IT Technical Support I - Full-time

h1span style="font-size:10pt;"Position Description span style="letter-spacing:-.1pt;"Summary/span/span/h1 pThis position will follow established procedures to troubleshoot, coordinate and resolve systems or hardware related incidents. The position is responsible for the initial analysis, diagnosis and troubleshooting of events. Ensure reported production outages/incidents are communicated and resolved in an expeditious manner. Manage staff onboarding and offboarding processes. Provide helpdesk related support in all areas of IT functions for the customer./p h1span style="font-size:12pt;"span style="font-size:10pt;"Essential Job Duties (include the following but not limited /spanspan style="letter-spacing:-.25pt;font-size:10pt;"to)/span/span/h1 p- Answer incoming customer emails to the Help Desk./p p- Follow established procedures to diagnose and troubleshoot system span style="letter-spacing:-.1pt;"issues./span/p p- Analyze, determine, and document reported production span style="letter-spacing:-.1pt;"outages/incidents./span/p p- Determine severity, impact, and nature of incidents. Escalate as span style="letter-spacing:-.1pt;"needed./span/p p style="line-height:13.95pt;"- Communicate clearly with other team span style="letter-spacing:-.1pt;"members./span/p p- Submit requests for new services or applications requests in Freshdesk and IT Service-Now and other related tracking applications./p p- Complete onboarding or offboarding functions for staff being mobilized or span style="letter-spacing:-.1pt;"demobilized./span/p p- Perform hardware and software span style="letter-spacing:-.1pt;"installations./span/p p style="line-height:13.95pt;"- Oversee deployments and relocations of staff at various locations./p p style="line-height:13.95pt;"- Provide IT support at Division-wide sponsored span style="letter-spacing:-.1pt;"events./span/p p- Provide on-the-job training to new department staff span style="letter-spacing:-.1pt;"members./span/p p- Provide computer orientation to newspan style="letter-spacing:-.1pt;" staff./span/p h1span style="font-size:10pt;"Hardware and Infrastructurespan style="letter-spacing:-.1pt;" Experience/span/span/h1 p style="line-height:98%;"strongPC Hardware Troubleshooting/strong:/p p style="line-height:98%;padding-left:30px;"Capable of diagnosing and resolving hardware component failures including motherboards, power supplies, memory and storage devices. Proficient in handling upgrades, replacements, and configurations./p pstrongNetwork Infrastructure span style="letter-spacing:-.1pt;"Troubleshooting:/span/strong/p p style="line-height:97%;padding-left:30px;"Capable of identifying and resolving common LAN/WAN issues such as cabling faults, switch/router configuration errors, and IP conflict resolution. Adept in managing network performance and connectivity troubleshooting, including wireless networks and VPN issues./p h1span style="font-size:10pt;"Installation, Configuration, and span style="letter-spacing:-.1pt;"Maintenance:/span/span/h1 pstrongWindows Operating span style="letter-spacing:-.1pt;"Systems:/span/strong/p p style="padding-left:30px;"Proficient in the installation, configuration, and administration of Windows operating systems (Windows 10, 11). Experienced in applying security patches, system updates, and driver updates./p p style="line-height:13.35pt;"strongMicrosoft Office 365 span style="letter-spacing:-.1pt;"Suite:/span/strong/p p style="padding-left:30px;"Proficient in deploying, troubleshooting, and providing user support for both standalone Microsoft Office and Microsoft 365 versions. Highly experienced with core productivity tools such as Word, Excel, PowerPoint, and Outlook, as well as collaboration and integration solutions like OneDrive and Teams/p h1span style="font-size:10pt;"Professional Experience Level/Other span style="letter-spacing:-.1pt;"Qualifications/span/span/h1 p- Must be able to lift at least 40lbs./p p- Ability to organize short and long-term tasks and communicate status of tasks with clients and span style="letter-spacing:-.1pt;"management./span/p p- Effective oral and written communication skills, with an ability to communicate complex issues to a non-technical audience./p p style="line-height:13.95pt;"- Ability to work with span style="letter-spacing:-.1pt;"others./span/p p style="line-height:13.95pt;"- Self-starter with results driven span style="letter-spacing:-.1pt;"focus./span/p p- Capability to assume additional span style="letter-spacing:-.1pt;"responsibilities./span/p p- Demonstrated experience managing data coordination and conversion span style="letter-spacing:-.1pt;"projects./span/p h1span style="letter-spacing:-.1pt;font-size:10pt;"Education/Training/span/h1 pManagement Information Systems (MIS) degree or equivalent job experience of 5+ span style="letter-spacing:-.2pt;"yrs./span/p h1span style="font-size:10pt;"Element-Specific span style="letter-spacing:-.1pt;"Requirements/Notes/span/span/h1 p style="text-align:justify;"- May assume other duties asspan style="letter-spacing:-.1pt;" required/needed./span/p p style="text-align:justify;line-height:13.4pt;"- Maybe required to work past regular work shift if span style="letter-spacing:-.1pt;"needed./span/p p style="text-align:justify;line-height:14.5pt;"- Maybe required to work various shifts asspan style="letter-spacing:-.1pt;" needed./span/p p style="text-align:justify;line-height:14.4pt;"- This position offers a hybrid/teleworkspan style="letter-spacing:-.1pt;" schedule./span/p p style="text-align:justify;line-height:13.3pt;"- Candidate must have access to company vehicles or be willing to use personal span style="letter-spacing:-.1pt;"vehicle./span/p