Position Title: IT Support Technician
Department: Information Technology
Reports to: IT Manager
Wage Range: $33.00 to $39.00
Principal Accountabilities
- Responsible for providing timely, effective user support that resolves the root causes of problems with primary focus on Production uptime.
- Provides support for systems and functions not supported by Managed Service Provider: phones, printers, thin clients, computers tied to manufacturing equipment.
- Collect information from users about problem and lead user through diagnostic procedures to determine source of problem. Escalate to MSP or Network Administrator when required.
- Provide Windows desktop support in-person and using remote control access for all company locations.
- Assist in the maintenance and administration of user workstations, laptops, printers, network equipment and wireless devices.
- Support Microsoft Office and any LOB applications.
- iPhone and other PDA setup and troubleshooting.
- Document work done in Help Desk tickets from initial request through resolution.
- Coordinate user problem resolution with other IT department staff as necessary.
- Develop and maintain system documentation regarding physical topology, equipment, environment and/or software.
- Moving desktop computing hardware, may require lifting of 50lbs or greater.
- Create articles and procedures to answer Frequently Asked Questions and to document technical solutions.
- Other duties as assigned and work as a team with other departments within the companies.
- Maintain a lean and organized work environment.
- After-hours work required, on occasion be available on-call.
Minimum Qualifications
5 years' experience in desktop support, network administration.
Organization of work for efficiency
Excellent customer service
Ability to identify problems and formulate solutions
Work well as a single resource, as well as part of a team
Preferred Qualifications
AA or AS degree in Information Technology or Computer Science
Certification in Network Administration
Certification in Microsoft application support
CompTIA A+, Network+ or Security+
FortiGate NSE4
Familiar with compliance programs; PCI, SOX, NIST
As part of our commitment to a safe and trustworthy workplace, Impact ES Vancouver conducts background checks on all final candidates. These checks may include verification of employment history, education, criminal records, and other relevant information, depending on the position.
All background checks will be conducted in compliance with applicable federal, state, and local laws, including the Fair Credit Reporting Act (FCRA).
A candidate's background will not be used as the sole basis for disqualification unless it is determined to be directly related to the responsibilities of the position.
