IT Support Specialist, Tier 1

About the job

IT SUPPORT TECHNICIAN

JOB SUMMARY

The IT Support Technician serves as the first point of contact for employees seeking technical assistance. Responsible for the setup, deployment, and inventory management of the company’s computer and tablet devices, as well as device hardware and software troubleshooting and repair. Provides support and training for employee use of company accounts and systems, and assistance in the administration of IT systems and infrastructure. This is a Contract-to-hire opportunity.

Reports to: Director of Information Technology

Pay Rate: $30-35/hour

JOB DESCRIPTION

User Support:

● Uses helpdesk ticketing system to document support requests, and manages the ticket queue

● Resolves IT support requests in an effective, efficient, and professional manner, with a strong emphasis on customer service and relationship building

● Provides support to both on-site and remote employees

Device and Software Support:

● Sets up and deploys computer and tablet hardware and accessories

● Coordinates the shipping and receiving of IT equipment for remote employees

● Troubleshoots hardware and software problems with the company’s fleet of Windows, Apple/Mac, and Android/Chrome devices, and implements corrective actions to restore functionality in a timely manner

● Assists in the inventory and license management of equipment and software

Systems Support:

● Provides first line user-level support for the company’s enterprise IT systems and infrastructure, including Google Workspace, Microsoft Suite, RingCentral, OneLogin, Zoom, networks, and printing

● Assists with the administration of specific elements of the company’s enterprise IT systems and infrastructure, as assigned

Training and Onboarding:

● Provides instructions and training to company employees on the use of company systems, devices, and security practices

● Aids in the creation and development of processes and materials used in training and onboarding

● Cross-trains team members on processes and systems

Documentation and Reporting:

● Ensures that applicable SOPs, processes, and workflows are properly documented, and maintains documentation to be clear, accurate, and up-to-date

● Maintains current and accurate inventory of devices and accessories, and their assignments

● Provides frequent updates and communication about projects, tasks, and daily work

MINIMUM REQUIREMENTS:

● Associate’s degree in related field, or minimum of 3 years of equivalent work experience as an IT Support Technician

● Ability to deal with stressful situations and interruptions, be flexible, multi-task, and work in a fast-paced, rapidly evolving environment

● Demonstrated ability to complete daily work, projects, and tasks effectively, while adhering to KPIs and other metrics

● Can independently solve complex technical issues across a wide range of technologies

● Proficiency, or the ability to quickly gain proficiency, in the use and support of Google Workspace; Microsoft; MDM systems; VoIP; Antivirus; SSO systems; helpdesk ticketing systems; basic network troubleshooting; and other applicable IT systems and infrastructure; as well as Windows, Apple/Mac, and Android/Chrome devices

● Takes initiative for continuing learning and professional development to expand technical knowledge and stay on top of technology trends

● Demonstrated ability to maintain strict confidentiality of employee and client information, and to conform to HIPAA and FERPA regulations

● Overall ability to operate successfully as an IT Support Technician