IT Support Technician

JOB DESCRIPTION:
The primary purpose of the IT Support position is to provide remote and direct desktop support for customers throughout the institution. An IT Support technician provides analysis of business, processes, and management problems in terms of system and customer-department requirements and acts to remediate issues at the desktop and system level.
Assists customers and customer departments' support personnel in resolving complex hardware, software, integration, and operating system-level problems in the desktop environment including but not limited to: on-site asset installation, problem diagnosis/resolution and advisory information in the use of desktop assets. Performs refresh functions as assigned. Resolution of issues may include operating system programming, software configuration, and hardware adjustments.
Identifies problems, applies optimum solutions and communicates the resolutions to the customers, management and other support personnel. This includes independently making recommendations on additional hardware and software within institutional guidelines to meet unique customer needs.
Participates in project assignments as needed within an operational environment. Maintains project flow and is responsive to institutional needs.
Owns assigned issues, maintains complete, accurate and up-to-date incident tracking information via institutional incident ticketing system through the lifespan of assigned issues, escalates to appropriate support departments where appropriate and follows up with those departments until a solution is found and customer satisfaction has been determined.
Provides on-the-job training to co-workers in the handling of routine requests and coordination duties.
REQUIREMENTS:
High School Diploma
CompTIA A+ Certification
Microsoft Certified Professional
Apple Certified Macintosh Technician
Experience with mainframe, microcomputer and LAN support services
Experience working in an IT support call center environment
Experience working in a trouble-ticket IT support solution environment
EEO/M/F/V

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