Title:  IT Technician

JOB SUMMARY

The IT Technician provides support to end users for hardware and software problems and inquiries. This role identifies, researches, and resolves technical problems; responds to submitted tickets, telephone calls, email, and personnel requests for technical support; documents, tracks, and monitors problems to ensure timely resolution, and maintains existing IT systems and spaces, per company processes and standards. This role serves as the link between external IT support and end-users, as well as performs general administrative tasks that help to ensure the smooth functioning of the organization’s computer systems.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Responsible for end-user support, assistance, and training on Windows and Apple devices. 
• Inventory, configure, maintain, troubleshoot, and repair computer and peripheral hardware, PC operating systems, application software, and other property specific technology and devices.
• Create and maintain documentation for end-users and for internal IT team on various systems and processes.
• Assist with configuration, support, and maintenance of IPTV system.
• Install and configure new workstations, printers, and cell phones.
• Install and configure desktop Cisco phones, Five9 softphones and assist with troubleshooting SalesForce, call center applications, and integrations.
• Inventory, stock and re-order technology related office supplies such as toner for printers, keyboards, mice, and cables.
• Maintain current inventory of PC’s, peripherals, cell phones, printers, network switches, and servers.
• Order and maintain license and support documentation for computer and peripheral hardware, PC operating systems and application software.
• Assist in the support and maintenance of AD and O365 user account information including permissions and group assignments.
• Assist in maintenance and troubleshooting of LAN communications.
• Assist in the setup, installation, and organization of server and communication equipment.
• Assist in testing and troubleshooting network infrastructure throughout the facility
• Prepare regular reports for internal leadership.
• Maintain cleanliness and standardization of facility IDF closets.
• Clearly communicate issues and resolutions to both technical and non-technical staff, of all levels.
• Other duties as assigned.

REGULATORY

EDUCATION AND EXPERIENCE

• Bachelor’s degree (B.A.) in management information systems or a technical field from a four-year college or university preferred, with 1-2 years’ experience or equivalent combination.
• Additional skills or knowledge in networking, Micros POS systems, Five9, or IPTV are a plus
• Candidates should also possess a focus on customer service with strong written and verbal communication skills, being able to work independently, and have a clear understanding of how to prioritize the needs of the business.

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

• The employee will be required to sit for extended periods of time
• While performing the duties of this job, the employee may also be required to stand: walk; use hands to finger reach, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear.
• The employee may be asked to occasionally lift up to 25 lbs.
• The employee may be required to work nights, weekends, and holidays
• The noise level in the work environment is moderate