IT Support Technician

Role Responsibilities Under general supervision, provide technical software, hardware and network problem resolution to all computer users by: Responsible for imaging/reimaging computers in current environment. Mange asset life cycle and recycling of hardware. Clearly communicate technical solutions in a user-friendly, professional manner. Remote connect to employees computer when necessary to conduct analysis and conduct fixes. Provide one-on-one end-user training as needed so employees can be successful in the use of their computer and software. Provide or eliminate access to network and e-mail systems, with authorization. Monitor the IT Help Desk, reviews newly submitted tickets to ensure they provide the appropriate and adequate information for IT to fully understand the request. Respond to tickets in a manner that meets or exceeds SLA standards, ensuring all tickets are fully documented, or escalates tickets to the appropriate IT team members to properly address the request. Assists employees with opening an IT Help Desk ticket when the employee calls the Help Desk for assistance. Identifies, diagnoses, and resolves Level One problems for users of personal computer software and hardware, local printer problems, e-mail, Local Area Network, Internet and other computer technology. Deploys Windows and 3rd party software updates as per Patch Management Policy. Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements. Work closely with the Technology Support Supervisor in the monitoring, identifying and removal of unwanted software. Administrator for the Quest Kace Service Desk to include triage of new tickets, automated ticket routing updates, system updates, and new feature implementation. responsible for creating, storing and maintaining images of all commonly used desktops. responsible for inventorying, configuring and deploying all corporate owned mobile devices after coordinating with the Technology Supervisor to have the device configured and added to the Mobile Device Management System. Install and maintain all AdQue devices and in-branch Marketing hardware. manage asset life cycle and recycling of hardware Interact with Audio/Visual vendor to provide assistance in maintaining A/V devices and network. Presents a helpful and positive attitude, focusing on solutions and promoting a collaborative environment at all times Practices and brings to life with the team our Yes And culture Comply with established regulations and law requirements Perform various other duties as assigned.