IT Technician I

Job Summary

An Information Technology (IT) Technician Site Services is responsible for verifying that customer requests and issues are addressed efficiently and effectively and for resolving routine to moderately complex issues with the desktop computing hardware and software environment.

Essential Functions (The fundamental Duties & Responsibilities of the role (products and services provided/results accomplished) include, but are not limited to, those listed:

• Create incident/request tickets as per ticketing processes
• Perform work assignments and contribute, individually or as part of the team
• Provide end-user level 2 support on IT-related issues by diagnosing, analyzing, and quickly resolving or escalating (if resolution requires hands-on interaction, different skill set experience or an excessive amount of time) as needed, meeting service level agreement (SLA) standards for first-call resolution on incidents and service requests.
• Identify trends in the support calls and develop documentation to address these most-often reported incidents.
• Notify management of increasing trends, unusual activity or repeated activity.
• Provide accurate information on IT products and services.
• Provide a high-quality customer service experience to customers and coworkers.
• Assist in developing and utilizing on-line procedures, solutions, and knowledge databases.
• Assist with training of peers and act as a resource for other staff members
• Identify and suggest possible improvements on processes and procedures.
• Verify that customer requests and issues are addressed completely, efficiently, and effectively
• Contribute to the high-performance IT team by providing quality products and services.
• Perform other related duties as assigned.

Job Qualifications

Qualifications (Knowledge, Experience, Skills and Abilities required to accomplish the essential functions) include but are not limited to:

• Bachelor’s degree or equivalent in computer science or related discipline with one to two years related experience in IT or Customer Service facing environment. An equivalent combination of education and relevant experience may be accepted as a satisfactory substitute for the specific education and experience listed above.
• Extensive knowledge of desktop hardware, software applications, operating systems and network connectivity. Knowledge of Active Directory and security policies. Knowledge of business applications and systems. Excellent knowledge and use of customer service best practices.
• Technical aptitude with IT literacy skills with an ability to learn and apply technical information in a fast-paced, demanding work environment. Ability to show initiative, pay attention to detail, plan, prioritize work load, and perform under pressure to meet SLA’s.
• Ability to recognize, analyze, and effectively handle incidents in a timely and organized manner using industry best practices and procedures. Ability to demonstrate logical thinking, practical troubleshooting, and problem-solving skills.
• Ability to follow policies and procedures. Ability to quickly learn and adapt to new procedures, processes, technology and applications.
• Strong written and verbal communication skills along with effective listening skills. Ability to clearly communicate technical concepts to non-technical people.
• Ability to work independently and as part of a team. Willing to work flexibly and with enthusiasm.
• Ability to work extended hours beyond normal work schedule to include, but not limited to evenings, weekends, extended shifts, and/or extra shifts; sometimes on short notice.