IT Support Technician

2 weeks ago


Livonia, United States M. Jacob & Sons Full time
Job DescriptionJob Description

The duties of an IT Support Technician include being a reference point for all IT related queries at the user level, responding to user needs in a timely manner and ensuring the optimal running of all systems, among other technical duties. IT Support Technicians are responsible for the installation and maintenance of hardware and software used across the organization. IT Support Technicians are expected to display good interpersonal skills as they will interact with colleagues from various departments and executive levels. They are required to listen to their technical needs, understand their problems and implement solutions to them.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Provide a high level of customer service to end users
  • Maintain ticket queue
  • Gather supporting information for IT requests
  • Ensure SLA’s are being met
  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
  • Maintain daily performance of computer systems
  • Install, modify, and repair computer hardware and software
  • Run diagnostic programs to resolve problems
  • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
  • Install computer peripherals for users
  • Performing tests and evaluations on new software and hardware
  • Managing technical documentation
  • Create and maintain training documentation
  • Coordinate services with 3rd party vendors (ATT, Comcast, Spectrum, etc.)
  • Monitor software resources (Anti-Virus, RMM, Spam, Backups, etc.)
  • Continuous improvement in systems and procedures throughout the organization

SUPERVISOR RESPONSIBILITES:

  • N/A

EDUCATION AND EXPERIENCE:

  • Highschool Diploma required
  • College or Technical training preferred
  • One or more years in a technical field or equivalent training
  • Prior Customer Service experience
  • Strong verbal and written communication skills
  • Strong interpersonal and customer service skills
  • Ability to multi-task, work under pressure, and meet deadlines

LANGUAGE SKILLS:

English

CERTIFICATES, LICENSES, REGISTRATIONS:

None required but recommended in technical areas.

PHYSICAL DEMANDS:

Ability to lift 50 lbs.


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