IT Support Technician (225-824)

As an IT Support Technician, you will play a crucial role in our organization's technology team, responsible for ensuring the smooth operation of all IT-related systems. Your expertise will be critical in managing and maintaining computer systems, troubleshooting any technical issues that arise, and providing support to our internal teams. As the first point of contact for IT issues, your communication skills will be key to diagnosing problems efficiently and providing effective solutions to enhance user productivity. You will work closely with other IT staff and will have the opportunity to expand your knowledge across various IT domains such as networking, hardware, and software applications. Your role is essential in helping to improve and streamline our IT processes, ensuring a seamless and reliable IT service experience for our employees.

Responsibilities

• Provide first-line technical support to end-users requiring assistance with IT-related issues.
• Diagnose hardware and software issues through logical troubleshooting and problem-solving methods.
• Install, configure, and maintain computer hardware, operating systems, and applications efficiently.
• Ensure all systems are kept up to date with the latest security patches and updates.
• Manage and maintain user account information including rights, security, and systems groups.
• Escalate complex issues to senior IT staff for further investigation and resolution.
• Develop and maintain documentation for IT procedures, policies, and processes.
• Provide training and guidance to end-users on the proper use of hardware and software.
• Perform routine maintenance tasks on IT systems to ensure smooth operations.
• Monitor network performance and resolve issues to ensure minimal downtime.
• Participate in IT projects and provide support as required by the IT department.
• Ensure all support requests are logged and tracked through the IT support ticketing system.

Requirements

• A degree or certification in Information Technology or a related field is required.
• Proven experience as an IT Support Technician or in a similar support role.
• Strong knowledge of computer hardware, software, and network systems is essential.
• Excellent problem-solving abilities with a keen attention to detail required.
• Effective communication skills with the ability to explain technical issues in simple terms.
• Experience with operating systems, including Windows, Mac OS, and Linux environments.
• The ability to work effectively in a team environment and under time constraints.