IT Technician Level 1

Mission:

To-Do More Than Is Expected for Client, Community, and Employee

Our Core Values:

• Talent - Our people are our greatest asset. Our organization's future lies in our employees' hands and capabilities.
• Results - We hold ourselves to the highest standards in the industry. As a result of this, we deliver what we promise while exceeding expectations.
• Integrity - Trust & respect is earned. We are honest, respectful, and transparent in our interactions with our employees, clients, and vendors.

Position Summary:

The IT Support Technician Level 1 provides hardware and software support to local and remote users for all locations. Receives calls and requests for services through Tri-City's Ticket System. Creates an initial record of the request and resolves all tier-one end-user issues in person or virtually and escalates to the next level of support to more senior technical support employees within the IT Department as appropriate. Performs appropriate issue diagnosis and guides users through step-by-step solutions, clearly and effectively communicates technical solutions in a user-friendly, professional manner. Assists the IT Department in the pricing for any hardware, and software needs within the department. Provides support on all currently supported applications. Troubleshoots issues to determine the source and advises an appropriate action. Completes application project-based work.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Responsibilities of this position include, but are not limited to, the following:

• Respond to requests for technical assistance in person, via phone or electronically through the Ticket System
• Diagnose and resolve technical issues (hardware, software, user access, etc.)
• Perform hardware and software installations as required
• Research questions using available information resources
• Advise users on appropriate actions
• Follow standard help desk procedures and phone etiquette
• Log all help desk interactions
• Update the Ticket System at all times
• Redirect problems to appropriate resources
• Identify and escalate situations requiring urgent attention
• Apply diagnostic techniques to identify problems, investigate root causes, and recommend appropriate solutions
• Stay current with system information, changes, and updates based on current equipment and software needs
• Install, configure, deliver, tag, and remove computer hardware, software, and peripherals
• Troubleshoot computers, printers, scanners, phones, smartphones, and other peripheral devices over the phone and in person
• Maintain documentation and coordinate timely repairs and upgrades
• Appropriately maintain department files
• Assure good communication and coordination exist between Tri-City and its agencies, vendors, and the general public; provide assistance and support as needed
• Assure IT functions are followed in accordance with established standards, policies, and procedures
• Prepare reports as required
• Maintain current knowledge of relevant technologies as assigned
• Participate in special projects as required
• Assume ownership of user issues and strive to provide excellent service to all staff
• Must be able to provide support outside of regular business hours as required, including the ability to be on-call as needed
  

Other Duties as Assigned:

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. In addition, duties, responsibilities, and activities may change at any time with or without notice.

Experience and Education:

Required:

• Proficient in Microsoft Office suite of products (Outlook, Excel, Word, etc.).

• High School diploma or equivalent
• Experience with Windows-based applications and networks
• Experience installing and troubleshooting PC machines in a regulated network environment
• Ability to assess and prioritize multiple tasks, projects, and demands
• Analytical skills to identify and resolve issues
• Customer service focused
• Ability to adapt to changing priorities on a regular basis
• Knowledge of relevant call-tracking applications
• Ability to work under pressure and communicate effectively
• Well-organized with attention to detail

Preferred:

• College credit in technology-related specialty a plus
• Understand LAN and Cisco VPN environments
• Experience with Microsoft 365, Bluebeam, Autodesk products, Antivirus and security applications
• Bilingual
  

Supervisory Responsibilities:

None

Personal Attributes:

• Is in support of our Mission Statement and Core Values
• Is honest and has the highest integrity
• Sets the example for others and is above reproach
• Ability to cope with job pressures in a constantly changing environment
• Excellent interpersonal skills
• Highly self-motivated
• Extremely detail-oriented
• Positive and professional demeanor
• Ability to work effectively and efficiently under time constraints and job responsibility pressure, and stress
• Strong problem-solving and critical-thinking skills
• Can handle and manage confidential information

Physical Demands & Work Environment:

• Occasionally exposed to a variety of extreme conditions at construction job sites.
• This job operates in an indoor professional office or job site environment. May work outside in heat/cold, wet/humid, and dry/arid conditions.
• Employees may be exposed to fumes, airborne particles, moving mechanical parts, and vibration. In addition, the employee may occasionally be exposed to various extreme conditions at different work locations.
• Employees will be exposed to moderate noise (i.e., business office with computers, phones, printers, and light foot traffic).
• While performing the duties of this job, the employee is regularly required to talk and hear. This position is occasionally active and may require standing, walking, bending, kneeling, stooping, crouching, crawling, and climbing throughout the day.
• Must be able to move objects that weigh 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• This position routinely uses standard office equipment such as computers, phones, photocopiers/printers, filing cabinets, and fax machines.

Position Type, Expected Hours of Work, and Travel:

This is a full-time position. Days and hours of work vary but equate to 40 hours per week. Occasional evening and weekend work may be required as job duties demand.

Travel is primarily local during the business day, although some out-of-area and overnight travel may be expected.

Equal Employment Opportunity Statement:

Tri-City provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

EOE/APP/DRUG-FREE WORKPLACE