The primary function of the IT Support Technician position is to field incoming IT support requests from both internal and external customers, as well as provide technical expertise and input on a variety of internal and cross-functional projects.

Duties for this position include but are not limited to the support of online development, setup and integration of synchronous technologies, and advising various departments on general technology related items.

This position will also serve as a general technical support specialist during high call volume periods by taking incoming requests from various stakeholders. The work is performed under minimal supervision by the Technical Support Supervisor. Duties of this individual are performed remotely, with occasional on-site travel as customer support requirements demand.

Essential Duties and Responsibilities include, but are not limited to the following:

• Provide tier 1 Help Desk support to both internal employees as well as external commercial customers.
• Advise and help in implementation of various technologies to further the overall capabilities of the business.
• Design and support methods and procedures to encourage adoption of various IT related tools and services.
• Develop and create documentation and support materials for both internal IT staff and business stakeholders.
• Provide remote troubleshooting and resolution on hardware, application, or operating system issues.
• Work closely with other IT teams and external departments in collaborating on IT projects.
• Train other staff and stakeholders on technical issues as needed.
• Light design and programming work related to file transfers or automated scripting.
• Analyze systems, identify problems, and develop and implement effective solutions.
• Develop and recommend cost effective technical improvements across the business.
• Other duties outlined by the IT Support Manager and Technical Support Supervisors.

Minimum Qualifications:

• 2 years work experience in the IT field.
• Demonstrated success in working in a technical team environment, providing IT service and support solutions.
• Strong communication and collaboration skills.
• Ability to perform a wide variety of duties and responsibilities with accuracy and speed under pressure of time sensitive deadlines.
• Ability to multi-tasks and handle interruptions, then return to and complete tasks in a timely manner.
• Demonstrate integrity, ingenuity and inventiveness in the performance of assigned tasks.
• Ability to easily adapt to and learn new technologies.
• Maintain important records efficiently and accurately.
• Maintain confidentiality of information processed or prepared.
• Perform duties and responsibilities independently.
• Ability to coordinate, research, and analyze special projects/reports.
• Establish and maintain effective working relationships with other employees, supervisory personnel, State and local elected officials, and the public.
• Perform time management and scheduling functions, meet deadlines, and set project priorities, including following up on such functions or projects.
• Ability to perform duties with awareness of all requirements and policies.
• Must possess a positive and professional attitude with strong interpersonal skills.

Desired Qualifications (all minimum qualifications defined above, plus):

• 3+ years experience in a client-facing IT service or support related field.
• Industry and/or vendor-specific certifications.
• A background in project participation at a contributor or analyst level
• Expertise in configuring and installing business-critical tools and applications.
• Understanding of, and familiarity with, Microsoft operating systems, Dynamics and 365 suite of applications.

Technical Skills:

• Web based applications and data access mechanisms.
• Basic understanding of networking protocols and design (IP, TCP, DNS, UDP, SFTFP etc.)
• In-depth understanding of PC operating systems and software, and web-based applications
• ITSM/support request handling and management
• Windows Registry
• Firewalls and Network filtering
• Common Plugins and Browsers
• IT security best practices

Language and Communication Skills:

• Ability to compose, read, interpret and edit complex documents and correspondence and relay information to stakeholders.
• Communicate positively, professionally, and effectively to all stakeholders, both verbally and in writing.
• Follow detailed written and verbal instructions.
• Accurately proofread numerical and text data.

Reasoning Abilities:

• Ability to apply common sense understanding to execute instructions furnished in written, oral, or diagram form.
• Ability to problem-solve (ex. involving concrete variables in standardized situations, etc.)
• Use logical and creative thought processes to develop solutions according to written specifications and/or oral instructions
• Ability to analyze and interpret data

Physical and Mental Demands:

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EEO Commitment: