IT Technician

IT Technician – Level II/IIIWith moderate supervision and responsibility, the IT Technician configures, troubleshoots, and maintains computer hardware, software, and network systems. As part of the Gowan IT Support Team, this role is responsible for responding to Help Desk requests and managing all work through the ticket management system.A successful IT Technician demonstrates strong knowledge of computer hardware, operating systems, Microsoft Office applications, and internet-based tools. This role requires advanced troubleshooting skills, strong customer service abilities, and participation in special projects involving networking, specialized applications, and cybersecurity practices.Full-Time, Salaried, Exempt. Reports to: Gabriel Ramirez.Role Responsibilities:Configure, install, and maintain workstations and peripheral devices (HDDs, motherboards, memory, monitors, printers, etc.)Perform system imaging, deployments, and hardware refreshesDiagnose and resolve hardware, software, and connectivity issues; repair or replace components as neededInstall and configure software according to Gowan standards and specificationsProvide user orientation and training on new software and computer equipmentTroubleshoot TCP/IP-related issues, including workstation connectivity, IP phones, cameras, and cablingPlan and schedule system upgrades and preventative maintenance to minimize operational disruptionMaintain accurate records of incidents, repairs, fixes, and maintenance activities in the ticketing systemSupport and maintain local network environments to optimize performance and reliabilityEnsure security, privacy, and integrity of networks, computer systems, and data repositoriesParticipate in IT projects requiring networking, application, and cybersecurity knowledgeOther Duties as assignedEducation:Associate's degree in computer science, Engineering, or a related fieldIT certifications such as CompTIA A+, Network+, or Microsoft Certified IT ProfessionalExperience / Skills / Abilities:Minimum of seven (7+) years of hands-on IT technical support experienceStrong customer service skills with internal users, external customers, and vendorsStrong working knowledge of Microsoft technologies, including Windows 11, Office 365, and Active DirectoryProven diagnostic, troubleshooting, and problem-solving abilitiesStrong written and verbal communication skillsStrong organizational and time-management skillsAbility to lift and move equipment up to 40 lbs. and work in confined spaces (e.g., under desks)Working knowledge of networking, telecommunications, internet security, and data privacy principlesBilingual (English/Spanish)Valid driver's license and ability to operate company vehiclesJob Expectations / Working Conditions:Willingness to travel approximately 25% (U.S., Canada, and Latin America)