Information Technology Technician

Job Duties

• Evaluate documented resolutions and suggest ways to prevent future problems
• Field incoming help requests from end users via telephone, email and text in a courteous manner
• Document all pertinent end user problem or issue
• Escalate problems (when required) to the appropriate experienced technician
• Record, track, and document - help desk request, problem-solving process, including all successful and unsuccessful decisions made, and brief IT Support Supervisor on final resolution
• Use only approved diagnostic utilities to aid in troubleshooting
• Access approved software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
• Identify and learn appropriate software and hardware used and supported by the organization
• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications
• Test fixes to ensure problem has been adequately resolved and report all finding and final resolutions
• Perform post-resolution follow-up, with users and supervisor
• Available for support calls 24/7

Requirements

• High School diploma or equivalent
• 2 to 4 year work experience in related field required
• Recommended certificates in information systems
• Recommended completion of a one-year college level curriculum
• Knowledge of basic computer hardware and application software
• Experience with desktop operating systems including Windows XP, 7 and 8
• Working knowledge of a range of diagnostic utilities
• Exceptional customer service orientation and the ability to present ideas in user-friendly language
• Be prompt, directed, reliable, self-motivated and highly dependable
• Keen attention to detail and able to effectively prioritize and execute tasks in a high-pressure environment
• Experience working in a team-oriented, collaborative environment
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning

Requirements

• High School diploma or equivalent
• 2 to 4 year work experience in related field required.
• Recommended certificates in information systems
• Recommended completion of a one-year college level curriculum
• Knowledge of basic computer hardware and application software.
• Experience with desktop operating systems including Windows XP, 7 and 8
• Working knowledge of a range of diagnostic utilities.
• Exceptional customer service orientation and the ability to present ideas in user-friendly language.
• Be prompt, directed, reliable, self-motivated and highly dependable
• Keen attention to detail and able to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning.