IT Technician

Position Summary

The IT Technician performs initial triage and attempts resolution of computer hardware, network and telephony related incidents reported to the Help Desk, and is responsible for documentation and coordination of issue resolution with other IT teams and vendors. S/he develops and maintains methods, and procedures for the effective management and control of the help desk function. IT Technicians are technical professionals, able to work independently and provide exemplary service in a fast paced environment.

Principal Accountabilities

• Manages the hardware life cycle. Procures, configures and installs new desktop computers, laptops, peripherals and mobile devices as required for new and existing users. Supports and repairs existing devices. Receives, tracks and disposes of out-of-service hardware in accordance with established policy and procedure.

• Provides support to VOIP and POTS based phone systems.

• Maintains clear documentation and status of reported problems within IT project/problem tracking systems and within associated vendor tracking systems.

• Installs and configures desktop/laptop computer software using standard procedures.

• Develops and recommends procedural changes to improve departmental and organizational efficiency.

• Works with and coordinates vendors to troubleshoot and resolve issues.

• Tracks inbound and outbound hardware inventory. Maintains inventory of equipment available for re-use as required.

• Establishes project timelines, communicates status, oversees user testing, and writes training materials as required.

• Oversees small and intermediate sized projects.

• Guides end users through troubleshooting procedures; develops troubleshooting scripts for the help desk.

• Researches, evaluates and provides recommendations to management on software and hardware being considered for use by Compassus.

• Writes, reviews and collaborates on documents written by others that describes installation and operating procedures.

• Trains end users or technical support staff in a classroom environment and using Webinar and remote control software in use and support of hardware, software and telephony platforms.

• Performs testing of upgrades and enhancements.

• Maintains strict privacy standards when handling sensitive company data accessed during operational duties.

• May involve infrequent travel in conjunction with satellite office support requirements.

• Participates in the Help Desk on-call rotation.

• Performs other duties as assigned.

Education and/or Experience

• Minimum of 1 year experience in technical support with strong technical troubleshooting and problem diagnosis skills.

• A degree or diploma in Computer Science or a related field is a plus.

• Industry Certifications preferred, such as ITIL, Network+, A+, Security+, Microsoft Technology Associate (MTP), Microsoft Certified IT Professional (MCITP), Microsoft Certified Desktop Support Technician (MCDST), VMware Certified Associate (VCA), and/or Cisco Certified Entry Networking Technician (CCENT).

Computer Skills

• In depth knowledge of Desktop Operating System deployment, configuration, and administration.

• Working knowledge of Windows Server technologies (Exchange, Terminal Server, Active Directory, etc.)

• In depth knowledge of Microsoft Office applications and configuration.

• Working experience with network configuration and troubleshooting including but not limited to DHCP, LAN, WAN, DNS, IP routing.

• IP and POTS Telephony administration, configuration and troubleshooting experience (ShoreTel, VCE, Nortel/Avaya).

• Experience supporting and troubleshooting enterprise software/hardware including Audio Visual, projection and CCTV systems.

Other Qualifications

Maintains a professional demeanor and appearance. Is self motivated and dependable. Must be high integrity, including maintenance of confidential information. Strong service oriented attitude a must.

Compassus, including all Compassus affiliates, complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, or sex. Compassus, including all Compassus affiliates, does not exclude people or treat them differently because of race, color, national origin, age, disability, or sex.

#LI-DM2