IT Support Technician (In Person)

Job Description

Job Description

IT Support Technician- ONSITE
Education: Diploma in IT and a min Highschool Graduate

Responsibilities:

• Provide technical support services to staff and students during core business.
• Provide real-time support services for local non-enterprise software application systems.
• Provide Tier 2 desktop break/fix support and ensure the incident resolution process is effectively executed by the er submission to the helpdesk ticketing system).
• Ensure incident response time is less than 30 min to assess the issue, less than 8 hours to contact a staff member for resolution and ensure all reporting is completed and documented in the Helpdesk app.
• Troubleshoot print and scan capability functions of networked print units.
• Assist users in gaining access to remote access applications, install the required software, train users, and resolve technical issues.
• Assist command equipment specialists with an annual inventory of all IT assets, follow local procedures.
• Perform image upgrades for all Microsoft Windows operating system versions.
• Perform onsite support of workstation/laptop/tablet installation and equipment setup.
• Provide desktop support and manage the break/fix process to resolve technical issues.
• Apply IT hardware and software management principles, methods, and procedures for troubleshooting issues, email account management, audio/video/web teleconferencing capabilities, and smartphone technology.
• Work with all levels of personnel to troubleshoot technical problems and provide general technical assistance.
• Manage daily operation of all network equipment and capabilities.
• Maintain PC, workstation, laptop, and tablet system configurations.
• Analyze and resolve technical issues.
• Manage email accounts and groups using Active Directory and MFA.
• Manage hardware, file formats, applications, web content, and virtual server/machine operations.
• Respond, diagnose, and remediate server issues in a dynamic environment.
• Report allocation recommendations, performance, and network capacities to the Network Manager based on trend analysis.
• Maintain AV equipment.
• Track all Server Activity including system log verification and perform software upgrades on client servers.
• Address questions about technical problems and improve efficiency by evaluating system network functions and reviewing system logs.
• Detect and verify malicious or suspicious activity. 
• Manager/Task Lead to maintain the integrity of the network, server deployment, and security.
• Install and configure all versions of Windows Server (Both SHB and Non-SHB loads).
• Manage backup and recovery support. 
• Maintain access to administrator-level privileges on all servers and desktops to ensure the integrity of those systems.
• Apply network/server configuration and maintenance for mid-size Organizations.
• Design and configure training classrooms and support local and remote site special projects.
• Manage comprehensive virtual machine environments, server, network security, and network administration in various environments.
• Establish a contingency plan and failover capability.
• Apply information security policies, procedures, and security measures
• Apply program and project management principles.
• Resolve issues involving streaming video, graphic design, web-enabled graphic tools, interface development, and content management systems.