support technician Kokomo, IN
Job description
SUMMARY OF POSITION:
Half customer service role and half tech position, the IT Support Technician must have a unique blend of technical IT skills and service-based soft skills. The IT Support Technician assists coworkers in resolving and/or troubleshooting IT problems in person, over the phone, Microsoft Teams or via e-mail. For complex issues, this role identifies the appropriate IT resources to provide resolution support and escalates the case as necessary. The IT Support Technician works primarily on being the first line of IT support for our workforce but will also have responsibility for projects that range from setting up new users to implementing new technologies organizationally. This position located in Kokomo, Indiana.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Diagnose Hardware and Software Issues: When something goes wrong, it is the IT Support Technician who is the first line of defense. They are responsible for performing an initial diagnosis of the issue and documenting their findings. Then, they formulate and execute a strategy to fix the issue. This pertains to the installing, configuring and trouble shooting of computers, printers, scanners, phones and other peripherals as directed by the IT Support Services Manager.
Allocation and Maintenance of IT Equipment: The IT Support Technician is responsible for setting up all hardware and ensuring said hardware is connected to the network. Employees are issued devices such as company laptops, tablets or mobile phones. It is the IT Support Technician?s responsibility to issue this equipment, as well as diagnose and repair any malfunctions.
Document and Maintain IT Inventory: Part of maintaining the health of a network involves keeping meticulous records on the age of each machine on the network. Older machines are more susceptible to hardware issues and may need more-frequent maintenance. The IT Support Technician keep track of these records and perform these maintenance routines.
Review and Resolve IT Helpdesk Requests: This is the customer service portion of the job. The IT Support Technician is the ?face? of the helpdesk. If someone from another department needs IT, it is the IT Support Technician who answers the call. This duty takes patience and good communication skills.
Prioritize and Escalate Issues as Necessary: Some issues are more pressing than others. It is up to the IT Support Technician to prioritize issues based on severity and immediacy.
Flexibility to work evening and weekend hours when necessary for special installations, implementations, upgrades, and unexpected outages.
