IT Technician

POSITION DESCRIPTION

Position Title: IT Technician

Reports Directly to: IT Manager

Position Overview:

The IT Technician, under general supervision of the IT Manager, performs analytical, technical, and administrative work in the planning, design, maintenance and the installation of new and existing personal computer systems. The IT Technician performs level 2 triage and provides onsite support for Systems, Network and Telecom support. Works on moderately complex applications. Confers with end users to determine types of hardware and software requirements. Selects appropriate software and modifies to suit. Maintains an adequate spare parts inventory of systems, subsystems, and component parts used in the repair of desktops, laptops and other endpoint peripherals. Installs new hardware and software and maintains existing endpoint hardware and software. Trains end users on the use of equipment and software.

Primary Responsibilities:

· Must be located on-site.

· Install and configure Desktop/Laptop hardware, software applications and peripherals.

· Install and configure various operating systems including but not limited to Microsoft

· Perform equipment and office relocations, as needed

· Troubleshoot Windows 10 and 11 computers, for common software and hardware related issues

· Troubleshoot basic network and systems connectivity issues that include routers, switches, circuits, servers, wireless and associated equipment

· Troubleshoot basic telecommunications issues that include Cisco & Avaya telecommunications platforms and their associated equipment and cabling.

· Monitor, document and maintain the highest level of security on all systems including virus protection, user permissions for both local, network and Internet access on all desktop computers. Report any discrepancies to management and work with other IT technical teams to remediate

· Communicate with end users, client support personnel, peers and supervisors on all personal computer and specified client applications that require a technical resolution.

· Prepare progress and maintenance reports for all work performed, update assigned support tickets using ITIL as a framework

· Acts as an IT Liaison when coordinating with other departments in the absence of the physical presence of the Manager of IT.

· Participate in inventory control and reporting of all IT hardware and software. Maintain site inventory in IT asset inventory system

· Support printer maintenance and ordering of equipment.

· Observe and provide evidence on desktop related security and compliance requirements

· Work with IT systems, IT Networking and IT Telecommunications to assist where needed. Escalate as needed to ensure timely resolution of all issues

· Assist in remote support

· Address user incident and service requests within the defined SLA’s

· Adhere to company guidelines and procedures.

· All other duties as assigned

Minimum Qualifications:

· Education Requirements:

o Associate’s degree or Technical degree in a computer field; equivalent work experience may be considered

· Field Experience:

o At least 2 years of experience in the IT field

· Position Experience:

o At least 2 years of experience in an IT Technician or equivalent position

· Other Qualifications:

o Career orientation towards end user support with Windows software and hardware experience

o Ability to work a flexible schedule to include early mornings, late evenings and weekends

o Proficient in MS Office, OneDrive and Teams

o Working knowledge of Microsoft Windows operating systems, personal computer-based application software, printers, and general networking and telecommunications

o Proficient with remote support tools

o Working knowledge of Windows System hardware and peripherals

o Ability to resolve personal computer hardware issues including but not limited to component level diagnostics, troubleshooting, repair and replacements.

Required Skills:

· Excellent communication skills

· Able to represent IT to end users, being professional/personable and understanding of customer needs

· Accuracy, completeness, dependability and ability to complete tasks on time

PF, Gratuity, Mediclaim