IT Support Technician

About IT Resource:

IT Resource is a people focused IT provider. We work with many different clients in diverse industries. We believe that people come first and seek to build strong relationships with our clients and within our organization. This position offers the ability to learn many different skills while working within a great team. Our technical team has a track record of longevity with many happy team members being here for over 15 years. We offer a flexible hybrid schedule, with several remote days and several on-site days. We keep our team happy and engaged, and if you interview with us, we believe you'll find a great opportunity with a growing company who will value you and listen to your ideas.

General Summary:

The IT Support Technician performs analytical, technical, and administrative work in the planning and installation of new and existing personal devices and workstations; diagnoses and resolves problems in response to customer reported incidents; confers with end users to determine types of hardware and software required; installs new hardware and software and maintains existing components; performs general maintenance tasks; troubleshoots and resolves issues with user devices and peripheral equipment located throughout the organization.

Essential Job Functions:

• Troubleshoot & resolve issues by analyzing, identifying, and diagnosing symptoms
• Perform root cause analysis using established processes
• Provide technical assistance with computer hardware and software to clients both internal and external
• Resolve issues for customers via phone, in person, and/or remote support
• Utilize a sophisticated ticket management system to enter and track incidents, document detailed and accurate troubleshooting steps and instructions, and communicate with the clients
• Recommend hardware and software upgrades and improvements
• Recommend procedures and controls for problem solving and issue prevention
• Provide technical advice, guidance and training to clients using hardware and software programs
• Develop documentation and checklists as necessary
• Collaborate with internal support teams and external vendors as necessary to achieve resolution of customer requests
• Maintain continual communication with customers throughout the support experience
• Maintain an accurate schedule at all times

Knowledge, Skills, and Abilities:

• Excellent verbal and written communication skills required.
• Ability to communicate to various audiences in a clear and concise manner.
• Proficiency using Customer Relations Management Systems and Content Management Systems.
• Proficiency with Microsoft Office Suite, and various web technologies.
• Ability to work independently.
• Ability to excel in a team-oriented, collaborative, and fast-paced environment.
• Minimum 3 years support desk experience in IT or technical customer support services preferred
• Ability to build rapport easily with diverse set of clients
• Strong troubleshooting and critical thinking skills

Education and Experience:

• Minimum High School diploma, technical training and certifications preferred

Physical Requirements:

• Seeing: Must be able to read computer screen and various reports. 75-100% of the time
• Hearing: Must be able to hear well enough to communicate with employees and industry contacts. 75-100% of the time
• Standing/Walking: 0-24% of the time
• Climbing/Stooping/Kneeling: 0-24% of the time
• Lifting/Pulling/Pushing: 0-24% of the time
• Handling/Grasping/Feeling: Must be able to write, type and use phone system. 75-100% of the time

Working Conditions:

This factor measures the surroundings or physical conditions under which a job must be done and the extent to which those conditions make the job disagreeable. Consider the presence and relative amount of exposure to dust, dirt, heat, fumes, contaminants, cold, noise, vibration, wetness, etc.

Good working conditions with the absence of disagreeable conditions.

Note: The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer

*If you are a positive self- motivated person, have a desire to help others, enjoy learning about new technologies, and believe there is no “I” in the word “Team” then this may be the career you’ve been looking for. We’re looking for the right person that can balance the responsibilities in this role, as well as someone with a positive attitude that can bring fun and excitement to the position.