Information Technology Support Technician

The IT Support Technician serves as the primary point of contact for end-users seeking technical assistance within the organization’s computing environment. This role is responsible for performing first-level diagnostic support, troubleshooting basic technical issues, and appropriately escalating incidents in accordance with established protocols, policies, and procedures.

Primary Duties

• Provide hands-on support for workstation hardware, desktop software, and related technology deployments.
• Assist Field Support Specialist I team members in resolving non-routine or complex software, hardware, and procedural issues.
• Participate in the after-hours critical incident response rotation, providing timely and effective support.
• Coordinate IT asset management activities, including inventory tracking, asset registration, and lifecycle documentation.
• Deliver front-line technical support, responding promptly to client-reported issues and service requests.
• Communicate emerging issues, trends, and impacts to peers and all levels of IT support to ensure awareness and effective resolution.
• Follow established demand management processes to receive, prioritize, document, and resolve client requests.
• Utilize diagnostic tools and Service Desk tracking systems to troubleshoot issues, including hands-on, onsite support when required.
• Conduct thorough interviews with clients to gather details about reported issues and guide them through diagnostic steps to identify root causes and potential solutions.
• Maintain accurate historical documentation of incidents and demonstrate appropriate judgment in escalating issues to higher support tiers when needed.
• Recommend improvements to procedures, systems, and support processes based on user feedback and operational insights.
• Provide end-user training on technology applications, tools, and products to support effective adoption and usage.
• Oversee all conference rooms to ensure readiness, including supply management, equipment functionality, and overall room condition.
• Order and maintain office and technology supplies and coordinate maintenance for equipment as necessary.

Qualifications

• Demonstrates advanced knowledge of hardware, software, networking technologies, technical devices, and related terminology.
• Exhibits strong interpersonal and communication skills, essential for effective collaboration and customer engagement.
• Possesses solid organizational abilities with a proven capacity to follow through on tasks and commitments.
• Shows excellent analytical and problem-solving skills with the ability to troubleshoot complex issues.
• Adapts effectively to changing requirements, shifting priorities, and evolving organizational needs.
• Prior customer service experience or related background is highly beneficial.