INFORMATION TECHNOLOGY SUPPORT TECHNICIAN

Information Technology Support Technician

The Information Technology (IT) Support Technician is responsible for technical duties related to computer hardware and software personnel support and training; provides project support and maintenance for new and modified systems and programs; maintains, installs, troubleshoots, and configures desktop computers and related peripheral equipment.

Essential Duties and Responsibilities

• Coordinate and provide technical support, over the telephone, through email, remotely and/or in person to personnel; troubleshoot and solve standard software, hardware, voice network, telecommunications, and network problems.
• Install, configure, troubleshoot, modify, and update hardware and software.
• Perform routine component replacements and upgrades.
• Provide one-on-one training pertaining to the use of standard applications, equipment and/or systems, such as audio/video equipment, telecommunication equipment and systems, personal computers, laptop computers, and general office software.
• Provide assistance to personnel; verify the location of the problem; elicit information from the end user on the nature of the issue; resolve the issue or refer to the IT vendor when necessary.
• Ensure that new and upgraded systems work effectively with current systems and programs; determine and document proper installation parameters for software and hardware in order to ensure smooth integration, transition and efficiency. Create user IDs, modify user profiles, reset passwords, maintain email accounts, email distribution lists and perform regular file maintenance; set up user access permissions consistent with Embrave policies and procedures; document changes and revisions.
• Plan and maintain assigned project schedules and work requests; monitor, coordinate and report project status and problems to management; monitor assigned budgets as necessary.
• Function as project leader on technology implementation teams.
• Provide technical and functional supervision of vendors and contract staff.
• Inform management of existing or potential problems; maintain problem logs.
• Assist in system moves, adds, and changes; review installation sites and plans. Adhere to Embrave standards for network and system hardware and software; develop network and system-related documentation.
• Works outside of regular business hours as needed for system maintenance or emergency support.
• Perform duties related to asset management of hardware and software.
• Promotes and demonstrates the Mission, Vision, and Core Values of Embrave.
• Develops and maintains good working relationships with all departments, the management team, vendors, regulatory agencies and community partners.
• Embraces cultural diversity amongst ourselves and our community.
• Responsible for the human, financial, and material resources as well as data and information entrusted to us.
• Performs other job-related duties as required.

Supervision Exercised: None

Education/Work Experience: Bachelor's degree in IT, Computer Science, or related field. Successful and relevant work experience combined with professional certifications and/or training may be accepted in lieu of a degree.