IT Technician

Lead the selection, configuration, installation and inventory of the IT end user equipment which may include onboard computers, desktops, laptops, and/or printers, smart phones, faxes, printers, tablets for the enterprise and field end users. Participate in on-call rotation for critical support escalation outside of core hours.

Responsibilities:

• Configure, build, install equipment, applications and or software for end users. May include in-vehicle wiring and docking solutions. Includes accurate and timely inventory management of devices, parts and accessories.Ability to proactively anticipate user's needs.
• Research, diagnose and apply correct resolution of IT equipment malfunctions. Troubleshoot and repair computer systems, onboard computers and peripheral equipment located throughout the company. Including the distribution and functioning of installed computer programs and applications. Perform maintenance tasks as needed. Lead the configuration and testing of new equipment and operating systems to ensure all equipment are in good working condition and meets the business needs and requirements.
• Deliver a high level of customer service to end users while anticipating user needs. Works closely with service providers and equipment vendors with their installed service or product. Implement approved services and settings to meet business and safety requirements. Install hardware, load programs/operating systems, and prepare IT equipment for end users.
• Prepare operational and procedural documentation. Ensure performance and availability goals are attained. Develop operational and procedural documentation (SOPs) and ensure adherance and continual process improvement.
• Ensure compliance with applicable licensing agreements. Develop and implement approved strategies. Research, recommend and collaborate on equipment selection and procurement to ensure architecture standards are met and are in alignment with IT strategy.
• Prepares and monitors department KPIs. Promotes continuous improvement and uses trends to determine preventative measures for anticipated problems. Participate in vendor management. Monitor Service Level Agreements to ensure accurate billing and service delivery. Allocate costs to users.
• Analyze data and identify trends and variables impacting profitability and efficiency. Identify abnormalities, proactively research to determine the cause and present to the organization to determine direction.
• Provide technical mentoring, leadership and training to other team members. Manage day to day tasks to provide a high level of customer service to end-users. Serve as a subject matter expert and/or resource to others. Provide second level support to others.
• Perform other job-related duties and special projects as required.