IT Support Technician

ADVANCEMENT OPPORTUNITIES

IT Support Technician, Sr

IT Helpdesk Supervisor

POSITION SUMMARY

This is an entry level position in the Information Technology (IT) Staff Group. The position will work independently or in a group of other technicians to troubleshoot and resolve computer hardware, software, network, and security issues. Additionally, this position may provide support on a variety of tasks and assignments under the direction of more senior personnel to include: developing technical solutions, hardware and software configuration, network management, infrastructure installation, and system administration.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Assists in the execution of disaster recovery and continuity of operations plans to include the development and implementation of network backup and recovery procedures.

2. Assists with the purchasing of IT hardware, software, warranties and licenses.

3. Diagnoses and resolves customer reported system incidents to include identifying end-user requirements for software and hardware solutions.

4. Installs and configures hardware, software and peripheral equipment for system users and configures, installs, and maintains network infrastructure. Troubleshoots associated hardware and software problems as necessary.

5. Manages accounts, network rights, and access to systems and equipment.

6. Patches network vulnerabilities to ensure information is safeguarded against outside parties.

7. Tests computer system performance and reports emerging trend findings. Provides recommendations for possible improvements and upgrades.

8. Oversees hardware and software inventories and defines processes to ensure inventory security.

9. Coordinates and/or provides training for the installation and operation of IT equipment and software.

10. Responsible for setting up projectors, video conferencing cameras and laptops used for conferences/meetings and responsible for closing down the equipment used for such meetings.

WORK LEADERSHIP RESPONSIBILITIES

This position does not regularly provide work leadership or full personnel management to any employees.

FINANCIAL RESPONSIBILITY

Purchases of computer hardware and software as approved by Supervisor or Manager.

QUALIFICATIONS

EDUCATION

High school diploma required and two years of college, with a concentration on Computer Engineering, Management Information Systems, or Computer Science preferred.

EXPERIENCE

Minimum one year experience in networking and computer support.

CERTIFICATES, LICENSES, REGISTRATIONS

Valid Texas Driver’s license. CompTia Security+ and A+ Certification required (or obtained within 6 months of acceptance of position).

KNOWLEDGE

Knowledge of computer information systems, hardware, software, network and email systems.

SKILLS AND ABILITIES

Individual must communicate clearly and precisely both orally and in writing and possess knowledge to resolve computer problems.

GUIDANCE RECEIVED

Receives general direction about results to be attained. Typically receives general direction about assignments and work results to be attained. Requires judgment to determine which methods apply and what data/information should be considered. Position must think through how issues can be addressed within existing policies and procedures and may assist others with more complex work methods and problems.

WORKING CONDITIONS

Duties almost always carried out in an office environment. Some exposure to weather, chemical hazards, gases and dust.

TOOLS AND EQUIPMENT USED

Hand tools, personal computers, printers, and magnetic tape. dust.