IT Technician

FUNCTION
The IT Technician provides support to end users for hardware and software problems and inquiries. This role identifies, researches, and resolves technical problems; responds to telephone calls, email, and personnel requests for technical support; documents, tracks, and monitors problems to ensure timely resolution. This role serves as the link between external IT support and end-users, as well as performs general administrative tasks that help to ensure the smooth functioning of the organization’s computer systems.

SPECIFIC DUTIES AND RESPONSIBILITIES

• Responsible for end-user support, assistance, and training on Windows and Apple devices.
• Configure, maintain, troubleshoot, and repair computer and peripheral hardware, PC operating systems, and application software.
• Create and maintain documentation for end-users and for internal IT team on various systems and processes.
• Assist with configuration, support, and maintenance of IPTV system.
• Install and configure new workstations, printers, and cell phones.
• Install and configure desktop Cisco phones, Five9 softphones and assist with troubleshooting SalesForce, call center applications, and integrations.
• Stock and re-order technology related office supplies such as toner for printers, keyboards, mice, and cables.
• Maintain current inventory of PC’s, peripherals, cell phones, printers, network switches, and servers.
• Order and maintain license and support documentation for computer and peripheral hardware, PC operating systems and application software.
• Assist in the support and maintenance of AD and O365 user account information including permissions and group assignments.
• Assist in maintenance and troubleshooting of LAN communications.
• Assist in the setup, installation, and organization of server and communication equipment.
• Assist in configuring, deploying, and documenting processes for Micros POS equipment throughout the facility while maintaining a partnership with our F&B vendor.
• Prepare regular reports for internal leadership.
• Maintain cleanliness and standarization of facility IDF closets.
• Clearly communicate issues and resolutions to both technical and non-technical staff, of all levels.
• Other duties as assigned.

SUPERVISORY RESPONSIBILITIES
There are no supervisory responsibilities for this position.

EDUCATION, TRAINING, AND EXPERIENCE

• Bachelor’s degree (B.A.) in management information systems or a technical field from a four-year college or university preferred, with 1-2 years’ experience or equivalent combination.
• Additional skills or knowledge in networking, Micros POS systems, Five9, or IPTV are a plus
• Candidates should also possess a focus on customer service with strong written and verbal communication skills, being able to work independently, and have a clear understanding of how to prioritize the needs of the business.

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to stand, walk, and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

The noise level is this work environment is usually moderate.