IT Support Technician Level I

We empower our employee owners to make this a great place to work and create value.

SUMMARY: The IT Support Technician Level I is the primary point of contact for all technology related support requests for the organization. The role requires a strong customer service mindset and is responsible for demonstrating professional, educational, and efficient technical support while assisting employees.

To be successful you must possess these core value characteristics:

Trust: Clear Communication. Be committed. Accountable. Open. Honest.

Team: No "I". Do what's best. Assume the best. Be a leader. Celebrate wins.

Grit: Goal-focused. Be positive. Persevere. Show passion. Take ownership.

Growth: Lifelong learner. Forward-thinker. Self-aware. Curious. Open-minded.

ESSENTIAL DUTIES and RESPONSIBILITIES:

• Provide effective first level IT support and information to non-technical customers

• Track all IT incidents and requests within the IT Service Management Platform

• Demonstrate reliable organization, communication, and interpersonal skills

• Meet or exceed established IT Support SLAs and KPIs on IT incidents and requests

• Install, configure, and test hardware and software on new or existing devices, in accordance with standard procedures

• Participate in the maintenance, implementation, and troubleshooting of IT hardware and software

• Assist with new hire onboarding and training as it relates to user IT hardware and software

• Provision accounts and support change requests in core IT software like: Active Directory, Office 365 Admin Center, and Microsoft Azure

• Document daily processes, procedures, and technical issues to build the IT Knowledgebase

• Escalate complex or significant issues to the appropriate IT supervisor or team to assist in providing a solution

• Assist with lifecycle refresh and replacement of IT assets in a secure manner

• Ability to work with limited supervision beyond first 90 days

• Perform other duties as assigned

EDUCATION, EXPERIENCE and SKILLS:

• High School Diploma

• 2+ years of experience within Information Technology

• 2+ years in an IT Support position

• Proactive, strong problem solving, troubleshooting, and analytical skills

• Skilled in time, priority, and task management

• Possess excellent written and verbal communication skills, interpersonal skills to interact with end users and team members

• Background experience in Active Directory, Group Policy, Microsoft Windows operating systems, Microsoft 365 Applications

• Basic understanding of TCP/IP networking, computer hardware and peripherals

• Experience with Android and iOS-based cell phones and tablets

• Ability to adhere to defined processes and procedures and suggest improvements

• Experience using Service Desk ticketing systems

• Ability to balance multiple time-sensitive priorities and meet deadlines in a fast-paced, quickly changing environment

PREFERRED QUALIFICTIONS:

• 2-year technical degree or higher preferred or equivalent work and education related experience

• ITIL v4 Foundation Certification or equivalent experience

• CompTIA A+ Certification or equivalent experience

• Basic understanding of Microsoft SharePoint

PHYSICAL REQUIREMENTS:

• Prolonged periods sitting at a desk and working on a computer

• Must be able to lift up to 15 pounds at times

• Ability to travel to various divisions and worksites as needed

This is a Full-Time position with benefits. Monday through Friday. 8-hour shift - hours of work may vary according to business needs. Local travel and occasional long-distance travel may be required. On-call team rotation for outages is a requirement for this position.