IT Support Technician I Job Description 

General Statement Of Duties:

The IT Support Technician I is an entry level position that supports all computer related functions for RT internal and external. RT Lead tech 

Distinguishing Factors:

This position places emphasis on learning Information Technology Systems (ITS) standards and operational procedures as they apply to RT internal and clients.

The IT Support Technician I addresses customer hardware and software needs, service requests, monitors site performance, and communicates regularly with users and peer groups on the status of any outstanding issues. This position reports directly to the RT Technical Team Lead. 

Essential Functions Of the Position:

• Understands and implements RT operating procedures to ensure that problem solutions match user needs in an appropriate manner per stated RT SLA’s (Service Level Agreements).
• Manages and maintains local computing infrastructure and devices for RT clients.
• Work closely with POC (Point of contact), Owners, users, outside agencies and vendors, as well as other employees, to prioritize daily tasks and projects while providing responsive and timely end-user customer support.
• Educates end users and local administration using skills that are appropriate and professional. 
• Responsible for all aspects of problem diagnosis, communication and break/fix solutions in accordance with RT policies and procedures,
• Ability to provide or locate alternate work methods and/or solutions as necessary. 
• Performs installation, configuration, maintain and troubleshooting of standard user desktop/laptop computing hardware, software, printers and peripheral devices in accordance with RT procedures.
• Coordinates and/or migrates customer data and information from decommissioned devices to new equipment. 

• Works with IT Procurement Specialist and assists in coordinating equipment shipments and receivables and processes surplus equipment in accordance with RT procedures. 
• Maintains department IT inventory system by keeping up-to-date and accurate records of serialized asset information. 
• Works closely with Technical Support Supervisor and local administration with office moves, adds, and changes as required. 
• Maintains and updates user account information and group permissions. 
• Corresponds with users and staff concerning issue status, resolution, and task completion Escalates issues are to other members of the technical services team as appropriate.
• Ensures RMM monitor systems are functioning properly; including maintenance upgrades and replacements as needed. Installs, configures, and maintains LOB (Line of business) internal and external, software and data archives. 
• Monitors and supports overall server data backup process, monitors and maintains backup policy's per SOP’s (Service Level) , and responds to data restore requests. Supports Datto and data storage through procedures RT or client retention policies. 
• Troubleshoots basic LAN/WAN connectivity for all networked devices; coordinates troubleshooting efforts with appropriate RT staff and informs local administration with resolution status. 
• Assists with telephone support; both analog and IP telephony equipment. 
• Collaborates with vendor software engineers and business analysts to test, troubleshoot and validate new software programs and applications. 
• Assists with security needs and data recovery to include virus/spam removal with end users; uses decryption codes and necessary files to support hard drive troubleshooting and data recovery as necessary. 
• Reports observed security issues/breaches to supervisors within RT and local administration as necessary. 
• Works with vendors to determine warranty or repair status. 
• Monitors service desk incidents and service requests. Verifies issues are handled in a timely manner. 
• Attends meetings as required. 
• Other duties as assigned 

Supervisor Responsibilities:

No formal supervisory responsibility. Responsible for one's own work product and work within a unit performing similar functions.

Rarely provides lead function, advice, or explains work instructions to other employees or volunteers. 

Minimum Education:

Graduation from an accredited college or university with a bachelor’s degree in computer science or related field and one year of computer/IT technical support experience. Or Three years of professional computer/IT technical support experience. A , Network , Server . Security , Cloud , Server certification is preferred 

Physical Demands and Work Environment:

Physical demands including extended periods of sitting or standing at a desk, frequent use of keyboards and computer equipment, and occasionally lifting heavy objects. Good manual dexterity and eye health are crucial due to the precise nature of the work and long hours spent in front of screens. Ergonomic workstations that include adjustable desks and chairs, as well as regular breaks, are important to prevent strain and injury. 

The typical work environment for IT Support Technicians can range from office settings, which are generally ergonomic and temperature-controlled, to remote setups that require reliable internet access. Some roles involve travel for on-site support, necessitating flexibility. Shift work may be required to provide around-the-clock support, adding a layer of stress management to the role. Ensuring a supportive and adaptable environment is key to maintaining effective and satisfied IT support staff.