IT Support Technician

The IT Support Technician provides first-level technical support for computer systems network equipment servers and end users. This position performs routine maintenance basic diagnostics hardware installation and repair user-account administration and troubleshooting to help ensure reliable technology services across the organization.

Position Summary

Under the direction of the Chief Technology the IT Support Technician (Level 1) responds to technology support requests resolves desktop and hardware issues assists with network and server maintenance and documents all work performed. The ideal candidate has strong customer-service skills practical knowledge of PC hardware and Windows environments and the ability to diagnose and resolve common technical problems efficiently.

Essential Duties and Responsibilities

Perform minor repairs to computer hardware peripherals communication connections and related equipment.

Install configure test repair replace and maintain desktop computers laptops printers monitors mobile devices and other technology equipment.

Perform routine software updates operating-system updates security patches and basic system maintenance.

Provide first-level hands-on support for desktop classroom office and end-user technology issues.

Respond to technical questions and support requests by phone email ticketing system remote support tools or in person.

Troubleshoot hardware software network-connectivity printing account-access and peripheral-device issues.

Assist with creating modifying disabling and deleting network user accounts and access permissions according to established procedures.

Monitor maintain and provide basic support for servers network hardware and other IT infrastructure.

Assist with the installation configuration and troubleshooting of routers switches wireless devices and network connections.

Conduct basic diagnostic testing to identify the source of technical problems and escalate complex issues when appropriate.

Document work requests diagnoses repairs equipment replacements configurations and resolutions in the organizations ticketing or asset-management system.

Execute assigned work requests in accordance with manager department and client priorities.

Monitor troubleshoot report document and resolve production-related issues to help maintain high system availability during system and application changes.

Maintain an organized inventory of technology equipment replacement parts and assigned assets.

Follow established technology policies security practices data-privacy requirements and change-management procedures.

Contribute to team projects technology deployments equipment refreshes and other departmental initiatives.

Perform other duties as assigned.

Knowledge Skills and Abilities

Knowledge of computer hardware software operating systems networking fundamentals and data-processing techniques.

Knowledge of network facilities network operating systems security software and basic performance-monitoring and capacity-management tools.

Comprehensive knowledge of PC hardware installation repair testing maintenance and troubleshooting.

Ability to recognize analyze troubleshoot and resolve common computer network and system problems.

Ability to provide clear courteous and effective technical assistance to users with varying levels of technology experience.

Ability to prioritize multiple support requests and complete work accurately within established timelines.

Ability to maintain accurate documentation service records asset records and support tickets.

Ability to work independently on routine assignments and collaboratively as part of a technology support team.

Ability to follow technical procedures security protocols and supervisor direction.

Strong verbal and written communication customer-service organizational and problem-solving skills.

Required Qualifications

High school diploma or equivalent required; associate degree technical certification or coursework in information technology computer support networking or a related field preferred.

One to three years of experience providing desktop help desk field or technical support preferred.

Experience installing configuring repairing and troubleshooting desktop and laptop computer hardware.

Experience supporting Microsoft Windows operating systems and common productivity software.

Familiarity with Windows Server 2016 including basic user-account and system-administration tasks.

Familiarity with routers switches network cabling and basic wired and wireless networking concepts.

Ability to lift and move computers monitors printers and other technology equipment as needed.

Preferred Qualifications

CompTIA A Network Microsoft or comparable technical certification.

Experience with Active Directory user and group management.

Experience using help desk ticketing remote-support asset-management or endpoint-management systems.

Experience supporting technology in an education nonprofit government or multi-site environment.

Familiarity with cybersecurity best practices endpoint protection backup procedures and access-control principles.

Working Conditions

This position requires regular movement between offices classrooms work areas or campuses; frequent use of computers and technical tools; and occasional lifting carrying and installation of technology equipment. The employee may be required to work outside standard hours during system maintenance technology deployments emergencies or high-priority outages.

Required Experience:

IC