IT Technical Support I
- Respond to phone calls, email, chat, and/or web Helpdesk tickets to provide basic troubleshooting of: Workstations, printers, cellular phones, tablets, business systems passwords, email, standard windows applications, MS Office applications, internet and network connectivity, and other business systems that support business needs.
- Configure and perform installation and configuration of workstations, network printing devices, peripherals, and software as applicable.
- Communicate daily ticket status to end users.
- Maintains Helpdesk documentation.
- Document Helpdesk ticket repairs and resolutions upon closure.
- Use remote control tools to provide remote end user assistance.
- Respond to Helpdesk tickets in accordance with approved work flows, IT policies and procedures.
- Participate in on-call rotation for afterhours support as needed.
- Assign precedence to high priority items to conform with service level agreements.
- Offer courteous and responsive customer support to end users.
- Perform research and problem resolution using knowledge base and best practices.
- Professional and prompt communication with co-workers and supervisors, in person, verbally and in writing.
- Various tasks may be assigned outside of the authorities/responsibilities listed on this job description.
- Associates degree preferred.
- Minimum 0-2 years Helpdesk experience and systems support desired.
- Basic experience working with and troubleshooting Microsoft OS, Active Directory and MS Office suites required.
- Basic experience working with and troubleshooting mobile devices (Apple iOS)
- Basic network knowledge and troubleshooting understanding of DNS, DHCP and TCP/IP.
- Ability to troubleshoot and repair issues in a timely fashion.
- Ability to prioritize work flows.
- A+ or N+ certifications preferred.
- Excellent organizational skills and ability to work independently or on a team.
- Must have the ability to bend, squat, stoop, crawl, and kneel.
- Lift/ push/ pull 50lbs to 75 lbs. on an occasional basis
- Lift/ push/ pull up to 20 lbs. on a frequent basis
- Ability to utilize personal protective equipment (hard hat, safety glasses, steel-toes shoes, goggles, respirator, safety harness, safety line, flotation gear, etc.) safely per OSHA standards.
- Ability to withstand cold and hot temperatures.
- Must have the ability to climb in a safe manner (climbing as a minimum includes stairs and ramps).
- 18 years of age or older at time of application
- Able to provide proof of US Person Status
- No felony convictions of Theft/Deception or Violent crimes within seven years from disposition date
- No felony convictions of Drug crimes within three years from disposition date
- Willing to submit to a drug screen
- Willing to submit to a background check
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