Description

We are looking for technically skilled candidates with good problem-solving ability for the position of IT technician. The duties of an IT technician include being a reference point for all IT-related queries at the user level, responding to user needs in a timely manner, and ensuring the optimal running of all systems, among other technical duties.

IT technicians are expected to display good interpersonal skills as they will interact with colleagues from various departments and executive levels. They are required to listen to their technical needs, understand their problems, and implement solutions to them.

Job Responsibilities:

• Manage Help Desk Tickets efficiently.
• Document customer interactions and follow up with customers to ensure issues are resolved.
• Respond to users via phone, email, chat, and in-person.
• Analyze, install, configure, and troubleshoot hardware and software systems on-site and remotely.
• Provide support and training to users as the first point of contact.
• Display effective interpersonal skills while dealing with colleagues and vendors alike.
• Mitigate risks by ensuring users are following protocols for network security.
• Strict adherence to Onboarding and Offboarding procedures and policies.
• Manage technical documentation.
• Auditing Various Systems used by end users Quarterly.

Supervisory Responsibilities:

This position does not have supervisory responsibilities. 

Work Environment

This job operates in a professional office, retail, and warehouse environment. Computers, phones, photocopiers, and other various electronic devices are used daily.

Requirements

Physical Demands:

The employee is required to sit, climb, balance, stoop, kneel, and sometimes crawl. The employee may frequently lift up to10 lbs. and occasionally up to 25 lbs.

Qualifications needed to perform this position:

• Bachelors degree in computer science or a related field is preferred or 2 years with computer networks and system maintenance.
• Proficiency in Active Directory, PowerShell, Microsoft Office, ERP’S, and Windows Server.
• Microsoft 365 Knowledge (Excel, Outlook, Word, etc.) 
• Excellent written and verbal communication skills.
• Detail-oriented, keeping detailed notes on tickets.
• Ability to diagnose and resolve daily technical issues.
• Flexibility to work a variety of shifts with minimal notice and to adjust to the needs of the business.
• Troubleshooting skills using remote tools (Ninja RMM, ConnectWise).
• Proficient in the use of Windows and Macintosh operating systems.

Travel:

This position requires travel to various Gardner-White locations.

Position Type/Expected Hours of Work:

This is a full-time position, Monday through Friday, 9:00 am to 5:00 pm. On-call rotation throughout the morning, evening, and weekends.