Customer Support Technician

Job Requirements

The IT Tech I will provide technical assistance and support for incoming issues related to computer systems, software, and hardware. Respond to helpdesk tickets either in person or over the phone. Respond to email messages by customers seeking help. Install, modify, and repair computer hardware and software. Assists Information Systems Supervisor by investigating current environment, recommending solutions, and integrating standard solutions.

The following points are essential job duties. Responds to requests for assistance by providing first line response to enable callers to solve their problems. Answer help desk line and direct help desk tickets to the IT Techs to complete the open trouble ticket. Track and route problems and requests and document resolutions. Diagnose and resolve technical hardware and software issues. Research questions using available internal documentation and internet resources. Advise user on appropriate action. Identify and escalate situations requiring urgent attention in a timely manner and document. Stay current with Internal standards as it pertains to hardware configuration, requested changes and system updates through regular review of internal documentation and report any process that is found to not have documentation. Must be able to answer the help desk phone or be available for calls during normal working hours (M-F, 8am-5pm). Must be able to travel to remote locations to provide on-site support 30-50% of the time. On-call after hours support as needed – work before and after business hours and weekend shifts in addition to regular business hours on occasion