Support Technician - Part-time

Job Title: Support Technician

Department: Information Technology

Reports To: IT Director

 

SUMMARY

Provides first level support for users and provides installation and training services as needed.

 

REQUIREMENTS

Strong troubleshooting and diagnostic skills

Self- motivated, with the ability to work independently with minimal supervision

Customer service oriented

Experience installing and supporting desktop/laptop hardware and operating systems including Windows XP/7

Experience installing and supporting applications such as: Microsoft Excel, Outlook, etc. and basic knowledge of networking (TCP/IP, DHCP, DNS)

Ability to exhibit a sense of urgency working on projects or support issues, partner with others to achieve project goals or remediate issues and follow up until goals are achieved and issues are resolved

Ability to adhere to IT policy and procedures

Availability for after-hours on-call rotation

Availability outside of normal business hours for emergencies and for scheduled maintenance as needed

 

 

ESENTIAL DUTIES AND RESPONSIBILITIES

Provide onsite and remote support for 400+ users.

Image, configure, deploy, troubleshoot and support Windows workstations, laptops, mobile devices and other hardware.

Review and deploy new service packs, hot fixes, system updates, and vendor-supplied patches according to best practices.

Keep a record of all support incidents in the problem tracker database, maintain and update entries as necessary. Maintain asset tracking system

Assure that all problems assigned are closed in a timely manner

Assist with tape backup system (loading, labeling, and monitoring)

Maintain an inventory of supplies and new equipment

Verify daily processes complete as expected and troubleshoot as necessary

Travel to remote sites at the direction of the IT Director to perform tasks that require a physical presence or where the physical presence would be advantageous.

Ensure a high level of employee satisfaction regarding IT system usage.

Perform other duties as needed.

 

ADDITIONAL RESPONSIBILITIES

Provides a high level of quality in personal attention and service to end users.

Observes organizational policies concerning unscheduled absences and reports unscheduled absences in accordance with departmental procedures.

If in a nonexempt position, does not incur excessive overtime. Does not work overtime without prior written approval of his/her supervisor.

Complies with the organization Safety Policies and Procedures. Ensures compliance with governmental licensing and regulatory requirements where applicable.  Maintains familiarity with and abide by all established facility and departmental policies and procedures, noting changes when they are published/posted.  Conducts himself/herself in a manner consistent with the mission statement and policies of Feel Good Brands, LLC.

Reports to work at the start of the shift 98% of the days scheduled. Follows the work rotation schedule. Explains and gives proper notification of absenteeism, as outlined in the employee handbook.

Observes and respects the confidentiality of information in regard to customers and employees, including salary information, if exposed to any of the above referenced information in the course of his/her job function.

Dresses according to the organization’s dress code policy and procedure, as well as, complies with specific departmental regulations pertaining to employee appearance.

Demonstrates an understanding of company organizational structure by utilization of appropriate channels of communication. Maintain consistent, timely communication regarding all facets of departmental activities with his/her co-workers, therefore, demonstrating good customer service skills with both external and internal customers.

 

QUALITIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

EDUCATION and/or EXPERIENCE

Associates degree or equivalent experience.

 

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions and deal with several abstract and concrete variables.

 

TRAVEL

Ability and means to travel on a flexible schedule as needed, proof of liability and property damage insurance on vehicle used is required. Must possess a valid Nevada Driver’s License to drive a company vehicle.

 

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; sit; crawl; kneel; and use hands to finger, handle, or feel objects, tools or controls; reach overhead, above the shoulders and horizontally. The employee must regularly lift and/or move up to 50 pounds and occasionally lift and/or move more than 100 pounds.  The employee is occasionally required to work at heights and climb ladders up to 15 feet. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.