Overview

The Jurgensen Companies Information Technology Division will provide you with consistent work diversity and will allow you to own the projects you are working on. The company provides the available resources needed to perform the job effectively.

How you will make an impact:

• Correspond and follow up on technical support incidents and requests submitted via incident management portal, phone, email, and walk-ups.
• Independently investigate and implement appropriate solutions to technical issues.
• Deliver IT support for a variety of business class hardware, software and IT solutions.
• Provide support for networking and a variety of Microsoft Software (Windows OS’s, Microsoft Office Suite).
• Recognize and identify reoccurring problems, creative problem solver who anticipates risks and opportunities and maintains a vision for continuous improvement.
• Perform basic user administration in a client server environment.
• Maintain IT procedures and documentation.
• Maintain equipment inventory.

Responsibilities

Primary Responsibilities of an Information Technology User Support Technician:

• Provide elevated technical support and one-on-one assistance to end users of the John R Jurgensen Company in a friendly, respectful, courteous, and professional manner.
• Perform software and hardware installation.
• Log all Help Desk interactions into an Incident Management system.
• Performs general maintenance tasks and resolves minor complex problems immediately, while more complex issues are identified and escalated as needed.
• Takes ownership of issues and act as a liaison in order to conduct root cause analysis to completely resolve all issues permanently and in a timely fashion.
• Anticipate potential issues and working to resolve them proactively before they become a problem.

Essential Functions of Information Technology User Support Technician:

• 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), hardware and software troubleshooting, and general service / support request entry via an Incident management system.
• Leads end users through diagnostic procedures to determine correct resolution or escalation path.
• Troubleshoots issues for network connectivity (including Windows OS’s 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.
• 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. 

Working Conditions for Information Technology User Support Technician:

• This position may travel; work extended hours or work on–call as needed in support of site installations, company events or IT deliverables.
• Must possess and exhibit a high degree of professionalism, maturity, and patience.

Qualifications

Qualifications for Information Technology User Support Technician:

• Bachelor’s degree in Informational Technology field highly preferred.
• Continuing education in the Information Technology field preferred.
• Two or more years help desk, service desk, technical support or equivalent educational experience required
• A certification preferred.
• Excellent customer service and communication skills required.

EOE/M/F/Disabled/Veteran/DFSP