What are the responsibilities and job description for the IT Technician position at Vantage?
The IT Technician will be responsible for providing technical software, hardware and network problem resolution to all computer users at Chicago and Carnegie by performing question/problem diagnosis and guiding users through step-by step solutions. Clearly communicate technical solutions in a user-friendly, professional manner; provide one-on-one end-user training as needed; conduct hardware and software inventory database maintenance and reporting; and perform related work as required. The I.T. Technician fields all Help Desk calls from user base and creates the initial record of the request; resolves all Level One / Two end-user problems over the phone; and contacts third-party vendors for warranty service repair.
Essential Duties and Responsibilities:
Identifies, diagnoses, and resolves Level One / Two problems for users of the server-based applications, personal computer software and hardware, network, the Internet and new computer technology; communicates solutions to end-users.
Delivers, tags, sets up, and assists in the configuration of end-user PC desktop hardware, software, ShoreTel phone, and mobile devices.
Diagnoses and resolves end-user network or local printer problems, PC hardware problems and server-based applications, e-mail, Internet, Phone Systems, VPN, Mobile Devices, and local & wide area network access problems.
Coordinates timely repair of computer, printer or telephone equipment covered by third-party vendor maintenance agreements.
Adheres to Dept. Procedures. Improves and revises these procedures.
Documents & updates installation, configuration, deployment & maintenance procedures.
Train new users on the proper use of new hardware and on the network services available.
Assist with administration of server systems, backup & monitoring system availability.
Other special projects as assigned by Infrastructure Manager to improve administration of the IT infrastructure.
Keep users informed of (a) global problems or scheduled downtime and (b) progress on their particular problems that could not be resolved at the point of call.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience:
A minimum of two-year(s) experience in the field. This includes but is not limited to installing, upgrading, troubleshooting and repairing personal computers and servers in a network environment.
Must have experience in providing end-user phone support for current PC desktop and application software.
Extensive hands-on knowledge/experienced with: Windows 7/Windows 10, MS Exchange, MS Office 2016 (Word, Excel, Access, and PowerPoint), Lotus Notes, Familiarity with any backup hardware and software, basic knowledge of LAN / WAN fundamentals incl. TCP/IP, FTP, SMTP
Bachelor’s degree or equivalent degree preferably in computer sciences or related field required. Bachelor of Science (B.S.) degree in computer sciences, information technology or related field from 4-year College or university preferred.
Licensing or Certification Requirements: Microsoft Certified Systems Engineer certification preferred but not a prerequisite.
Knowledge, Skills, and Abilities:
Ability to resolve simple to moderately complex problems involving equipment or software failure.
Ability to quickly learn new technology and a motivation to expand knowledge and responsibilities.
Ability to provide technical support for off-site users over the phone.
Excellent communications, analytical, problem solving, and time management skills required.
Ability to define a problem, collect data, establish facts, draw valid conclusions, develop a plan to solve the problem, and effectively implement the plan.
Physical Demands: While performing the duties of this job, incumbent is constantly required to sit; use hands to handle and feel; frequently required to stand and walk; must occasionally lift and/or move up to 50 pounds, including PCs, printers, and other computer-related equipment. Frequent communication by telephone so must be able to speak clearly and hear well. Vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus and to work constantly on a computer.
Work Environment: Corporate casual office environment. Frequent travel (up to at least 2 trips to Vantage Foods site at Carnegie) to remote sites and/or training. Work hours may include occasional late evening and/or weekends to support new rollouts, upgrades or special projects. On call as needed, 24/7 hours in case of emergency.
Essential Duties and Responsibilities:
Identifies, diagnoses, and resolves Level One / Two problems for users of the server-based applications, personal computer software and hardware, network, the Internet and new computer technology; communicates solutions to end-users.
Delivers, tags, sets up, and assists in the configuration of end-user PC desktop hardware, software, ShoreTel phone, and mobile devices.
Diagnoses and resolves end-user network or local printer problems, PC hardware problems and server-based applications, e-mail, Internet, Phone Systems, VPN, Mobile Devices, and local & wide area network access problems.
Coordinates timely repair of computer, printer or telephone equipment covered by third-party vendor maintenance agreements.
Adheres to Dept. Procedures. Improves and revises these procedures.
Documents & updates installation, configuration, deployment & maintenance procedures.
Train new users on the proper use of new hardware and on the network services available.
Assist with administration of server systems, backup & monitoring system availability.
Other special projects as assigned by Infrastructure Manager to improve administration of the IT infrastructure.
Keep users informed of (a) global problems or scheduled downtime and (b) progress on their particular problems that could not be resolved at the point of call.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience:
A minimum of two-year(s) experience in the field. This includes but is not limited to installing, upgrading, troubleshooting and repairing personal computers and servers in a network environment.
Must have experience in providing end-user phone support for current PC desktop and application software.
Extensive hands-on knowledge/experienced with: Windows 7/Windows 10, MS Exchange, MS Office 2016 (Word, Excel, Access, and PowerPoint), Lotus Notes, Familiarity with any backup hardware and software, basic knowledge of LAN / WAN fundamentals incl. TCP/IP, FTP, SMTP
Bachelor’s degree or equivalent degree preferably in computer sciences or related field required. Bachelor of Science (B.S.) degree in computer sciences, information technology or related field from 4-year College or university preferred.
Licensing or Certification Requirements: Microsoft Certified Systems Engineer certification preferred but not a prerequisite.
Knowledge, Skills, and Abilities:
Ability to resolve simple to moderately complex problems involving equipment or software failure.
Ability to quickly learn new technology and a motivation to expand knowledge and responsibilities.
Ability to provide technical support for off-site users over the phone.
Excellent communications, analytical, problem solving, and time management skills required.
Ability to define a problem, collect data, establish facts, draw valid conclusions, develop a plan to solve the problem, and effectively implement the plan.
Physical Demands: While performing the duties of this job, incumbent is constantly required to sit; use hands to handle and feel; frequently required to stand and walk; must occasionally lift and/or move up to 50 pounds, including PCs, printers, and other computer-related equipment. Frequent communication by telephone so must be able to speak clearly and hear well. Vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus and to work constantly on a computer.
Work Environment: Corporate casual office environment. Frequent travel (up to at least 2 trips to Vantage Foods site at Carnegie) to remote sites and/or training. Work hours may include occasional late evening and/or weekends to support new rollouts, upgrades or special projects. On call as needed, 24/7 hours in case of emergency.
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