IT Service Technician

Job Description

Job Description

JOB PURPOSE: Provide customer/internal support for desktop/server/network, software, hardware and peripherals. Answer questions or resolve computer problems for clients in person, via telephone or from a remote location.

ESSENTIAL FUNCTIONS:

· Handle a high volume of incoming calls from customers and performing initial trouble shooting

· Desktop/server/network support, application, printing, network and application password changes

· Maintain accurate ticket creation and resolution in company Help Desk System (Connectwise)

· Update Helpdesk knowledge base with proven resolutions

· Customer prioritization and communication regarding problem resolution strategy and scheduled completion

· Escalate tickets to appropriate second level support as required

· General Computer maintenance

· Monitor Customer computer/network environments

· Monitor internal network/systems

· Proactive approach to identifying operational improvements

· Adhere to safety policy/procedures

· Flexibility in schedule to provide coverage to include days, nights, weekends and holidays

· Comply with the requirements of applicable certifications, legal and regulatory requirements, standards, and the Information Security Management System

ADDITIONAL RESPONSIBILITIES:

· Special project coordination assigned by management

· Cross train with other IT associates

· General housekeeping duties

· Overtime as required

· Other duties as assigned

Degree: Entry level - High school diploma or GED required. 0-1 years of related work experience. Certifications are a plus.

PERSONAL CHARACTERISTICS

Must be self-directed to accomplish goals but function as part of a team; willingness to interact/work with people of diverse cultures, races, and/or nationalities.

OTHER FACTORS

Motor vehicle record check(s) required for company vehicle. Must pass back ground check and drug screening. A valid driver’s license is required.