JOB TITLE:
 

 
IT Support Technician
 

 
JOB DESCRIPTION:
 

 
The IT Support Technician will be responsible for providing remote and in-house support to employees and affiliates for a variety of technology related issues. The Technician works directly with employees and affiliates to ensure all technical support needs are consistently met and leverages upper-level engineers in escalated incidents. Due to daily and direct interaction with our employee and affiliate base, it is essential for the IT Support Technician to deliver the highest level of customer care during each and every support interaction.
 

 
ESSENTIAL DUTIES AND RESPONSIBILITIES (Other duties may be assigned.)
 

 
Customer service and Interpersonal Skills
 
? Provide excellent customer service by enthusiastically promoting and supporting our 5-Star customer service program. This includes treating all people with dignity, respect, and courteous behavior; including telephone communications, general communications, giving directions, and solving problems.
 
? Professional telephone voice and excellent customer service skills required.
 
? Must be friendly, approachable, and prepared to help employees as needed in a timely manner.
 
? Respond to all Affiliate inquiries in a courteous, professional, and timely manner.
 
? Act as first line of defense for service request tickets following established protocols.
 
? Excellent Written and Oral Communication Skills. (Technical and non-technical)
 
? Excellent Customer Interaction Skills and telephone etiquette.
 
? Take personal ownership of all reported issues.
 
? Ability to understand the organization?s long-term goals and objectives.
 
? Commitment to continuous personal and professional growth through certification programs and technical workshops.
 
? Ability to multi-task in a continually changing and fast paced work environment.
 
? Ability to communicate effectively by translating technical terms to individuals with minimal technical knowledge, to reach a common understanding and client resolution.
 
? Must be self-motivated and have the ability to complete work tasks with minimal supervision.
 
? Ability to ask questions and demonstrate professionalism.
 
? Must be very organized and methodical.
 

 
Technical Skills
 
? Create, document, and escalate issues in accordance with ticketing standards and SLAs.
 
? Provide basic level desktop/technical support (including administering and maintaining user accounts, password resets/unlocks, and email setup and support).
 
? Basic support of software and hardware deployed throughout the organization.
 
? Experience working with ticketing systems and coordinating workflow with other departments.
 
? Adhere to departmental policies for reporting and managing requests and change control.
 
? Ability to learn and follow service standards and guidelines.
 
? Answer the most commonly asked questions for defined issues and problems.
 
? Experience mounting and racking network and server hardware and network cabling management
 
? Visio Diagramming
 
? Must be willing to work any shift and participate in on-call rotation. (Days/Nights/Weekends)
 
? Heavy Lifting required (50lbs to 100lbs servers and storage equipment)
 

 
CORE QUALIFICATIONS:
 

 
Education and relative work experience:
 
? Must have 2 year academic degree or minimum 3 years relevant hands-on experience.
 
? A+, Network+, and/or Microsoft certifications are desired.
 
? Minimum 2 years of in-bound technical support/help desk experience.
 
? Ability to perform basic PC and network troubleshooting.
 
? Must have basic understanding of the fundamentals of networking technologies and theories.
 
? Ability to troubleshoot web based TCP/IP applications and services in Windows environments.
 
? Ability to use and support proprietary software and systems.
 
? Must have experience supporting a distributed desktop environment with an understanding of the client/server relationship and Internet connectivity requirements.
 
? Knowledge and experience with Cisco, Barracuda, Bomgar, Symantec, KACE, a plus.
 
Must have basic knowledge of the following:
 
? MS Productivity Suites such as Office, Project, and Visio.
 
? Windows OS including but not limited to: XP, Vista, 7, Server 2003/2008.
 
? Active Directory.
 
? Exchange 2003, 2007, 2010.
 
? MS Outlook account management (creating accounts, configure basic client-side settings)
 
? Remote Desktop and VPN technologies
 
? Desktop support (Build, configure, and troubleshoot Desktops, Laptops, and mobile devices)
 
? Networking components such as TCP/IP, routers, hubs, switches, cabling.
 
? Server hardware and configuration such as RAID/etc.
 
? Anti-X and other security applications
 
? Apache Tomcat or other Web Server software
 
? Microsoft SQL, MYSQL, or other database software.
 
? Computer Equipment Management (Install PC components, Printers, Video Cards, etc.)