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IT Support Technician

Job Description

 Primary Focus


The IT Support Technician will provide desk side and remote technical assistance to end users in a mixed Corporate and Warehouse environment. Strong desktop troubleshooting skills will be used to handle technical support requests and determine root cause including diagnosing and resolving issues with PC's, laptops, mobile devices, printers and peripherals. In addition to technical support you will be responsible for imaging PC's, deploying and configuring software, managing technology requests and account creation.


Primary Duties and Responsibilities   


         Configure, install & maintain all standard PC hardware which includes but not limited to, PCs, Macs, iPads, printers, scanners, and copiers.


         Experience with various software programs and operating systems including, but not limited to, Microsoft Windows and Mac operating systems.


         Responsible for all aspects of installation from receiving equipment, installation of software, testing, delivery to end user.


         Establishes and carries out a preventative maintenance schedule for all hardware/software systems.


         Regularly serve as a technical resource for others within the organization.


         Work with vendors in the repair or maintenance of equipment.


         Perform password resets and administer users in an active directory environment.


         Remotely troubleshoot technical issues over the phone or through email.


         Assists in maintaining accurate records for inventory and repair/maintenance work.


         Assists in managing network antivirus for all PRL devices.


         Assist Management to streamline daily support procedures.


         Assist with the upgrade and maintenance of software as needed.


         Provide input on planning for future projects.


         Responds in a timely manner to help desk requests and meets deadlines on assigned projects.


         Assume ownership, as assigned, of the whole or part of ongoing projects.


         Provides training to end users on all hardware/software systems and related technology equipment.


         Assists in managing the automation of updates and software deployments across multiple locations.


         Ability to problem solve and utilize strong troubleshooting skills to resolve issues to ensure minimal disruption of service to end users.


         Gain experience, understanding, and expertise necessary to complete assigned tasks.


         Demonstrate ability to research and resolve customer issues in a timely and accurate manner with minimal guidance.


         Ability to work independently with minimal supervision and initiate and prioritize tasks with or without direction.


         Ability to follow oral and/or written instructions and ability to report work orally and/or in writing to Manager of Information Technology.


         Provide regular status and progress towards milestones with one's supervisor.


         Manage and relay summation of incidents clearly and effectively to the team.


         Keeps up to date on job skills and industry trends by participating in educational opportunities, reading professional publications, maintaining personal networks and participating in professional organizations.


         Adjusts schedule as needed to accommodate district needs and facilitation of repairs to ensure minimal interruption of service to users.


         Perform other tasks as assigned for the purpose of ensuring the efficient and effective functioning of the technology department.


Required Software and System Proficiency


         Experience with Active Directory


         Experience with VPN (IPSec/SSL) software


         Experience with Windows 7, 10, and Microsoft Office Suite


         Strong problem solving and analytical skills


         Effective communication skills


         Ability to function and contribute in a team environment


         Strong customer service skills


         Strong time management skills


         Strong interpersonal skills


         Strong attention to detail


         Ability to work in fast-paced environment


         Must be able to respond after hours and work at night or over weekends (normally scheduled in advance) as dictated by system maintenance and upgrade activities


          Minimum of 5 years of experience in hardware and software support


 Experience


         Position requires B.S. in Computer Science/related field or equivalent technical training and work experience.


         Experience with client/server virtualization technologies, specifically VMware a plus.


         Any computer or network related certification a plus.


         ADP E-Time a plus


         VDI related experience a plus.


         Endpoint Security a plus.


         Strong problem-solving and troubleshooting skills required.


         Strong written, verbal, and interpersonal skills required.


         Must have own transportation for infrequent travel to various off-site locations.





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