IT Support Technician I

3 weeks ago


Alpena, United States Jack Link's Beef Jerky Full time

Job Description The IT Support Technician I will provide Awesome Customer Service and support to team members and enterprise projects in a fast-paced environment. The duties and responsibilities of this position shall consist of, but not be limited to, the following: Build and validate standard system builds for PCs/Laptops/Handhelds, etc. and their associated hardware Install, configure, and troubleshoot PCs/Laptops/Handhelds, etc. and their associated software Patch and maintain end user devices according to patch and security policies with the JLBJ environment Utilize and update enterprise ticketing system (Track-IT) to keep record of work assigned and maintain expected Problem/Service Level Agreements with the business and if necessary ensure timely escalation of client problems. Perform level 1, diagnosis, and resolution of technical problems for a variety of end users plus identify, test and implement corrective hardware solutions, including off-site repair, as needed. Complete move, add and changes as requested by internal customers for end user compute devices and associated peripherals. Respond to customer issues through email, chat, phone and in person requests Maintain an inventory of all computers, monitors, printers, scanners, etc. Track and maintain licenses in use and available for all end user devices Provide input into the standard build image for leverage in building new end user compute devices Follow identified incident and problem management procedures for use by the help desk Provide input into training materials and procedures, and/or train users in the proper use of hardware and software. Provide mentoring and training as required to PC Tech interns in order to strengthen their skills and advancement opportunities Provide on-call, off-hours and weekend support as assigned to support the JLBJ staff Performs other duties and responsibilities as necessary.



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