IT Technician

POSITION FUNCTION/OVERVIEW:

This position is responsible for ensuring each department achieves key metrics, repairing computers and performing technical and system diagnostics; supports and maintains in-house computer systems, desktops and peripherals; troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance where required.

PRIMARY DUTIES/RESPONSIBILITIES:

• Monitor and respond quickly and effectively to requests received through the IT helpdesk

• Respond to staff queries by phone and email

• Create step-by-step training material with screenshots for staff

• Provide technical assistance and support for incoming concerns and issues related to systems, software and hardware

• Document internal procedures

• Maintain daily performance of computer systems

• Ask educated questions and listen to customers to determine root cause of issues

• Work through the problem-solving process with staff, empowering them to do the same in the future

• Run diagnostic problems to resolve problems

• Clean up computers

• Train incoming staff

• Report significant and recurring issues to the tier-2 support team

• Resolve technical problems with Local Area Networks (LA), Wide Area Networks (WAN), and other systems

• Collect feedback to determine patterns and issues such that they can be resolved or FAQs can be provided to staff to ease in troubleshooting Help Desk Requirements and Qualifications

• CompTIA A+ and Network+ Certifications

• Proven experience as a Help Desk Technician or other customer service role

• Ability to diagnose and resolve basic computer/technical issues

• Excellent communication skills and keen attention to detail, memory of patterns, and interest in problem-solving

QUALIFICATIONS REQUIRED:

• Education/Experience: IT Help Desk/ Support – 1 Year (Preferred)

• Organizational and time-management skills.

• Understanding of diverse computer systems and networks.

• Knowledge of internet security and data privacy principles.

SKILLS:

• Strong communication skills, both written and verbal.

• Ability to work independently, as well as part of a team.

• Manage multiple tasks and set priorities.

• Ability to handle highly sensitive and confidential information.

• Strong attention to detail.

• Ability to understand and follow safety procedures.

• Ability to work in a fast-paced, high-energy environment.

• Maintain healthy boundaries.