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.