IT Technician- Job Description
The IT Technician is a technical operations role, where you will be expected to providing basic end-user and workstation support, including related software and peripherals, under supervision.
An IT Technician relies on their ethics and judgment in upholding service level agreements (SLAs), as well as follows pre-established procedures and instructions, to identify, research, and resolve technical problems reported via service request.
Essential Duties and Responsibilities :
- Under supervision, perform triage, prioritization, escalate, and resolution of support requests.
- Take ownership until resolution of and provide regular updates on service requests to end-users.
- Create and maintain knowledgebase documentation, written in a manor to be understood by end-users.
- Provide support to other IT team and end-users, as part of an ITIL service desk environment, including provisioning new workstations and peripherals and facilitating hands-on or remote screenshare assistance.
Key Skills, Knowledge, and Qualifications :
- Under supervision, perform triage, prioritization, escalate, and resolution of support requests.
- Take ownership until resolution of and provide regular updates on service requests to end-users.
- Create and maintain knowledgebase documentation, written in a manor to be understood by end-users.
- Provide support to other IT team and end-users, as part of an ITIL service desk environment, including provisioning new workstations and peripherals and facilitating hands-on or remote screenshare assistance.
Personal Qualities :
- Self-motivated, proactively reporting on status and tasks to team and department leadership.
- Strong interpersonal, verbal, and written communication skills.
- Ability to operate in a rapidly changing environment with urgency, ownership, and accountability.
- Ability to accurately prioritize work items, make sound judgments, work to improve the customer experience, and get the right things done.
Physical / Mental Requirements for the Job :
- Prolonged periods of sedentary movement.
- May be requested to work overtime and weekends if deemed necessary.
- Must be able to lift at least 20 pounds.
- Certain management positions might be required to occasional travel.
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