IT Support Technician I

Job Description

Job Description

The IT Support Technician I position is responsible for responding to level 1 IT tickets as they arise. They will identify, escalate, and support the resolution of level 2 and higher IT tickets as needed.

They will support IT projects as assigned.

Key Responsibilities

RESULTS

Critical 55%

• Supports company personnel with their computer needs by responding to company Help Desk tickets and requests.
• Responds to and performs the initial troubleshooting of all installed applications and PC hardware.
• Performs efficiency upgrades as needed for deployed PC’s.
• Assists in maintaining a secure network by implementing the proper security settings when assigned. This would include user and group security, login scripts, and overall PC security.

Productivity / Job Knowledge 20%

• Maintains computer hardware by performing installations, upgrades, and decommissioning of hardware and software for IT systems.
• Supports the maintenances of accurate inventory and asset tracking for all IT related systems including computers, computer components, computer software, printers, displays, mobile devices, accessories and technical equipment.
• Executes level 1 cybersecurity and cyber defense procedures to ensure anti-virus, anti-phish, and anti-intrusion policies are followed.
• Trains users to use new or modified equipment and supported applications.
• Prepares user’s PC for deployment to include installing and configuring the operating system according to company standards.
• Configures, deploys, and sets up users' IT-related work stations.
• Supports projects and tasks as assigned by management.

Dependability 15%

• Demonstrates a good attendance record; is aware of the impact that missing work will have on the customer as well as co-workers.
• Completes goals / projects on time or ahead of schedule.
• Responds to work assignments and requests by being cooperative and available.
• Follows through and meets commitments.
• Available as a resource to subordinates and / or peers.

Safety 10%

Follows safety procedures, protocols, policies, and adheres to all SAFESTART concepts, and acts when others are not holding themselves accountable.

Total 100%

CORE VALUES

Act Like an Owner. 20%

• Leads by example and takes ownership in everything you do and or say.
• If you see something, say something and follow through until it's right.
• Treats others with respect and kindness.

Be Interested. Stay Interested. 20%

Isn’t complacent. Seizes opportunities to learn by participating in activities to increase understanding.

Create Change. Start With Yourself. 20%

• Asks "why", is open-minded, and challenges the status quo.
• Leads and supports changes for the sake of improvement.

Seek New Perspectives. 20%

• Seeks new perspectives from all available sources to challenge your own, and brings them into your decision making process.
• Involves all stakeholders in making decisions. Is open to input from all sources.

Fail Fast. Learn Fast. 20%

• Considers long and short-term outcomes when making decisions.
• Is fearless.
• Readily admits mistakes.

Total 100%

Requirements

Qualifications and Essential Skills :

• Associate’s degree in information systems, or related field; or a minimum of two (2) years of experience in information systems.
• Proficient in installing and maintaining Windows operating systems, specifically Windows.
• Proficient in installing and maintaining the Microsoft Office Suite and Office 365.
• Experience and knowledge of the following software and systems : Windows, Office 365 (Word, Excel, PowerPoint).
• Ability to explain technical information to non-technical users in a friendly and helpful manner.
• Organized and structured in approach to work.
• Excellent communication and documentation skills.
• Customer service oriented.

Physical Requirements :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

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

Regularly required to sit and interface with computer systems while maintaining a high level of concentration. While performing the duties of this job, the employee is regularly required to talk and hear.

The employee is occasionally required to use hands / fingers to handle or feel. The employee is occasionally required to stand, walk, reach with hands and arms, and stoop, kneel, or crouch.

The employee must occasionally lift and / or move up to 25 pounds of files or supplies. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.

Work Environment :

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

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

The noise level in the office work environment is usually quiet. Employee may be exposed to shop environment while distributing documents to shop area.

When on shop floor, employee will be required to wear safety glasses at all times, steel-toed footwear and ear protection when job demands presence in areas outside safety zones, and gloves when handling material.