IT Support Technician

Position Summary

The primary duties consist of supporting user issues, configuring new and maintaining existing desktop & laptop computers, peripherals, and installing software.  This position will also assist and lead in small projects, as appropriate.  Additional responsibilities could be added that are consistent with the successful candidate’s level of experience.  This position reports to the Information Technology Manager at the Rochester corporate location.

Essential Job Functions and Accountabilities

Duties and Responsibilities:

• Configure and / or reimage desktop and laptop computers
• Provide timely and quality responses to user requests and problems via ticketing system
• Printer, copier and fax machine support / troubleshooting
• Maintain software license logs
• Order IT supplies & equipment
• Assist with support of users at branch locations (via phone and remote connectivity)
• Responsible for coordinating hardware, application, and software upgrade/patch roll-out plans and arranging proper disposal of obsolete equipment in accordance with company policy
• Work with Team Members and Manager to identify, document and implement process improvements pertaining to department

Other Duties, dependent upon experience and training:

• Assist in cross functional projects where applicable
• Backup to System Admins where skillset allows
• Possible travel to other supported sites, when needed and may include international travel

Knowledge, Skills and Abilities

• Strong troubleshooting and root cause analysis skills
• Strong working experience with Windows 7 and Windows 10
• Experience building and/or upgrading computer hardware
• Experience supporting end users in Active Directory environment including account management and permissions
• Ability to work independently and in a team environment, with minimal supervision
• Detail and task oriented
• Ability to communicate technical topics to non-technical personnel
• Previous experience in a customer support capacity
• Strong Time Management skills
• Strong customer service orientation
• Ability to assess when overtime is needed and the willingness to work it

Educational & Certification

• An Associate Degree is a preferred minimum, but working experience will be seriously considered
• A minimum of 2-3 years related work experience is required