IT Technician I

Job Summary

The Information Technology Technician I is an entry-level position within the Information Technology Department.  The Information Technology Technician I acts as the primary interface to the customers that are supported by the Information Technology Department to effect real-time problem resolutions.  Performs as the resource for moves, adds and change related activities.

Summary of Role and Responsibilities

• Creates help desk trouble tickets from any inbound communique (e.g., email, telephone, in-person, etc.) from end user issues to enable tracking the issue through resolution
• Monitors, updates, resolve or escalates, and closes help desk tickets as appropriate. (i.e., attempt solution by phone, in-person or escalating to the next level of support)
• Performs end user equipment moves, adds and changes (e.g., new employees, employee relocations, new deployments, equipment changes, refreshes, etc.)
• Actively works to gain familiarity with all IT supported business applications and systems and develop the ability to support and guide end users on use of them.
• Actively works to gain familiarity with onboarding/provisioning of new employees, including adding and deleting accesses for existing employees.
• Actively works to maintain and develop expertise with all current and future authentication and security methods for all applications and systems.
• Assists Accounting with asset tracking and tagging
• Other special projects as assigned

Minimum Knowledge, Skills and Abilities

• Knowledge in Microsoft Word, Excel, PowerPoint, Outlook, Web Browsers (ie. Chrome, Edge, Firefox, etc…) and Windows
• Knowledge of end-user computing devices (e.g., smartphones, laptops, etc.)
• Exceptional customer service
• Ability to communicate effectively
• Ability to work with minimal supervision
• Ability to positively project the Company and department internally and externally

Minimum Education Requirements

• High school diploma or equivalent

Experience

• Six months previous experience in a similar role, or equivalent combination of training and experience sufficient to successfully perform the essential functions of the job.

Preferred Education, Knowledge, Skills and Abilities

• Associates degree with an emphasis in Computer Science, or related field of study
• One years previous experience in a similar role
• Outstanding interpersonal relationship building skills

Work Environment

Work is performed within a hybrid office and remote home office environment, with standard office equipment available.