SUMMARY:
The IT technician provides onsite and remote supportand maintenance of the Institute for Family Healths computing environment and this includes: installing, diagnosing, repairing, maintaining, and upgrading all hardware, business software and equipment to ensure optimal computing performance. The IT technician responds to issues or problems in a timely manner, and provides business user assistance documenting the process from inception to completion and within established service level agreements.
RESPONSIBILITIES:
- Onsite and remote support of computer hardware, operating systems, networks, and applications at various Institute locations
- Provide a positive, high level customer service experience to the Institutes business community. Respond quickly and completely to user or IT infrastructure issues
- Install and configure computer desktops, laptops, printers, mobile devices and applications
- In-depth technical skills of Microsoft Windows 11 and the Microsoft Office suite
- Extensive experience troubleshooting and resolving computer and network issues both remotely and onsite
- Participate in the implementation and testing of new hardware and applications
- Experience with an IT ticketing system and processing Incidents and Requests through their lifecycle and according to established service level agreements
- Creates documentation for publication on the IT Knowledgebase
- Maintains IT assets as part of an asset management program
- Excellent problem-solving skills
- Follows and enforces company policies; calls attention to actions that may violate policies and procedures
- Team player, well organized, self-motivated, and committed to achieving goals.
- Availability to occasionally work after hours or on weekends in support of company or IT projects
- Excellent customer service skills with both internal and external customers
- Provide assistance on the Helpdesk occasionally
- Desire to continually learn new technologies and products
- Demonstrate good attendance and remain punctual
- Other duties as assigned
SKILLS:
- Extensive experience troubleshooting and resolving computer and network issues both remotely and onsite
- Ability to use, troubleshoot and repair office applications, such as Microsoft Word, Outlook, Excel, and web-based applications independently
- Knowledge of IT Operations and best practices in a business environment
- Advanced ability to identify and troubleshoot network issues such as connectivity, performance, name resolution, or cabling
- Ability to both create and follow documentation to resolve technical issues
- Must be capable of keeping work areas neat, well organized, and accessible
- Ability to track issues assigned, document resolution, and follow up with users is required
- Ability to manage time well and stay accountable with assigned action items
QUALIFICATIONS:
- A.S. or B.S. in technical field or a relevant combination of education and technical experience required
- CompTIA A+ ( Extensive experience may be considered in lieu of certification) required
- 2+ years of experience working in a professional environment required
- Valid drivers license and car required
- CompTIA Network+ preferred
- Certification in related subject matter preferred
- Bi-lingual Spanish preferred