Description
Job Title: IT Support Technician
Reports To: The IT Support Technician will report to the Client Services Supervisor, Client Services Manager, IT Supervisor/Manager, or equivalent leadership.
Job Overview:
The IT Support Technician performs duties that include being a reference point for all IT related queries at the user level, responding to user needs in a timely manner and ensuring the optimal running of all systems, among other technical duties. This position is focused on problem-solving using a high level of technical skill.
Overall, this position continuously offers the highest level of service to all client and SPS employees while maintaining a professional image of the company by providing prompt, courteous and efficient service.
Duties and Responsibilities:
- Analyzes issues and formulate solutions.
- Troubleshoots system, application and hardware issues.
- Ensures customer is updated on ticket progress.
- Works directly with customers to solve problems.
- Utilizes internal IT Knowledge Base to both provide and find solutions to known issues.
- Uses external information to research and resolve issues when needed.
- Consistently updates the ticket tracking system with status and fixes.
- Properly escalates issues to necessary parties as required.
- Performs routine system maintenance on laptops and desktops.
- Tracks computer assets according to organizational standards.
- Performs backups and restores.
- Performs configuration of hardware including drives, network interfaces, memory, processors, and peripherals.
- Performs installation and configuration of software including operating system, patches, and 3rd party products.
- Maintains established computer standards and participate in testing new standards
- Proactively seeks out additional work during downtime.
- Builds professional relationships with customers and other teams.
- Maintains professionalism and composure when interacting with all employees.
- Trains back-up and providing guidance on policies and procedures.
- Determines what additional support is needed when handling sensitive inquiries.
- Provides exceptional customer service to client.
- Provides reception or concierge (front of office) or mail (back of office) coverage as needed.
Competencies:
- Strong verbal and written English communication skills.
- Exemplary communication and follow-up skills.
- Knowledge and application uses for Mac and PCs.
- Hardware and Software knowledge/skills.
- Very strong technically, fix and handle more issues internally, engages with our vendors to schedule repairs, when necessary, continually visits the assigned spaces ensuring all equipment is up and running, willing to work after hours when sporadically asked.
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