IT Technician/Help Desk

Essential Functions:

• Technical Support:
• Provide in-person, phone, or Teams-based technical assistance to end users on issues related to hardware, software, and network connectivity.
• Troubleshoot, resolve, and document IT-related issues with systems, applications, and equipment.
• Support the setup of new PCs and peripheral devices for employees.
• System and Network Maintenance:
• Conduct quarterly battery backup audits and configure UPS systems for proper functionality with SMTP servers and network connectivity.
• Assist with Multi-Factor Authentication (MFA) functionality across user devices.
• Monitor network connectivity through tools like Clearpass and resolve authentication-related issues.
• Assist in maintaining and upgrading office computers and network equipment as needed.
• Support the installation of network cabling and other related infrastructure.
• Account and Device Management:
• Manage and monitor user accounts through Microsoft Azure Active Directory, onsite Active Directory, and 365 admin portal.
• Track and log IT equipment issued to employees, ensuring proper documentation and follow-up.
• Research, secure, and process orders for new IT equipment based on business needs.
• Collaboration and Project Support:
• Work with IT team members on various technical projects.
• Support server maintenance to ensure systems are secure, up-to-date, and operational.

Position Qualifications:

Competencies:

• Accuracy: Ability to perform tasks with attention to detail and precision.
• Accountability: Accept responsibility and be proactive in resolving issues.
• Communication: Strong written and verbal communication skills to interact effectively with users, managers, and other team members.
• Problem Solving: Ability to troubleshoot and resolve technical issues efficiently and effectively.
• Customer-Oriented: Ability to handle user issues with patience and provide solutions that meet user needs.
• Reliability: Consistently dependable and responsible.

Skills & Abilities:

• Education:
• High School Diploma or GED required.
• Associate or Bachelor’s degree in Information Technology, Computer Science, or Engineering preferred.
• Experience:
• Minimum of 2 years of experience in IT support, help desk, or related field.
• Experience with diagnostic tools, computer systems, networks, and basic IT hardware setup and maintenance.
• Technical Skills:
• In-depth understanding of computer systems, networks, and internet security principles.
• Proficient with Microsoft 365 Admin Portal, Active Directory, and Azure Active Directory.
• Knowledge of troubleshooting network issues, VPN, and MFA setups.
• Certifications:
• Microsoft Certified IT Professional (MCITP) certification preferred, but not required.

Physical Demands:

• Physical Activities:
• Ability to lift and carry equipment up to 50 lbs.
• Frequent standing, walking, and sitting.
• Occasional bending, kneeling, and climbing to access network equipment or wiring.
• Reach and manipulate equipment at various heights and angles.
• Vision and Touch:
• Ability to see details clearly, both near and far.
• Sense of touch for troubleshooting and interacting with equipment.

Work Environment:

• Primarily office-based with occasional work in data centers or on-site locations within the facility.
• The environment may involve exposure to computers, electrical systems, and IT equipment.