IT Technician

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Location

Chelsea, MA, United States

Summary

The IT Technician provides first line IT Helpdesk support to internal and remote users.   This individual manages user’s requests from the IT Helpdesk system, assisting them with, hardware, software, and mobile device issues. Creates and responds to requests for technical support via the IT Helpdesk system and hotline.  Installs, modifies, and makes minor repairs to computer hardware and software systems, and provides technical assistance and informal training to system end users.

Full Description

The IT Technician provides first line IT Helpdesk support to internal and remote users.   This individual manages user’s requests from the IT Helpdesk system, assisting them with, hardware, software, and mobile device issues. Creates and responds to requests for technical support via the IT Helpdesk system and hotline.  Installs, modifies, and makes minor repairs to computer hardware and software systems, and provides technical assistance and informal training to system end users.

*Essential Duties and Responsibilities include the following. Other duties may be assigned.

  • Maintains, analyzes, troubleshoots and repair computers, peripherals and printers.
  • Installs upgrades and troubleshoots all Windows/MAC Operating Systems and corporate approved Windows/MAC compatible applications.
  • Ensures IT Helpdesk system is monitored at least every 15 minutes.
  • Provides first line technical support via IT Helpdesk, phone or email.
  • Ensures all activated IT policies, SOP’s and work instructions are read and understood by end users.
  • Maintains and troubleshoots network connectivity as assigned.
  • Initiates, monitors and manages issues that require escalation..
  • Logs all end user support requests in the IT Helpdesk system.
  • Logs all software and hardware issues detected in the IT Helpdesk.
  • Must be able to meet required response times for IT Helpdesk requests via email of one hour during business hours (7am-7pm EST) and two hours after business hours and on holidays, unless prior notice of unavailability has been given to management.
  • Conducts IT asset inventory as necessary.

Education and/or Experience:          

  • Associates degree or technical school graduate required.
  • Bachelor’s degree in Computer Science, Computer Information Systems or related field preferred.
  • Minimum of two years technical support experience within a Microsoft Windows environment

Supervisory Responsibilities:   None

Qualifications:

  • Takes ownership of end-use issues and is proactive when interaction with end users to resolve issues.Maintains a high degree of customer service for end user requests while adhering to all IT policies and SOP’s.

Computer Skills:

  • Must possesses solid technical skills of computer networks (TCP/IP), hardware and Windows and MAC OS; Microsoft Office and related business applications.

Certificates, Licenses, Registrations:

  • CompTIA A+ Certification preferred
  • ITIL Certfication preferred

Other Skills and Abilities

  • Performs duties independently in a highly dynamic fast-paced business environment.
  • Responds promptly to client needs.
  • Demonstrates attention to detail.
  • Excellent written and verbal communication skills.

Physical Demands:

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

  • The hours for this position will be based on the assigned shift; 7am-3:30pm, 8am-4:30pm, 9am-5:30pm, and 10am-6:30pm (with a half -hour lunch).
  • Some weekends or holidays may be required. Position requires being accessible via company issued mobile device. 

Work Environment:

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

No specific work demands.

*To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.