IT Support Technician - SSD

IT Support Technician

The individual contributor is primarily responsible for providing the first or second level support to resolve problems with products and applications, performing the setup and maintenance of computer systems, and interacting with third party hardware and/or software vendors.

Essential responsibilities include completing work assignments by applying up-to-date knowledge in subject area to meet deadlines; following procedures and policies, and applying data and resources to support projects or initiatives; collaborating with others, often cross-functionally, to solve business problems; supporting the completion of priorities, deadlines, and expectations; communicating progress and information; identifying and recommending ways to address improvement opportunities when possible; and escalating issues or risks as appropriate.

Additional responsibilities include pursuing self-development and effective relationships with others by sharing resources, information, and knowledge with coworkers and customers; listening, responding to, and seeking performance feedback; acknowledging strengths and weaknesses; assessing and responding to the needs of others; and adapting to and learning from change, difficulties, and feedback.

The role also involves providing first level and basic second level support to resolve problems with products and applications by meeting customer service standards (e.g., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly). Supporting troubleshooting efforts in conjunction with the customer to identify routine and moderately complex problems, supporting efforts to analyze and prioritize incoming requests and alerts, following procedures for incident escalation and notification to leadership, escalating routine problems, as necessary, to appropriate resource (e.g., support team or vendor), resolving non-complex problems and attempting to resolve complex problems, following and supporting the development of standard operating procedures, supporting tracking and documentation of details of problems, status of service requests, and resolutions, supporting efforts to meet key performance indicators (e.g., performance, availability, capacity), supporting the documentation of workarounds for problem records and changes to proactive processes, reviewing information (e.g., procedures, installation, configuration) related to new technology, providing the knowledge repository for routine and moderately complex technical support, and supporting the execution of disaster recovery and business continuity processes and events.

Minimum qualifications include a bachelor's degree in computer science, engineering, social science, education, business, health care or related field OR minimum two (2) years IT experience in a support or operations environment. Preferred qualifications include one (1) year experience working in a large matrixed organization.