Career Movement
The IT Support Technician is responsible for the excellent delivery of day-to-day IT services for users to ensure current and future IT Infrastructure and Support services meet business needs. The IT Support Technician ensures IT services are delivered effectively through excellent delivery of front-line services, proactive customer engagement and effective communication.
What you'll do
The successful candidate will be responsible for supporting the existing IT Team in one or more of the following activities:
Assists with installation of hardware, peripherals, monitors, keyboards, printers, and disk drives. Installs software packages, operating systems, word processing, spreadsheet programs or agents Instructs users in proper use of software, hardware and manuals. Answers user inquiry and helpdesk tickets concerning systems operation. Troubleshoots system hardware, software and operator reported issues. Coordinates handling and resolution of problem tickets and their closure or otherwise. Tests, maintains and monitors computer desktop and laptop hardware Available to answers user questions concerning their system problems Performs daily backup (checks nightly runs) and manages tape archival system. Provide desktop and laptop support for a variety of applications commonly used in IT Supports both our manufacturing and engineering environment teams and users Repairs and replaces IT equipment as necessary or directed to do so. Other ad hoc duties that may be assigned Skills and Knowledge Required:
3+ years experience in IT Knowledge of Windows desktop operating systems across computing platforms (laptops, tablets, and desktop computers). Fielding, diagnosing, and troubleshooting incoming customer requests and incidents via the phone and e-mail. (Mac experience a plus) Experience working with customers possessing varying degrees of technical aptitude. Both at corporate office and remotely. Taking, logging, and resolving calls via the phone system to provide support to those who call the Service Desk. Excellent communication and interpersonal skills with the ability to build rapport with corporate and off-site users. Ability to manage own time and schedule own tasks. Must take the initiative to work efficiently without constant supervision and direction. Demonstrated resourcefulness, initiative, and analytical abilities. Knowledge of relevant call tracking and ticket management applications. Well versed in using and supporting Microsoft Office 365 and Microsoft Authenticator. Notably Microsoft Windows, Word, Excel, Outlook, SharePoint, and Teams. Practical understanding of Group Policy and Active Directory Knowledge of troubleshooting network connections, printers, share permissions and devices. Experience training others with the ability to exhibit a high degree of patience for inexperienced computer users. Proficient understanding of networking protocols such as VPN, DNS and DHCP. Strong attention to detail. Ability to handle multiple tasks. Appreciation for security practices and policies. Experience creating training documentation, procedures, and knowledge base articles.
What you'll do
The successful candidate will be responsible for supporting the existing IT Team in one or more of the following activities:
Assists with installation of hardware, peripherals, monitors, keyboards, printers, and disk drives. Installs software packages, operating systems, word processing, spreadsheet programs or agents Instructs users in proper use of software, hardware and manuals. Answers user inquiry and helpdesk tickets concerning systems operation. Troubleshoots system hardware, software and operator reported issues. Coordinates handling and resolution of problem tickets and their closure or otherwise. Tests, maintains and monitors computer desktop and laptop hardware Available to answers user questions concerning their system problems Performs daily backup (checks nightly runs) and manages tape archival system. Provide desktop and laptop support for a variety of applications commonly used in IT Supports both our manufacturing and engineering environment teams and users Repairs and replaces IT equipment as necessary or directed to do so. Other ad hoc duties that may be assigned Skills and Knowledge Required:
3+ years experience in IT Knowledge of Windows desktop operating systems across computing platforms (laptops, tablets, and desktop computers). Fielding, diagnosing, and troubleshooting incoming customer requests and incidents via the phone and e-mail. (Mac experience a plus) Experience working with customers possessing varying degrees of technical aptitude. Both at corporate office and remotely. Taking, logging, and resolving calls via the phone system to provide support to those who call the Service Desk. Excellent communication and interpersonal skills with the ability to build rapport with corporate and off-site users. Ability to manage own time and schedule own tasks. Must take the initiative to work efficiently without constant supervision and direction. Demonstrated resourcefulness, initiative, and analytical abilities. Knowledge of relevant call tracking and ticket management applications. Well versed in using and supporting Microsoft Office 365 and Microsoft Authenticator. Notably Microsoft Windows, Word, Excel, Outlook, SharePoint, and Teams. Practical understanding of Group Policy and Active Directory Knowledge of troubleshooting network connections, printers, share permissions and devices. Experience training others with the ability to exhibit a high degree of patience for inexperienced computer users. Proficient understanding of networking protocols such as VPN, DNS and DHCP. Strong attention to detail. Ability to handle multiple tasks. Appreciation for security practices and policies. Experience creating training documentation, procedures, and knowledge base articles.