Tier 1 Support Technician

The IT Tier 1 Support Technician reports to the IT Operations Manager and is a member of the IT Operations Team. The Tier 1 Support Technician position will be responsible for taking incoming requests for support via phone and email by gathering information from the end user, creating a trouble ticket and performing first level remediation actions including repair, replacement and installation of equipment, incident escalation and ticket resolution. The Tier 1 Support Technician directs and trains community-based technical resources and assists them with the resolution of a wide range of service issues, such as connectivity and device configuration, and maintenance and operation. The Tier 1 Support Technician may travel to service endpoints and participate in formal and informal quality improvement and skills development activities and share technical problems and solutions with other members of the Service Support Team. Analyzes and evaluates reported problems, takes responsibility for resolution, and prevents recurrence. Serves as single point of contact (not a single point of resolution) to customers through to problem resolution. Coaches and trains other employees on proper access and use of desktop systems and mobile devices. Maintains technical documentation related to the IT department. Modifies and creates knowledge base entries. Monitors and maintains IT asset inventory. Creates network, email and additional accounts in accordance with submitted request ensuring accuracy of accounts. Attention to detail is paramount. Follows Tier 1 Support policies and procedures and provides timely response to incidents assigned to them in the ticketing system. Installs, configures, maintains, upgrades, repairs and replaces mobile devices, desktop components, peripherals, monitors, phones, OS/Applications software, and interfaces, including transmitters, cabling, and communication outlets under the direct supervision of the Network Team. Serves as the primary asset management coordinator. This will include inputting and maintaining required equipment in the asset management software, as well as, manually tagging all equipment. Supports a clean and tidy workplace for configuring, maintaining, repairing and packing equipment. Completes project tickets and participates in departmental and inter-departmental project teams and committees regarding planning, purchasing and implementing information technology devices and services. Demonstrates flexibility and capacity to adapt and learn in a dynamic work environment. Ensures compliance with applicable laws and regulations as well as company policies and procedures and follows an effective internal controls environment. Essential Responsibilities Analyzes and evaluates reported problems, takes responsibility for resolution, and prevents recurrence. Serves as single point of contact (not a single point of resolution) to customers through to problem resolution. Coaches and trains other employees on proper access and use of desktop systems and mobile devices. Maintains technical documentation related to the IT department. Modifies and creates knowledge base entries. Monitors and maintains IT asset inventory. Creates network, email and additional accounts in accordance with submitted request ensuring accuracy of accounts. Attention to detail is paramount. Follows Tier 1 Support policies and procedures and provides timely response to incidents assigned to them in the ticketing system. Installs, configures, maintains, upgrades, repairs and replaces mobile devices, desktop components, peripherals, monitors, phones, OS/Applications software, and interfaces, including transmitters, cabling, and communication outlets under the direct supervision of the Network Team. Serves as the primary asset management coordinator. This will include inputting and maintaining required equipment in the asset management software, as well as, manually tagging all equipment. Supports a clean and tidy workplace for configuring, maintaining, repairing and packing equipment. Completes project tickets and participates in departmental and inter-departmental project teams and committees regarding planning, purchasing and implementing information technology devices and services. Demonstrates flexibility and capacity to adapt and learn in a dynamic work environment. Ensures compliance with applicable laws and regulations as well as company policies and procedures and follows an effective internal controls environment. Qualifications 2 year degree or 5 years prior experience preferred. Valid driver's license with acceptable driving record. Excellent work ethic. Strong strategic, visionary, and critical thinking skills. About Us Founded in 1947 and headquartered in Brooklyn, Iowa, Manatt’s is a leader in Iowa's heavy highway construction and materials industry. We specialize in asphalt, concrete, and chipseal coating, with additional expertise in recycle crushing, stabilization, milling, grinding, subdrain installation, and more. At Manatt’s, we have the experts, equipment, resources, and top-quality materials needed to safely and efficiently complete any project. Our integrated approach and unwavering commitment to building exceptional relationships allow us to deliver uncompromising quality and construction services. Our mission is to continually set and reset the standard by which all other construction material companies are measured. We don’t just build infrastructure; we build legacies through higher standards of work and a dedication to excellence in everything we do. Learn more about Manatt’s Inc. at . Accessibility: If you need help accessing this page, please contact: Phone: View phone number on click.appcast.io Email: View email address on click.appcast.io We are an equal opportunity employer. Qualified minorities, women, veterans and individuals with disabilities are encouraged to apply. If you want to view the Know Your Rights: Workplace Discrimination is Illegal poster, please choose your language: English – Spanish – Arabic - Chinese #J-18808-Ljbffr Manatts