IT Support Technician I

The IT Support Technician I role is to ensure proper IT operations so that end users can accomplish business tasks, this includes receiving, prioritizing, documenting, and actively resolving end user requests for assistance as well as installation, configuration, and oversight of the personal computer environment. Problem resolution and oversight regularly include the use of diagnostic and tracking tools such as ServiceNow and Bomgar. The technician may also be required to provide in-person, hands-on assistance at the deskside level.

Key Responsibilities: 

• Serve as the first point of contact providing technical assistance over the phone or email, while maintaining a professional, courteous, and flexible customer service attitude.
• Monitor the ServiceNow ticketing queue and answer incoming Help Desk calls.
• Escalate problems, as needed, to the level II technicians.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions are taken, through to final resolution.
• Researches to understand, explain, and resolve technology issues.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform fixes and maintenance at the desktop level; including installing and upgrading software, installing and upgrading of computer hardware and peripherals, ensuring backup, antivirus and updates are functioning and configuring systems and applications when required.
• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Perform post-resolution follow-ups to ensure that the costumer's needs are met.
• Develop knowledge base articles.
• Assist with inventory management.
• Ability to follow all company policies and procedures.

Job Specifications:

• Technical knowledge of software and PC hardware, including HP, Apple, Microsoft Windows, Microsoft Office, and Adobe products.
• Provide password resets for end users through Azure, Blueberry, or standard Active Directory.
• Able to read and understand technical manuals, procedural documentation.
• Ability to research PC issues and peripheral devices such as printers and desktop phones as required.
• Effective interpersonal skills and relationship-building skills.
• Strong written and oral communication skills.
• Ability to present information in user-friendly, courteous, language, and manner.
• Strong customer-service orientation.
• Analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• On-call availability.
• Sitting for extended periods.
• Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.
• And other assigned duties as assigned.
• Some travel may be required.

Requirements:

Education, Certifications and Experience:

• High School diploma
• 2+ year’s experience
• Experience working in a team-oriented, collaborative environment.

Preferred:

• College diploma or university degree in the computer science field
• Previous helpdesk or customer service experience.