POSITION DESCRIPTION:

• In this role, under the direct supervision and with mentoring and guidance, the IT Support technician provides remote technical support to end users of company workstations, personal computers, hardware, software, peripherals and mobile/cellular devices.
• You will respond to standard questions, issues and problems reported via phone, chat or tickets.
• May investigate and respond to standard requests for information as well as IT issues, questions and problems.
• Assignments are directed at gaining experience in basic techniques and procedures for handling service, issues, questions and problems arising in the day to day use of individual workstations, computers, hardware and software.
• Ideal candidate will be versatile, enthusiastic to work in highly flexible, team-oriented environments that have exceptional communication, analytical and organizational skills.

Responsibilities:

• Provides remote technical support for standard configurations of workstations, personal computers and associated hardware and software.
• Troubleshoots standard software and hardware questions, issues, problems and failures via telephone, chat or tickets.
• Identifies complex issues, questions and problems and refers them to more senior staff or other IT groups for investigation and resolution.
• Screens, diagnoses and resolves or refers specific assigned inquiries and work requests received via phone, chat or tickets related to maintenance of personal computers, workstations, software and associated hardware; refers those requests to appropriate IT staff for resolution.
• May work with other members of the staff to resolve more complex matters.
• Works to develop an understanding of standard issues, questions and problems with standard workstations, personal computers, software and associated hardware and the resolutions to those matters.
• Follows policies, procedures and standards in responding to end user requests and providing end user support.
• Documents and reports all service requests and their outcome, following standard procedures and practices.
• Performs other responsibilities associated with this position as may be appropriate and assigned.

Qualifications:

• Provides remote technical support for standard configurations of workstations, personal computers and associated hardware and software.
• Troubleshoots standard software and hardware questions, issues, problems and failures via telephone, chat or tickets.
• Identifies complex issues, questions and problems and refers them to more senior staff or other IT groups for investigation and resolution.
• Screens, diagnoses and resolves or refers specific assigned inquiries and work requests received via phone, chat or tickets related to maintenance of personal computers, workstations, software and associated hardware; refers those requests to appropriate IT staff for resolution.
• May work with other members of the staff to resolve more complex matters.
• Works to develop an understanding of standard issues, questions and problems with standard workstations, personal computers, software and associated hardware and the resolutions to those matters.
• Follows policies, procedures and standards in responding to end user requests and providing end user support.
• Documents and reports all service requests and their outcome, following standard procedures and practices.
• Performs other responsibilities associated with this position as may be appropriate and assigned