Business Support IT

Job Title: IT Business Support

Entity: Brick Technology Group

Reports To: Chief Technologist

General Summary:

The IT Business Support (IT Support) position is responsible for a wide variety of IT, internal and external customer service, administrative and related duties to meet the IT Department’s specific business goals. The IT Support position will prioritize performing a wide range of business support (inventory, purchasing, work order tracking, statistics generation, reporting, etc.). The IT Support position will also assist, as needed, in the day-to-day, ad hoc and special project hardware and software support work to be completed including acquisition/disposal, install/uninstall, upgrade, troubleshooting, repair of client and third-party software, and hardware and perform a wide variety of other related duties. This person selected for this position will function with limited supervision, a sense of urgency, a true commitment to customer service, to being a positive and effective member of the team. The position requires utmost confidentiality, integrity, the willingness and ability to fully adhere to established company policies and procedures, and all applicable federal and state laws and regulations.

Essential Functions:

Work Prioritization

• Prioritize customer support work dispatched from IT Customer Support Lead, and authorized others, and business support work to be performed, document time to complete, quality (customer service and technical) and other information.

Business Support

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  Maintain a continuous inventory of hardware, software, and supplies (receipt, use, other disposition, etc.); source, order, document purchase of all equipment, software, shipping, third party purchases, and supplies, receive into inventory, stock, and rotate as appropriate; document release of equipment, software, supplies to Support personnel and work orders; develop customer quotes for services, purchases, communicate with Support staff/customer on this, receive and document purchase, modification and/or no purchase decision; compile, analyze information for standard, ad hoc reports, develop and present reports; maintain all documents within the scope of duties in an organized, complete and accurate manner; perform a wide range of other administrative duties in support of the operations of the business.

Customer Service

• Receive in-person, telephone, email, text-based and other forms of communication from IT Customer Support Lead and authorized others, including internal and external customers; carefully format responses to ensure the provision of high quality, accurate, positively, and customer service-oriented communication to internal and external customers; document problems, concerns, needs, solutions offered or attempted, promises, results, cost estimates, and other factors.

Technician

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  Working on the server, network, telephone, workstation, printer, other peripheral equipment, and software, performing a wide range of activities to ensure excellent customer service. Activities include, but are not limited to, research, source, purchase, receive software, hardware, read and understand product manuals/technical guidance, install/uninstall, set up, troubleshoot, repair, document server, network, telephone, work station, printer, other peripheral equipment work completed, instructions to customers and related information.

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  Works positively and effectively with third-party software, hardware, and service providers to deliver high-quality customer service to our internal and external customers.

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  Follows all safety guidelines at all times; use equipment only for the purpose intended.

Continuing Education

• Update/upgrade job knowledge by participating in in-house educational opportunities; reading professional publications and participating in other technical and customer service-related learning opportunities.

Requirements:

• High School diploma or equivalent required
• Demonstrated technical and intellectual abilities to understand, remember, troubleshoot, maintain and repair computer hardware and software. Generalist-level knowledge of workstation, server, network, printer and peripheral hardware and software is required.
• Must have precise attention to detail, be able to perform duties with minimal supervision, and be able to follow through/up on projects and daily work
• Valid Driver’s License and at least minimum required State of Illinois car insurance coverage
• The ability to consistently, cooperatively, respectfully, and positively interact with customers, vendors, and others to whom they are exposed at work. Must be “emotionally intelligent” and react calmly and professionally when challenged, under stress, etc.
• Outstanding attendance, interpersonal, organizational skills, and abilities
• The willingness and ability to work odd hours (before and after normal working hours, weekends) as scheduled or on short notice to respond to customer or company needs
• The physical ability to complete the work required including, but not limited to, lifting to 70 pounds from the floor to overhead position, lifting 20 pounds from the floor to torso repetitively, the ability to climb stairs, walk long distances, work in odd positions for prolonged periods, sit and/or stand for prolonged periods

Professionalism

• Maintain the highest level of confidentiality and integrity and protect organization's value by keeping information confidential
• Enhance department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments

This description is a general statement of required major duties and responsibilities performed on a regular and continuous basis. It does not exclude other duties as assigned.