IT Service Technician

JOB PURPOSE:           Provide customer/internal support for desktop/server/network, software, hardware and peripherals.  Answer questions or resolve computer problems for clients in person, via telephone or from a remote location.

ESSENTIAL FUNCTIONS:

·            Handle a high volume of incoming calls from customers and performing initial trouble shooting

·            Desktop/server/network support, application, printing, network and application password changes

·            Maintain accurate ticket creation and resolution in company Help Desk System (Connectwise)

·            Update Helpdesk knowledge base with proven resolutions

·            Customer prioritization and communication regarding problem resolution strategy and scheduled completion

·            Escalate tickets to appropriate second level support as required

·            General Computer maintenance

·            Monitor Customer computer/network environments

·            Monitor internal network/systems

·            Proactive approach to identifying operational improvements

·            Adhere to safety policy/procedures

·            Flexibility in schedule to provide coverage to include days, nights, weekends and holidays

·            Comply with the requirements of applicable certifications, legal and regulatory requirements, standards, and the Information Security Management System

ADDITIONAL RESPONSIBILITIES:

·            Special project coordination assigned by management

·            Cross train with other IT associates

·            General housekeeping duties

·            Overtime as required

·            Other duties as assigned

Degree:            Entry level - High school diploma or GED required. 0-1 years of related work experience. Certifications are a plus.

PERSONAL CHARACTERISTICS

Must be self-directed to accomplish goals but function as part of a team; willingness to interact/work with people of diverse cultures, races, and/or nationalities.

OTHER FACTORS

Motor vehicle record check(s) required for company vehicle.  Must pass back ground check and drug screening.  A valid driver’s license is required.