IT Support Technician

POSITION SUMMARY
The IT Support Technician is responsible for all service and support needs for our customers. This relates to all technology and includes workstations, servers, printers, networks, and vendor specific hardware and software.

ESSENTIAL FUNCTIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. IT Support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware
2. Technical and support services for:
   • Windows Server, Exchange, SQL, SharePoint, and other Microsoft-related technologies
   • WAN and LAN connectivity, routers, firewalls, and security
   • Disaster recovery solutions
   • Remote access solution implementation (VPN, Terminal Services and Citrix)
3. System documentation to include system reviews and recommendations.
4. Communication with customers as required, e.g. keeping them informed of incident progress, notifying them of impending changes or agreed outages.
5. Document internal processes and procedures related to duties and responsibilities.
6. Enter all time in internal ticketing system.
7. Driving duties include conveying materials, equipment, and staff to and from work sites.

KNOWLEDGE, SKILLS, AND ABILITIES

• Ability to maintain a professional demeanor
• Adept in verbal and written communication
• Ability to diagnose technical issues, matching resources to these issues appropriately
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Ability to evaluate situations and adjust to changing priorities
• Strong attention to detail and organizational skills

QUALIFICATIONS

• Associates' degree in IT-related field or equivalent experience
• Candidate must be willing to reside near or commute to a Joink office (Currently within Illinois: Taylorville, Hillsboro; Indiana: Terre Haute)
• Candidates which have the following will have priority:
  • Professional IT Certifications such as Microsoft MCP, MCSA, or MCSE; Citrix CCEA or CCIA; SonicWall CSSA; Cisco CCNA; or VMware VCP

WORKING ENVIRONMENT

• 40 hours per week
• Primarily office environments, internal and customer premise
• Must be able to work overtime with and without notice.
• Willingness to travel to other Joink offices, industry conferences, etc.
• Must participate in On-Call Rotation

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 stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear. The employee must regularly lift and/or move up to 50 pounds, and push/pull up to 75 lbs. Specific vision abilities required by this job include close vision, distance vision, depth perception and ability to adjust focus.

OTHER DUTIES

Please note that this job description is not a comprehensive list of all activities, duties or responsibilities the employee may be required to engage in for this job. These duties, activities, and responsibilities may change at any time with or without notice.

EEO STATEMENT

Joink is an Equal Employment Opportunity Employer and will not discriminate against or harass any applicant or employee on any grounds prohibited under any federal, state or local law, including race, creed, color, religion, sex, national origin, age, disability status, sexual orientation, gender identity, marital status, pregnancy, status with regard to public assistance, veteran status, citizenship or membership in any other legally protected class.

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