IT Operations & Support Technician (225-824)

An IT Operations & Support Technician plays a crucial role in maintaining and enhancing the IT infrastructure within an organization. This position is vital for ensuring seamless operation of network systems, software, and hardware. Responsibilities include diagnosing and resolving technical issues, providing IT support to end users, and implementing improvements to network systems. The technician serves as a critical point of contact for users experiencing technical difficulties and works proactively to prevent future issues through effective monitoring and support practices. Ideal candidates are problem solvers, have strong technical acumen, and possess excellent communication skills to effectively assist users and document processes. They should stay up-to-date with industry best practices to ensure systems' reliability and security.

Responsibilities

• Monitor and maintain computer systems and networks to ensure optimal performance.
• Diagnose hardware and software faults and resolve technical issues swiftly.
• Install, configure, and update systems software, applications, and hardware components.
• Provide support to users in both hardware and software-related queries or issues.
• Document user support activities, including problem resolutions and procedural changes.
• Set up new user accounts and profiles, managing their access rights efficiently.
• Conduct preventive maintenance to minimize potential system failures or issues.
• Collaborate with IT specialists to enhance network and system functionality.
• Implement security protocols and regularly back up data to protect company information.
• Provide training and support for end-users to improve their technical skills.
• Manage IT equipment inventory and ensure all assets are recorded accurately.
• Stay informed about new technologies and evaluate their potential impact on services.

Requirements

• Associate degree in Information Technology or a related field is required.
• Proven experience as an IT support technician or in a similar role.
• Strong knowledge of computer hardware, software, and network systems.
• Excellent problem-solving skills and a proactive approach to troubleshooting.
• Effective communication skills to interact with users and document solutions.
• Certifications such as CompTIA A+, Network+, or similar credentials are advantageous.
• Ability to work independently and manage multiple technical support requests simultaneously.