IT Support Technician I

IT Support Tech IThe IT Support Tech I under direct supervision, installs, maintains, tests and repairs systems and networks. This position performs a variety of maintenance, software installation, end-user support and training tasks to ensure end-user workstations and network performance meet company and user requirements. Provides support to staff on all company-supported applications, utilizing basic technical knowledge to support IT initiatives and provide first-level technical information systems support to the Cascade Team. Troubleshoots computer problems, determines source, and advises on appropriate action. Completes application project-based work. Performs responsibilities in accordance with all company standards, policies, and procedures.Essential Duties and ResponsibilitiesPerforms basic problem solving and assistance on various software applications and hardware systems for department users and/or the clients.Manage, resolve and track Help Desk user tickets for all Tier 1 issues, and communicates all Tier 2 issues to next level IT Support Tech 2.Provide individual instruction and/or training to users on new or updated technologies. May train student employees.Performs routine technical assistance and maintenance duties.Maintains and updates record keeping system; may document projects and maintain user instructions.Assists with tracking inventory levels of equipment and materials; performs data entry and maintenance of records such as, but not limited to, project documents, user instructions, general reports and/or systems errors.May input billing information into a record keeping system.Performs routine technological systems support, maintenance, and testing for proper upkeep of systems; troubleshoots and resolves general system hardware, software, and basic network failures and conflicts.Assists with the review, evaluation and recommendation of solutions relating to hardware and software acquisitions and/or network updates.Assists with research and development initiatives and in the implementation of new technologies with low to moderate scope and impact.Travel to on-site locations for end user support or new office set up as necessary.Assists with the installation, configuration and maintenance of computers, workstations and/or other related equipment and devices (remote access and in person).Maintains currency of knowledge with respect to technology, equipment, applicable laws, regulations, standards and/or systems.Perform other duties as assignedQualifications and Physical DemandsSupervisory ResponsibilitiesNo supervisory responsibilities.Travel RequirementsTravel is required less than 10% of the time. Frequency fluctuates depending on business needs. Travel as required for in person classes and annual education conferences.QualificationsTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Education and ExperienceHigh school diploma or GED; at least 12 months of experience directly related to the duties and responsibilities specifiedHigher education and/or experience that is directly related to the duties and responsibilities specified may be interchangeable on a year to year basis.Knowledge of a wide range of computer systems, software, applications, hardware, networking and communications necessary1-3 years direct help desk experienceLanguage SkillsAbility to communicate technical information to a nontechnical personnel. Excellent written and oral communication skills as well as listening skills and interpersonal skills.Mathematical SkillsAbility to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.Reasoning AbilityAbility to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Must be able to provide effective change-management skills with regard to technology upgrades that will effectuate change to support the client goals. Ability to analyze and resolve basic problems, specific to technology and computers. Ability to communicate technical guidance and instruction to users on the use of PC and/or mainframe applications and systems.Certificates, Licenses, and RegistrationsValid Driver's License is required.Other QualificationsKnowledge of computer and/or network security systems, applications, procedures, and techniques. Ability to identify, troubleshoot, and resolve computer system malfunctions. Time management, analytical, and organizational skills. Ability to prioritize multiple projects and meet strict deadlines. Ability to learn new systems and applications.Physical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is frequently required to sit, stand, walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear. The employee must regularly lift and/or move up to 50 pounds and occasionally lift and/or move more than 75 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus. Normal, corrective vision range; ability to see color and to distinguish, letters, numbers, and symbols.Work EnvironmentThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.The noise level in the work environment is usually quiet.