distribution of software, hardware and software troubleshooting, remote access and VPN support, and service / support request entry via an Incident tracking system. Leads end users through diagnostic procedures to determine source of errors.

Troubleshoots issues for network connectivity (including Windows XP, Windows 7, Windows 10 and remote support software), office software (including MS Office and Adobe products), and wireless technology equipment (cell phones, smart phones, laptops, IPads, etc.).

Instructs end-users on use of technologies within the designated spectrum of support.

Grants user access rights to networked sites and peripherals.

Performs general maintenance tasks, troubleshoots, and repairs computer systems and peripheral equipment. Performs basic computer hardware and software installations. Orders on-hand toners, cables and other supplies as appropriate.

Logs all help desk interactions. Ensures all open incidents are current and updated, and that all parties are aware of the incident status. Maintains the highest level of customer satisfaction by resolving all tangible problems and concerns. Follows-up with internal customers once incidents are resolved to ensure resolution and positive impact on customer satisfaction.

Assists in developing and maintaining a problem resolution knowledge base. Explains information system policies as required. Ensures that company IT assets are maintained responsibly. Participates and leads IT project-related tasks.

This position may travel; work extended hours or work on?call as needed in support of site installations, company events or IT deliverables.

Position Requirements:

High school diploma or equivalent required. Associates degree in Information Technology or related field, or equivalent combination of education and experience preferred. Bachelor?s degree in Computer Science or Computer Engineering field highly preferred.

1 - 2 more years help desk, service desk, technical support or equivalent educational experience required. Experience with Service Desk ticketing systems preferred.

Excellent customer service and communication skills required.

We are an Equal Opportunity Employer. We will consider applicants for this position without regard to any category protected by applicable federal, state or local law, including but not limited to: race, color, religion, sex, national origin, age, physical or mental disability, genetic information, veteran status or uniformed service member status.This company is an at-will employer as allowed by applicable state law. If hired, I understand this means that either the company or I may terminate the employment relationship at any time, for any reason, with or without notice or cause. Further, no employee or representative of the company is authorized to enter into an agreement, express or implied, with me or any other applicant for employment for a specified period of time unless such an agreement is in a written contract signed by the President of the company.Please note, the company does not accept unsolicited resumes from individual recruiters or third party recruiting agencies without pre-approval. Pre-approval by Human Resources is required before any external candidate can be submitted for consideration. The company is not responsible for fees related to unsolicited resumes and for candidates who are sent directly to our hiring managers, employees or company representatives.