IT Technician

KNOWLEDGE, SKILLS AND ABILITIES

• Provides direct support to employees and clients (customer) on all technologies in use and supported by the IT department.

• Maintains a friendly and helpful demeanor with customers at all times. Meets or exceeds departmental response time goals and KPIs.

• The understanding to read, maintain and create documentation related to technology, infrastructure and local requirements.

• Uses system(s) designated by departmental management to track user issues and requests for assistance. Follows specified procedures on the use of said system. Monitors the service desk ticket queue and fulfills requests in a timely and courteous manor.

• Coordinates with other IT staff members as appropriate for the resolution of problems. Proactively seeks assistance from other staff members as required to quickly resolve customer issues to improve and resolve incidents as reported.

• Observes company guidelines and industry standards with regard to copying of software and advises departmental management when any illegal use of software is discovered.

• Delivers, picks up, and/or ships equipment to repair vendors as required. Tracks such activities in accordance with departmental guidelines.

• Notifies departmental management in writing when any equipment is relocated within the company, including serial numbers, original location of equipment and new location of equipment.

• Promptly advises departmental management of any situation that will cause a substantial delay in the resolution of a customer problem.

• Answers help desk calls.

• Provides support for local phone systems as necessary

• Responds promptly to voice messages left in the help desk mailbox and confirms receipt to the customer with an estimate of resolution time where possible.

• Configures supports and repairs all desktops, monitors, printers and RF scanner in the office and warehouse.

• Imaging and maintenance of hardware.

• Maintain an accurate inventory of IT equipment.

• Escalate critical business system issues that may impact the business.

• Work with Systems Administrators to support DHCP, DNS, Mail, Operating systems and production application configurations.

• RF device troubleshooting involving physical mobile device, operating system of the device (Windows, Android, etc), and the hardware involved in supporting the device to include batteries, triggers, connectivity issues, etc.

• Knowledge of WIFI networking and the ability to offer support to SSID, channeling, cabling, powering, etc.