IT Support Technician

2 weeks ago

Allentown, Pennsylvania, United States IntePros Consulting Full time

IntePros Consulting is seeking an IT Support Technician to become a part of our team. This role involves providing essential support to both employees and clients in a dynamic environment.

Key Responsibilities:

· Offer direct assistance to users with all technologies managed by the IT department.

· Maintain a professional and approachable attitude, consistently meeting departmental response time objectives and performance metrics.

· Create, update, and manage documentation related to technology, infrastructure, and local protocols.

· Utilize designated systems to log user issues and requests, adhering to established procedures.

· Monitor the service desk ticket queue and address inquiries in a timely and courteous manner.

· Collaborate with other IT personnel as needed to resolve technical issues.

· Actively seek assistance from colleagues to expedite the resolution of customer concerns and enhance incident management.

· Manage the delivery, collection, and shipping of equipment to repair vendors, tracking these activities according to departmental standards.

· Inform management in writing of any equipment relocations, including serial numbers, original locations, and new locations.

· Promptly notify departmental management of any circumstances that may lead to significant delays in resolving user issues.

· Respond to help desk calls and provide support for local telecommunication systems as required.

· Address voice messages left in the help desk mailbox promptly, confirming receipt and providing an estimated resolution timeframe when feasible.

· Configure, support, and repair all desktops, monitors, printers, and RF scanners within the organization.

· Conduct imaging and maintenance of hardware.

· Keep an accurate inventory of IT assets.

· Escalate critical business system issues that may affect operational efficiency.

#LI-AL1

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