IT Support Tech

An IT Support Technician, also known as a Help Desk Technician or Technical Support Specialist, is responsible for providing technical assistance and support to end-users within an organization. They play a crucial role in resolving hardware, software, and network issues to ensure smooth operations and user satisfaction.

Essential Functions:

• Embrace Hi-Lex Corporate Culture, promoting good Communication, Speed, and Customer Service.
• Help Desk Support: IT Support Technicians respond to end-user requests for technical assistance through various channels, including phone, email, or in-person. They diagnose and troubleshoot hardware, software, and network problems, providing timely solutions and guidance.
• Incident Management: They track and document all reported issues in a ticketing system, ensuring accurate and detailed records of incidents, resolutions, and user interactions. They prioritize and escalate tickets as necessary, following established service level agreements (SLAs).
• Hardware and Software Setup: IT Support Technicians assist with the installation, configuration, and maintenance of computer hardware and software. They set up workstations, install operating systems and applications, and ensure proper functionality of devices such as printers, scanners, and peripherals.
• System Maintenance and Updates: IT Support Technicians perform routine maintenance tasks, including applying software updates and patches, performing system backups, and monitoring system health. They ensure that systems are up to date and secure.
• Training and Documentation: They create and update user guides, knowledge base articles, and troubleshooting documentation to empower users to resolve common issues independently. They may also conduct training sessions to educate users on best practices, new technologies, and software applications.
• Remote Support: IT Support Technicians may provide remote assistance to end-users, using remote desktop tools or other remote support software. They troubleshoot issues remotely, provide instructions, and guide users through problem-solving steps.
• Collaboration and Communication: They collaborate with other IT team members, such as network administrators, system administrators, and developers, to resolve complex issues and implement solutions. They communicate technical information effectively to both technical and non-technical users.

Secondary Functions:

• Maintains various operational logs and documents.
• Able to effectively communicate with internal and external customers.
• Performs other duties as necessary and/or assigned.

Specialized Training, Skills, Abilities, Experience:

• Associate's degree or equivalent experience in Information Technology or a related field
• Strong knowledge of computer hardware, software, and operating systems (e.g., Windows, macOS, Linux)
• Familiarity with network concepts, protocols, and troubleshooting
• Excellent problem-solving and analytical skills
• Strong customer service and communication skills
• Ability to work well in a team environment and under pressure
• Attention to detail and strong organizational skills
• Ability to prioritize and manage multiple tasks effectively
• Basic knowledge of Active Directory and user account management
• Familiarity with remote support tools and ticketing systems

Physical Requirements/Working Conditions:

• Use of video display terminal (VDT) for periods in excess of 30 minutes at a time.
• Possible eye strain from extended periods of VDT viewing.
• Office environment with noise from computer peripherals such as mainframe, disk drives and printers.
• Factory environment with noise from manufacturing equipment. Exposure to dangerous equipment.
• Possible serious injury due to carelessness around equipment.
• Job requires standing, walking, climbing stairs and sitting.
• Sometimes lifts, carries or moves objects up to 40 pounds
• Ability to hear warnings from equipment, machines, vehicles and public-address systems.