IT Support Technician

Position Summary

This position is responsible for providing technical assistance and support via phone calls, e-mails and onsite from customers related to computer systems. An IST responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions. If there are any issues or changes required, such as forgotten passwords, viruses or email issues, the help desk will be the first-person employees will come to. Customer satisfaction, quick response and resolution time per ticket is a primary objective of the help desk.

Acceptable Performance

To accomplish this job successfully, an individual must be able to perform the assigned duties according to the acceptable standards established for the job role. The RSA must be able to complete each essential job function satisfactorily.

Role and Responsibilities

• 
  Develop and maintain knowledge of client networks
  • 
    Updating configuration records in ConnectWise PSA and IT Glue
  • 
    Basic understanding of Line of Business (LOB) applications and associated vendors

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
  • Respond to queries either in person or over the phone
  • Ask questions to determine nature of problem
  • Install, modify and repair computer hardware and software.
  • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
  • Run diagnostic programs to resolve problems
  • Install computer peripherals for users
  • Train computer users

• 
  Implement the T23IT "Company Way"
  • Implement best practices 
  • Work with vCIO / Alignment Services to evaluate and recommend new software, hardware, or upgrades
• Ensures client satisfaction
  • Ask about any other outstanding problems
  • Follow up with customers to ensure issue has been resolved. 
• Perform any other tasks assigned.

Qualifications and Education Requirements

• Communication, Oral - Speaks clearly and persuasively; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
• Communication, Written - Ability to communicate in writing clearly and concisely; edits work for spelling and grammar; varies style to meet needs; presents numerical data effectively.
• Problem Solving - Identifies problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group solving situations.
• Business Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
• Team Builder - Balances team and individual responsibilities; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group problem solving situations.
• Analytical Skills - Ability to use thinking and reasoning to solve a problem.

Skills & Abilities

Computer Skills:  Extensive proficiency with information technology regarding both hardware and software. In-depth knowledge of Microsoft server and desktop operating systems, specifically Server 2016 and Windows 10, Microsoft 365, Networking, Security.  

Salary : $25