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IT Hardware Technician I

Department

Service and Support

Reports to

Assistant Service Delivery Manager

General Summary

The IT Hardware Technician I is responsible for handling first level support of service requests.  This relates to all technology, to include: workstations, printers, networks, and vendor specific hardware and software.

Essential Duties and Responsibilities
  • IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
  • Basic to intermediate technical support at the network level.
  • Basic to intermediate remote access solution implementation and support: VPN, Terminal Services, and Citrix
  • System documentation maintenance and review in ticketing system
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Additional Duties and Responsibilities
  • Improve customer service, perception, and satisfaction
  • Fast turnaround of customer requests
  • Ability to work in a team and communicate effectively
  • Work with the Asst. Service Delivery Manager to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
  • Escalate service requests that require higher level support
  • Responsible for entering time and expenses in ticketing system as it occurs
  • Understand processes in ticketing system by completing assigned training materials and blueprints on the ticketing system training module
  • Enter all work as service tickets into ticketing system
  • Attend and participate in regularly scheduled team meetings
  • This position may require being on-call 24×7 at times to address alerts generated by network monitoring system to ensure timely response to critical off-hour client related issues.

Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as requested to meet the ongoing needs of the organization.

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Basic understanding of operating systems, business applications, printing systems, and network systems
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
  • Diagnosis skills of technical issues
  • Ability to multi-task and adapt to changes quickly
  • Technical awareness: ability to match resources to technical issues appropriately
  • Service awareness of all organization’s key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast moving environment
Certification Pre-requisites/Requirements
  • A+ Required
  • Network+ or Security+ Preferred
Education/Experience
  • Two years of computer systems or network related experience.
Physical and Other Requirements
  • Substantial periods of work utilizing a computer, monitor, keyboard, and mouse
  • Must possess mobility to work in a standard office setting and to use standard office equipment, including a computer, monitor, keyboard, and mouse
  • Stamina to maintain attention to detail despite interruptions
  • Vision to read printed materials and a computer screen
  • Hearing and speech to communicate in person and over the telephone
  • Possess reliable transportation to work outside of standard work hours when needed
  • Capable of lifting up to 50 pounds (from time to time)
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