IT Support Technician

Job Description

Job Description

POSITION SUMMARY

The IT Support Technician is responsible for providing technical assistance and support to end-users within the organization. This includes diagnosing and resolving hardware and software issues, installing and configuring computer systems, and ensuring the smooth operation of IT services.

MAJOR RESPONSIBILITIES

Major responsibilities include the following:

1.     Provide first-level support to end-users for hardware, software, and network-related issues via phone, email, or in-person.

2.     Diagnose and resolve technical problems, including desktop, laptop, printer, and network issues.

3.     Install, configure, and maintain operating systems, software applications, and hardware components.

4.     Educate and assist users in understanding and effectively utilizing IT resources and applications.

5.     Maintain accurate records of support requests, resolutions, and system configurations.

6.     Implement and maintain security protocols to protect the organization’s data and systems.

7.     Track and manage IT assets, including hardware and software inventory.

8.     Utilize coding and scripting skills to automate tasks and enhance support processes

9.     Work closely with other IT team members and collaborate with various departments, including SCM, engineering, accounting, etc., to ensure seamless IT operations and support for projects.

10.  Other duties as assigned.

ADDITIONAL RESPONSIBILITIES

Additional responsibilities will be assigned as systems are upgraded, processes change, or systems are automated.

EDUCATION & EXPERIENCE REQUIRED

A bachelor’s degree in a computer-related field or equivalent years of experience in a related IT field.

2-5 years of IT-MIS experience is required.

Good interpersonal skills required.

Strong analytical and problem-solving skills.

TECHNICAL EXPERIENCE REQUIRED

Microsoft Windows Server (AD, Group Policy, DNS, DHCP).

Exchange Server (On-Premises) and/or Exchange Online.

Maintain Routers, Switches, and Firewalls.

Microsoft 365 tenant administration.

Office 365 Administration: 2 years (Required).

Microsoft Windows Server Administration: 3 years (Required).

PREFERRED QUALIFICATIONS

CompTIA A+, Network+, or Microsoft Certified Professional (MCP)certification.

Experience in VOIP, Cisco Call Manager.

KNOWLEDGE, EXPERIENCE, AND SKILLS

Good math aptitude and organization skills; working knowledge of calculator and PC skills, including Microsoft Word and Excel. 

SKILLS REQUIRED

Familiarity with Microsoft 365 products, Entra/Azure, Active Directory, Teams, and Windows servers.

Working knowledge of LAN/WAN, TCP/IP, VPN, and Windows environments.

Strong troubleshooting, communication, and customer service skills.

Office Skills:

Computer – keyboard/typing skills; proficient use of applicable software in a Windows operating environment.  Must type at least 45wpm.

General Mathematics - addition, subtraction, multiplication, etc.

Task Management : organizes and prioritizes multiple tasks simultaneously with appropriate urgency.

Project Management - oversees all aspects of a project to completion

Proofreading - reviews documents for detail

Research – gathers and incorporates information by identifying appropriate resources to find solutions.

Order and Organization – plans, organizes, and prioritizes work effectively and systematically; ensures accuracy by checking details.

Professionalism – In dealing with customers, managers, and co-workers.  Ability to maintain composure under pressure.

Communication Skills:

Oral Communication – expresses oneself clearly and concisely; adapts style to the audience.

Written Communication – demonstrates an aptitude for grammar with the preparation of reports, composition of routine and non-routine correspondence, etc.

Negotiation - confers with others to achieve mutually satisfying outcomes

Listening - actively listens to others to obtain information; requests clarity as necessary; confirms understanding

COMPETENCIES

Interpersonal - effectively works with others; being cooperative; establishes appropriate business relationships; displays political acumen and sensitivity.

Customer Focus – conveys sincerity, competency, and approachability with internal and external customers; anticipates the needs of the customer and effectively meets them; seeks feedback to ensure expectations are met.

Team Dynamics – works effectively with the team to achieve optimal results; anticipates and manages conflict; promotes cooperation, commitment, momentum, and pride.

Analytical – integrates and synthesizes information to reach suitable conclusions.

Flexibility – adapts to change; willingly accepts changes to work assignments; removes barriers to accelerate change.

Self-direction – demonstrates assertiveness by taking initiative and responsibility; uses own judgment to solve problems and improve processes; maintains current knowledge in the area of specialty.

EQUIPMENT

Personal computer and other standard office equipment

PHYSICAL REQUIREMENTS

The physical requirements described here are representative of those an employee must meet to successfully perform the essential functions of this job.

Physical requirements include good speaking, hearing, and vision; excellent manual dexterity; and the ability to lift and carry up to 20 pounds occasionally and a negligible amount frequently. 

WORKING CONDITIONS

Work is performed in an office or laboratory environment with occasional exposure to noise, dust, and fumes.  May require working occasional overtime.  

TRAVEL  

Travel may be required to other UCC locations for support.

This job description describes the general nature of the position.  The above declarations are not intended to be a complete list of the responsibilities, skills, and abilities required for the job.