Information Technology Technician

Summary

The Information Technology Technician’s role is to ensure proper computer operations so that end users can accomplish organizational tasks.

This includes receiving, prioritizing, documenting and actively resolving end user help requests.

Problem resolution may involve the use of approved diagnostics and help tools, as well as require that the individual give hands-on help at the desktop level.

Core Competencies 



* Communication


* Energy and Stress 


* Technical Capacity


* Problem Solving   


* Accountability and Dependability


* Performance Management           


* Ethics and Integrity


* Analytical

Job Duties



* Evaluate documented resolutions and suggest ways to prevent future problems.


* Field incoming help requests from end users via telephone, email and text in a courteous manner.


* Document all pertinent end user problem or issue. 


* Escalate problems (when required) to the appropriate experienced technician.


* Record, track, and document - help desk request, problem-solving process, including all successful and unsuccessful decisions made, and brief IT Support Supervisor on final resolution.


* Use only approved diagnostic utilities to aid in troubleshooting.


* Access approved software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.


* Identify and learn appropriate software and hardware used and supported by the organization.


* Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.


* Test fixes to ensure problem has been adequately resolved and report all finding and final resolutions.


* Perform post-resolution follow-up, with users and supervisor.


* Available for support calls 24/7

Requirements


* High School diploma or equivalent


* 2 to 4 year work experience in related field required.


* Recommended certificates in information systems


* Recommended completion of a one-year college level curriculum


* Knowledge of basic computer hardware and application software.


* Experience with desktop operating systems including Windows XP, 7 and 8


* Working knowledge of a range of diagnostic utilities.


* Exceptional customer service orientation and the ability to present ideas in user-friendly language.


* Be prompt, directed, reliable, self-motivated and highly dependable


* Keen attention to detail and able to effectively prioritize and execute tasks in a high-pressure environment.


* Experience working in a team-oriented, collaborative environment.


* Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning.

Requirements


* High School Diploma or equivalent


* 2-4 years’ work experience in related field


* Certifications from accredited schools in computer systems


* Knowledge of basic computer hardware and applications software.


* Strong organizational skills.


* Strong communication skills (both verbal and written).


* Proficiency with database applications and administration systems, specifically Microsoft Office.


* Ability to work effectively alone and prioritize.


* Must be a highly motivated, service and team-oriented individual with an attention to detail.


* Enthusiasm for challenge and new initiatives are prerequisites.


* Strong analytical ability


* Troubleshooting ability is required


* Strong decision making and problem solving skills


* Demonstrated good internal customer service skills


* Proven good presentation skills.


* Good presentation skills


* Ability to manage multiple projects.


* Detail oriented

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