General Summary:

The IT Support Technician is a member of the internal IT team at Golden West which consists of support technicians and system administrators and is responsible for developing, deploying, securing and maintaining the IT infrastructure for 300 personnel across South Dakota. This infrastructure includes Windows and Linux Servers, VMware and Hyper-V virtualization clusters, wired and wireless networking and cloud applications.

The IT Support Technician’s primary focus is supporting end users with their PCs, applications and peripherals. They manage users and permissions via Windows Active Directory and user email via Office 365. The support technician team images, maintains, troubleshoots and repairs desktop and laptop computers. They deploy, update and support software packages including line of business, office and security applications. They respond to system alerts and document solutions. The support technician team works closely with the system administrators in order to maintain a highly available and secure corporate computing platform. This position does require some travel to other Golden West offices throughout the state.

Essential Job Functions:

• Provide excellent customer service and technical support to Golden West employees in all departments on all their desktops, laptops and peripherals.
• Support and maintain software used in Golden West operations including Office and line of business applications.
• Project implementation, such as imaging and deploying desktops/laptops, new access point installation and software patching.
• Monitor and manage department tools including alerting software, anti-virus console and SCCM.
• Train staff in the use of new software or hardware, to include creating basic training documentation.
• Create and manage changes to user accounts within Active Directory and Office365.
• Monitor and respond to system alerts.
• Work closely with other IT Support Technicians and Systems Administrators in order to maintain the IT infrastructure.
• Assist in supporting the Golden West print infrastructure.
• Some day and occasional overnight travel is required.
• After hours and weekends on-call support on a rotational basis.

Other Responsibilities:

• Performs all other related duties as assigned by Management.

Knowledge, Skills & Abilities:

• Strong knowledge of Windows desktop operating systems.
• Knowledge of Windows server operating systems.
• Knowledge of Microsoft applications including Microsoft Office, Active Directory, and SCCM.
• Knowledge of troubleshooting hardware and software applications.
• Knowledge of basic networking including wired and wireless technologies.
• Knowledge of virus and spyware removal techniques.
• Ability to identify computer issues in a timely manner.
• Ability to setup, image, operate, and maintain PC systems.
• Ability to prioritize workload effectively.
• Ability to communicate technical problems to end users so they understand.
• Ability to learn new software and best practices.
• Ability to be a team player.
• Ability to deal with frequent changes, delays, or unexpected events.
• Ability to undertake self-development activities.
• Possess excellent customer service skills.
• Ability to communicate verbally and in written formats with co-workers and business associates in a professional and courteous manner.

Education and/or Experience:

Degree in Information Technology, Computer Science, Computer Engineering and/or one year of experience in the IT field. Must have direct experience with Microsoft computer operating systems and associated software.

Certifications, Licenses, Registrations:

CompTIA A or equivalent education/certification highly preferred.

Microsoft certification preferred.

Must have, or be able to obtain, and maintain a valid South Dakota driver’s license, have an excellent driving record and be insurable under the Company’s insurance policy.

Physical Requirements:

Working Conditions:

Good working conditions with the absence of disagreeable conditions. Climate controlled building with adequate lighting and space. The noise level in the work environment is usually moderate.

Note:

To perform this job successfully, an individual must be able to perform the essential duties satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. 

Disclaimer:

The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.