Technology Support Technician

DescriptionJob Summary

The Technology Support Technician's role is to ensure all business partners have reliable, secure, scalable, and repeatable technology solutions that enable users to get connected/stay connected to business systems.

The incumbent will also seek to have a broader role in the business success by being involved in strategic marketing functions. Our standard work hours are from 8:00 A.M. to 5:00 P.M., with a one-hour lunch period however, the work hours are based on the projects, deadlines, and schedules of internal customers. Work may require travel to builders/vendors, Gosiger events, and tradeshows.

Essential Responsibilities and Accountabilities:

Be a part of the Technology Support Teams' response to end user support and help requests (primary), Assigned projects and client facing initiatives, Audits of systems and licenses, crisis and triage response.
Take part in creating a positive users experience for our business partners and work to deliver this consistent experience with the Technology Support Team.
Assist with documentation for help requests.
Follow best practice processes and procedures.
Take initiative to help the Technology Support team arrive at a speedy resolution.
Field incoming help requests from end users in a courteous manner while building rapport.
Escalate problems (when required) to the appropriately experienced technician.
Maintain parts and asset inventory.
Maintain and update all records for computer hardware.
Count all consumable and asset inventory regularly and ensure we maintain appropriate stock levels.
Report discrepancies between physical counts and computer records
Distribute and stock consumable and asset inventory.
Enable smooth employee transitions through effective onboarding and offboarding procedures.
Deploy IT hardware to new employees on the date of hire or be sure the equipment is shipped in time for the users first day of employment.
Setup the proper computer for the user to conduct their job.
Setup the cell phone for the user (if needed)
Schedule time to provide the user a brief overview of the computer and the Technology Support Team
Identify and communicate equipment to be returned at termination and receive into inventory appropriately.
Follow proper onboarding and offboarding technical procedures for accounts and software.
Take part in putting the Help Desk out of business.
Shift to a proactive approach wherever possible
Be forthcoming with trends for ways to prevent future problems.
Follow documentation and make recommendations on faster/easier ways to be efficient in solving end user issues.
Be Ready to assist and help all team members in IT when needed or necessary.
Commitment to ongoing personal and professional development through training and coaching
Based on business need, assists, supports and/or performs other job functions within department or other work areas within scope and ability.

QualificationsEssential Qualifications:

College diploma or university degree in the field of computer science [or equivalent field] and/or 3 years equivalent work experience.
Knowledge of computer hardware, including system boards, drives, and peripherals.
Experience with Microsoft desktop operating systems.
Extensive application support experience.
Working knowledge of a range of diagnostic utilities.
Good understanding of the organization’s goals and objectives.
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Strong documentation skills.
Ability to conduct research into a wide range of computing issues as required.
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly language.
Highly self-motivated and directed.
Keen attention to detail.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation.
Experience working in a team-oriented, collaborative environment.

Working Conditions:

This position consists of sitting for extended periods of time. Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components. Lifting and transporting of moderately heavy objects, such as computers and peripherals. Occasional travel by automobile and/or aircraft.