IT Support Technician

Position Title: IT Support Technician

Department: Information Technology

Reports to: IT Manager

Wage Range: $33.00 to $39.00

Principal Accountabilities:

• Responsible for providing timely, effective user support that resolves the root causes of problems with primary focus on Production uptime.
• Provides support for systems and functions not supported by Managed Service Provider: phones, printers, thin clients, computers tied to manufacturing equipment.
• Collect information from users about problem and lead user through diagnostic procedures to determine source of problem. Escalate to MSP or Network Administrator when required.
• Provide Windows desktop support in-person and using remote control access for all company locations.
• Assist in the maintenance and administration of user workstations, laptops, printers, network equipment and wireless devices.
• Support Microsoft Office and any LOB applications.
• iPhone and other PDA setup and troubleshooting.
• Document work done in Help Desk tickets from initial request through resolution.
• Coordinate user problem resolution with other IT department staff as necessary.
• Develop and maintain system documentation regarding physical topology, equipment, environment and/or software.
• Moving desktop computing hardware, may require lifting of 50lbs or greater.
• Create articles and procedures to answer Frequently Asked Questions and to document technical solutions.
• Other duties as assigned and work as a team with other departments within the companies.
• Maintain a lean and organized work environment.
• After-hours work required, on occasion be available on-call.

Minimum Qualifications:

5 years' experience in desktop support, network administration.

Organization of work for efficiency

Excellent customer service

Ability to identify problems and formulate solutions

Work well as a single resource, as well as part of a team

Preferred Qualifications:

AA or AS degree in Information Technology or Computer Science

Certification in Network Administration

Certification in Microsoft application support

CompTIA A , Network or Security

FortiGate NSE4

Familiar with compliance programs; PCI, SOX, NIST