IT Support Technician

IT Support Technician

• Responsible for all aspects of installation, configuration, maintenance, and delivery of all standard end user hardware and software, including Windows and MacOS devices.
• Maintain accurate inventory, assign asset tags and maintain asset management data for all end user hardware and peripherals.
• Provide frontline customer service in complex/high profile work areas, either remotely or at the end user's location, using troubleshooting and technical skills to resolve complex problems and perform maintenance tasks.
• Works proficiently with hardware and software testing tools and techniques and possesses a strong knowledge of PC/LAN communications hardware/software in a multi-protocol environment.
• Regularly serve as a technical resource for others within the organization.
• Perform password resets and administer users in an active directory environment.
• Monitor/update ticketing system and making sure tickets are addressed in a timely fashion.
• Remotely troubleshoot technical issues over the phone or through email.
• Assist supervisor to streamline daily support procedures.
• Assist with the upgrade and maintenance of software, as needed.
• Maintain and execute project plans.
• Document changes in procedures and in automation of both daily support and maintenance of systems.
• Gain experience, understanding, and expertise necessary to complete assigned tasks.
• Demonstrate the ability to research and resolve customer issues in a timely and accurate manner with minimal guidance.
• Provide regular status and progress towards milestones with one's supervisor.

• Experience with Active Directory
• Experience with VPN (IPSec/SSL) software
• Experience with Citrix Presentation Server
• Experience with Windows workstation/server operating systems and Microsoft Office Suite
• Experience with MacOS and Apple devices is a plus.
• Strong problem solving and analytical skills
• Effective communication skills
• Detailed knowledge and understanding of the relevant technologies and platforms
• Ability to function and contribute in a team environment
• Basic project management skills
• Strong customer service skills
• Strong time management skills
• Strong interpersonal skills
• Strong attention to detail
• Ability to work in fast-paced environment

• Position requires B.S. in Computer Science/related field or equivalent technical training and work experience.
• 3+ years of relevant experience. A strong knowledge of hardware, Microsoft Operating systems, Citrix Presentation Server and Windows Domains. Database experience (SQL/MSAccess) is a plus.