IT Support Technician

The IT Support Technician is the first point of contact for employees (users), ensuring the security and integrity of computer operations and data in accordance with the IT department's strategic plan.

Essential Functions

To perform this job, an individual must be able to perform each essential duty. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• Demonstrates basic technical understanding of Microsoft Office 365 products, including the Productivity Suite (Outlook, Word, Excel), as well as SharePoint and Teams
• Communicates clearly and effectively to correctly identify user issues and appropriately explain technical information to technical and non-technical users across all levels of the organization
• Installs and configures computer hardware, operating systems, and applications, including laptops, desktops, printers, copiers, phone systems, tablets, and other mobile devices, networked manufacturing equipment, and peripherals
• Assists staff face-to-face, via email, or via Microsoft Teams or other remote support applications to set up systems or resolve issues
• Troubleshoots technical issues as a first point of contact
• Logs all incidents and service requests in the Help Desk ticketing application; timely recording of new incidents, troubleshooting activity, and resolution or escalation steps
• Manages Helpdesk tickets; planning and prioritizing systematically to minimize backlog and ensure operational efficiency
• Provides technical assistance to project teams and undertakes technical project roles when required
• Provides technical support by identifying, investigating, and resolving users’ problems with computer software and hardware; escalates complex issues to higher-level support when appropriate
• Collaborates with employees to research and resolve problems
• Collaborates with the global IT team
• Arranges outside service by software or hardware vendors to repair or replace defective products
• Maintains knowledge of technology innovations and trends; quickly learns new hardware and software as appropriate
• Follows verbal and written instructions; reads and accurately interprets technical specs and instructions, online tutorials and support articles
• Exercises sound judgment in selecting and implementing support recommendations to minimize unnecessary downtime; exercises appropriate discretion and spending in line with established guidelines and authority limitations
• May manage security activities, including the operation of lobby access systems, badge systems, video security systems, and other access controls
• Performs other related duties as assigned
• Occasional domestic travel by air and/or ground transportation (including overnight travel) may be required