IT Support Technician

SUMMARY   

This position is responsible for L1 support for end-users with software and hardware-related issues or requests for all Americas facilities. Takes ownership of customer care while enforcing all local/global processes, procedures, and policies with End-Users. Troubleshoots and resolves network, end-user, meeting spaces, system issues, and logging resolution. Follows standard procedures for escalating unresolved issues to the appropriate level of support. The goal is to resolve issues/requests fastest and most effectively. Works to ensure specification compliance along with documentation and routine maintenance. Also responsible for organizing and maintaining unique computer-related equipment. (Refer to IT Support Levels doc) 

ESSENTIAL FUNCTIONS Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Supports Network/Application Administration by escalating calls as identified  
• Provides technical software, hardware, and network problem resolution to computer users by performing question/problem diagnosis and guiding users through step-by-step solutions.
• Diagnoses system hardware, software, and operator-related issues. 
• Reviews all incoming IT Help Desk tickets for proper support information and assists in maintaining the database that tracks issues and requests.
• Tracks and verifies internal IT procedures are updated and accurate.
• Clearly communicates technical solutions to internal and external customers in a user-friendly and professional manner. Provides one-on-one end-user training as needed.
• Installs hardware and peripheral components such as monitors, keyboards, printers, and disk drives on the user's premises.
• Configures and tests newly acquired computing equipment to ensure it meets company standards, user specifications, and department quality standards.
• Recommends or corrects problems based on knowledge of system operation.
• Managing service equipment such as printers, training room systems, and other corporate equipment under the control of the IT department. 
• Create knowledge base articles and training materials for employee communication.
• Comply with Company/Global policies and procedures.

COMPETENCIES 

PREFERRED EDUCATION and/or EXPERIENCE

• BA/BS in Computer Science, Information Systems, or related field required, and 2-4 years related experience, or equivalent combination of education and experience. 
• A+Certification is preferred. 
• Microsoft Windows-based networking experience is preferred. 
• Previous experience in a multiple-location corporate environment preferred

ADDITIONAL ELIGIBILITY QUALIFICATIONS

• Knowledge of commonly used Help Desk concepts, practices, and procedures. 
• Excellent communication (oral and written), interpersonal, customer service, and presentation skills. 
• Respond proactively to training, technical support, and customer service needs in line with provided guidelines. 
• Ability to manage multiple concurrent projects and priorities. 
• Must be able to work in a varied, fast-paced multi-location environment with competing demands 
• Strong attention to detail. 

COMMON APPLICATIONS

• ServiceNow Helpdesk Management System
• General ERP/CRM Systems end-user support
• Microsoft Active Directory end-user update
• Matrix42 software deployment tool
• Microsoft 365 Suite of products
• Microsoft Windows 10/11 and 2019 Server
• zScaler Internet Access
• Sophos Cybersecurity and Data Protection
• Mobile Device Management systems
• Minor experience with Mac OS

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.

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