IT Services Technician
IT Services Technician
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Job Description
IT Services Technician
General Summary:TheIT Services Technician is responsible for Tier 1 end user support includingbut not limited toproviding software support diagnosing failurescommunicating remediation plans and providing status updates. Responsible fordevelopingand implementing user documentation instructions and SOPs including trainingand creating documentation the IT Services Technician will support the Zoos conservation sustainability educationand DEAI (Diversity Equity Accessibility and Inclusion) goals.
EssentialFunctions:
Primary Functions:
- Responsiblefor providing Tier 1 help desk and desktop support to the Zoo community dailyusers;
- Configures installs and supports desktop computers laptop computershandheld devices monitors portable data storagedevices and othergeneral peripherals;
- Diagnoses hardware and software failures communicates the remediationplans to users and provides status updates;
- Provides software support to users as identified by tasks includingbasic to advanced operations and general use;
- Develops end user documentation and instructions; creates resourcelibrary and develops and delivers training to end users;
- Follow industry best practices and regulations to ensure compliance;
- Responsible for maintaining business applications (POS Financialetc.) documentation and user training.
- Responsible for system and data backups including the periodic testingand review of backup requirements.
- Responsible for maintaining the confidentiality and security of allMaryland Zoo data.
- Responsible for supporting operating processes and procedures.
- Contributes to the tracking and movement of IT assets;
- Responsible for reporting onIT operational performance (e.g. network utilization password policycompliance project status);
- Escalates issues as needed to Network Administrator and or Director ofInformation Technology;
- Performs IT projects as assigned;
- Perform other duties as assigned;
- Adhere to all policies and procedures of the Zoo.
Communication (Internal and External):
- Effective communicator to ensure end user understanding and effectiveuse of technology;
- Ensure service delivery to Zoo users ensuring they are providedprofessional courteous and timely support and service
- Attend meetings and represent the Zoo on various committees as atechnical subject matter expert.
- Develop and provide training on best practices for technology use toZoo end users.
- Communicate and provide coordination with zoo business partners;
Minimum Qualifications:
Education:
- Technical School in Information Systems or related discipline preferred;
- Microsoft Certification preferred;
- A Certification will be considered in lieu of Microsoft Certification;
Experience/Training:
- Minimum 2 years of experience providing technical support including enduser troubleshooting.
- Proven ability to deliver outstanding customer service in a technicalsupport environment.
- Strong familiarity with Google Workspace application in a supportenvironment.
- Experience with Microsoft Desktop technology business applications andserver hardware management;
- Experience with networking technologies Cisco / Unifi deviceconfiguration and management and troubleshooting toinclude VoIP;
- Possession of A or other relevant certifications preferred;
- Experience with Microsoft Office.
- Understanding of radios VOIP phones analog phones and other relatedtechnologies is desirable.
- Valid Drivers License
Hospitality:
- Friendly and outgoing;
- Possess a positive and patient attitude.
Working Conditions:
- Must be able to remain active for an 8-hour shift;
- Must be able to travel large areas of the Zoo as needed;
- Must be able to work weekends;
- Must be able to work in anoutdoor weather environment in all seasons and weather includingheat/humidity coldtemperatures and/or wet conditions;
- Must be willing to travel offsite and overnight for required training;
- Ability to work an on -call flexible schedule to include weekendsholidays and special events;
- Must be able to exert up to 35 pounds of force to lift push pullcarry or otherwise move objects.
Equipment:
- Mustbe able to operate a variety of equipment including computer telephonecalculator two-way radio copier scanner fax golf cart etc.
Traits Desirable:
- Ability to communicate effectively both written and orally;
- Ability to build relationships with internal and external clients;
- Ability to investigate and analyze information and to draw conclusions;
- Ability to function effectively in a fast paced rapidly changingenvironment;
- Ability to plan organize andadapt within a changing environment requiring simultaneous management of multipleprojects;
- High level of interpersonal skills to handle sensitive and confidentialsituations;
- Ability to perform well in a team environment and/orindividually;
- Ability to work with a wide variety of individuals from ethniccultural and economic backgrounds.
Benefits:
- Weoffer an excellent benefits package including 24 days of Paid Time Off (PTO)Sick and Safe Leave and 2 paid holidays.
- Eligiblefor medical dental vision short- and long-term disability and lifeinsurance.
- 401(k)with employer match.
Disclaimer:
The statements above are intended to describe thegeneral nature and level of work being performed by employees assigned tothisclassification. They are not intended to be construed as an exhaustive list ofall responsibilities duties and/or skills requiredof all personnel soclassified. Therefore management reserves the right to revise the job or torequire that other or different tasksbe performed when circumstanceschange.
Please visit our careers page to see more job opportunities.
Required Experience:
IC
Employment Type
Full-Time
