Under general supervision of the IT Systems Administrator, The IT Support Technician performs skilled work in the installation, diagnoses, repair, and maintenance of a variety of microcomputers and

related peripheral equipment, including printers. Assist employees with IT systems operation and basic maintenance; provide technical support for all hardware and related equipment. Communicate utilizing tact and diplomacy. May assist other trades persons in work which may be outside

the field of specialization, requiring aptitude, willingness, and adaptability.

IT Support Technician (Tier I / II – Field & Hardware Support)

Minimum Qualifications

Any combination of education, training, and experience that demonstrates the ability to perform the required duties. A typical background includes:

• At least two (2) years of experience in maintenance and repair of microcomputers, peripheral equipment, and electronic equipment
   
• Experience providing Tier I IT support
   
• Valid Ohio driver’s license and ability to maintain vehicle insurance qualification
   
• Ability to work independently and travel to corporate locations

Required Knowledge & Technical Skills

Hardware & Systems

• Maintenance and repair of microcomputers at the component level
   
• PC operating systems (strong emphasis on Microsoft Windows environments)
   
• Installation, configuration, and troubleshooting of:
   
  • Desktops, laptops, servers
     
  • Printers, scanners, monitors
     
  • Hard drives and disk arrays
     
  • Keyboards, mice, and peripherals
     
• Scheduled maintenance and hardware diagnostics
   
• Installation of third-party software across multiple machines
   
• User-based system configuration
   
• Backup verification and maintenance
   

Networking

• Routers, switches, hubs
   
• Wireless networks
   
• Cat 6 cabling specifications
   
• Installation and termination of cabling
   

Electronics & Tools

• AC, DC, and digital electronic theory
   
• Electronic testing equipment and tools
   
• Understanding of manufacturer maintenance manuals
   
• Experience with other electronic devices (two-way radios, projectors, TVs, video cameras)
   

Administrative & Organizational

• Record keeping and documentation
   
• Parts inventory management
   
• Preparing labor and material estimates
   
• Safety practices in the field

Core Responsibilities

• Plan, assign, schedule, and coordinate installation of microcomputers and network equipment
   
• Diagnose equipment issues and determine repair or outside service needs
   
• Install system software, patches, applications, and utilities
   
• Perform hardware repair and replacement
   
• Install and terminate network cabling
   
• Maintain accurate repair records and inventory
   
• Assist users with setup, operation, and proper equipment care
   
• Provide training and work direction to staff
   
• Perform related duties as assigned

Leadership & Soft Skills

• Ability to work independently
   
• Strong troubleshooting and diagnostic skills
   
• Ability to train and instruct employees
   
• Effective communication across all staff levels
   
• Ability to interpret technical manuals
   
• Ability to follow oral and written instructions
   
• Ability to plan and schedule work activities

Physical Requirements

• Frequent walking, climbing, stooping, kneeling, crouching, or crawling
   
• Regular lifting of up to 50 lbs
   
• Frequent lifting of up to 100 lbs
   
• Occasional lifting of over 100 lbs
   
• Manual dexterity and strong visual acuity (close, distance, color, depth perception)