IT Support Technician

2 weeks ago

New Freedom, Pennsylvania, United States Penn-Mar Full time

The IT Support Technician is responsible for providing assistance with the upkeep and support of organizational computers, client software, peripherals, and various hardware components. This role also involves aiding in the management of network applications, hosted services, and cloud-based solutions. The technician acts as the primary liaison for end-user helpdesk services, ensuring prompt problem resolution while delivering exceptional customer service. Responsibilities include assigning and escalating service desk tickets as necessary, collaborating closely with Systems Administrators to address the technology requirements of the user community.

Education/Experience:

An Associate's degree or equivalent experience in information technology or computer science is required; a Bachelor's degree in a related field is preferred.

Required Skills/Abilities:

  • Familiarity with standard client-side hardware and software solutions is essential.
  • Proven proficiency with computers, mobile devices, and relevant applications is required.
  • Experience in providing end-user support services and utilizing Helpdesk applications is preferred.
  • Demonstrated knowledge of network hardware and services is advantageous.
  • Strong communication skills and the ability to work effectively with the public, team members, and clients are necessary.
  • Experience in social or human services and the non-profit sector is preferred.
  • Ability to effectively engage with stakeholders and team members at all organizational levels, as well as with vendors and consultants, is required.
  • Excellent critical thinking and problem-solving abilities are essential.

Duties/Responsibilities:

Technical Support

  • Provides tier-1 support for all IT systems and applications; escalates relevant tier-2 and tier-3 tickets to a Systems Administrator promptly, maintaining a focus on customer satisfaction.
  • Aims to meet or exceed established service desk support metrics.
  • Assists in the creation, management, and termination of end-user accounts in accordance with access control policies.
  • Supports new hire onboarding and orientation processes as needed.

Systems Administration

  • Acts as the contact for end-user helpdesk services and coordinates problem resolution.
  • Provides technical support for computing devices, including desktops, laptops, tablets, and smartphones.
  • Coordinates external vendor technical support as assigned.
  • Performs new computer configurations and peripheral installations.
  • Conducts reconfiguration services for desktop and laptop systems.
  • Maintains a hardware and software asset database for client systems.
  • Utilizes the company's Service Board application to enter and track support issues promptly.
  • Assists in the creation and maintenance of technical documentation for computer systems and client hardware.
  • Supports the System Administrator or IT Systems Manager in other client-related projects as assigned.
  • Performs related duties as assigned.

Security

  • Assists in the implementation and support of company-wide security systems and initiatives.
  • Helps implement system and end-user permissions and access in line with company standards and approvals.

Compliance

  • Completes compliance processes, procedures, and controls as assigned.
  • Reports and documents any potential compliance violations to the appropriate authority immediately.

Physical Requirements:

  • 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.
  • While performing the duties of this job, the employee frequently is required to stand, walk, use hands to finger, handle or feel, and reach with hands and arms.
  • Must be able to lift/move up to 40 lbs.
  • Ability to clearly communicate thoughts verbally and organize, document, and retain information is necessary.

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