IT Support Technician

SUMMARY

This position is responsible for L1 support for end-users with software and hardware-related issues or requests for all Americas facilities. Takes ownership of customer care while enforcing all local/global processes, procedures, and policies with End-Users. Troubleshoots and resolves network, end-user, meeting spaces, system issues, and logging resolution. Follows standard procedures for escalating unresolved issues to the appropriate level of support.The goal is to resolve issues/requests fastest and most effectively. Works to ensure specification compliance along with documentation and routine maintenance. Also responsible for organizing and maintaining unique computer-related equipment. (Refer to IT Support Levels doc)

ESSENTIAL FUNCTIONS Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Supports Network/Application Administration by escalating calls as identified
• Provides technical software, hardware, and network problem resolution to computer users by performing question/problem diagnosis and guiding users through step-by-step solutions.
• Diagnoses system hardware, software, and operator-related issues.
• Reviews all incoming IT Help Desk tickets for proper support information and assists in maintaining the database that tracks issues and requests.
• Tracks and verifies internal IT procedures are updated and accurate.
• Clearly communicates technical solutions to internal and external customers in a user-friendly and professional manner. Provides one-on-one end-user training as needed.
• Installs hardware and peripheral components such as monitors, keyboards, printers, and disk drives on the user's premises.
• Configures and tests newly acquired computing equipment to ensure it meets company standards, user specifications, and department quality standards.
• Recommends or corrects problems based on knowledge of system operation.
• Managing service equipment such as printers, training room systems, and other corporate equipment under the control of the IT department.
• Create knowledge base articles and training materials for employee communication.
• Comply with Company/Global policies and procedures.

COMPETENCIES

1. Analytical Thinking
2. Communication Proficiency.
3. Problem Solving.

1. Technical Capacity.
2. Multitasking.

PREFERRED EDUCATION and/or EXPERIENCE

• BA/BS in Computer Science, Information Systems, or related field required, and 2-4 years related experience, or equivalent combination of education and experience.
• A+Certification is preferred.
• Microsoft Windows-based networking experience is preferred.
• Previous experience in a multiple-location corporate environment preferred

ADDITIONAL ELIGIBILITY QUALIFICATIONS

• Work independently and demonstrate good time management skills, and communicate effectively

• Knowledge of commonly used Help Desk concepts, practices, and procedures.
• Excellent communication (oral and written), interpersonal, customer service, and presentation skills.
• Respond proactively to training, technical support, and customer service needs in line with provided guidelines.
• Ability to manage multiple concurrent projects and priorities.
• Must be able to work in a varied, fast-paced multi-location environment with competing demands
• Strong attention to detail.

COMMON APPLICATIONS

• ServiceNow Helpdesk Management System
• General ERP/CRM Systems end-user support
• Microsoft Active Directory end-user update
• Matrix42 software deployment tool
• Microsoft 365 Suite of products
• Microsoft Windows 10/11 and 2019 Server
• zScaler Internet Access
• Sophos Cybersecurity and Data Protection
• Mobile Device Management systems
• Minor experience with Mac OS

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.

#ZR

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.