IT Support Technician

Position Summary:

The Support Technician serves as the first point of contact for technical support and provides assistance to users with a wide range of IT issues. This role emphasizes delivering high-quality customer service, troubleshooting, and escalating complex problems when necessary. As an entry-level position, it offers opportunities to build IT knowledge and technical skills while contributing to the organization's IT operations.

Responsibilities:

Technical Support and Troubleshooting:
• Assist users with login and password resets, printer/scanner installation, SharePoint/OneDrive connectivity, CMIC access, VPN connectivity, network performance issues, and mobile device deployment.
• Perform basic system diagnostics and troubleshooting for computers, tablets, phones, and printers to resolve performance or connectivity issues.
• Execute initial triage for user-reported issues, categorize and prioritize tickets based on business and user impact, and escalate unresolved issues to higher tiers of support.
• Equipment and Software Support:
  • Install, configure, and perform routine maintenance on hardware and software.
  • Assist users with software requests and deployments, ensuring proper configuration and functionality.
• Incident Management:
  • Log and track user issues within the incident management system.
  • Provide timely updates and communication with users on the status of their requests or incidents.
• Customer Service:
  • Deliver exceptional customer service, ensuring user concerns are addressed professionally and efficiently.
  • Maintain strong verbal and written communication while interacting with operations, field employees, and executives.

Education & Certification:

• Preferred: Bachelor's degree in Business, Information Technology, Computer Science, Engineering, Finance, or a related field.
• Entry-level certifications such as CompTIA A+ are beneficial.
• Pursue additional certifications (e.g., ITIL, CompTIA Network+) to enhance qualifications and career advancement.

Experience:

• 0-3 years of experience in an IT support role or relevant internship.

Required Skills and Competencies:

• Technical Skills:
  • Proficiency with incident management systems and service reporting metrics.
  • Knowledge of Microsoft productivity tools, operating systems, and networking technologies (e.g., Cellular, WLAN, Ethernet).
  • Familiarity with scripting tools for administrative tasks and security suites for Unified Threat Management.
• Interpersonal and Analytical Skills:
  • Strong customer service, problem-solving, and decision-making abilities.
  • Excellent communication and interpersonal skills to build trust and provide clear guidance.
  • Adaptable, detail-oriented, and capable of managing multiple priorities in a fast-paced environment.
• Personal Attributes:
  • Integrity, confidentiality, and ethical conduct.
  • Effective time management and the ability to work under pressure.
  • Strong listening, negotiation, and conflict-resolution skills.

Work Environment and Physical Demands:

• Primarily office-based with occasional visits to job sites, which may expose the technician to outdoor weather, construction equipment, noise, and uneven terrain.
• Frequent sitting, standing, walking, and occasional reaching, lifting, and kneeling.
• Daily travel within the organization's operational footprint and occasional overnight stays as required.