Job Purpose
The primary duty will be responding to user queries and help requests, which can arrive through the IT help desk, by email, or by phone.
The IT Support Technician will gather information related to incidents or issues, then determine the root cause and implement resolutions to resolve the user’s issues.
The role will also manage incoming requests and escalate to other members of the IT team when required.
The escalation of requests and issues will be based on the complexity of the issue or where the problem is outside the field of expertise. Escalations will include notes related to the problem, records of unsuccessful solutions, and any data they have gathered related to the user’s problem.
Additionally, the role will be responsible for managing and delivering mini projects as part of the development of the company’s IT infrastructure.
Key Responsibilities
- Supporting internal users with software and hardware issues, and service requests.
- Install, maintain, upgrade and support applications.
- Prioritizing and managing several open support cases and mini projects at one time.
- Active Directory administration: user account creations, modifications, account removals, computer management, security, access rights, etc.
- Build and deployment of desktops, laptops, and initial system training for new users.
- Basic network administration, TCP/IP and general WAN/LAN troubleshooting.
- Contribute to the development of policies, processes and procedures.
- Installing patches and Endpoint Protection updates.
- Administration of backups and restores.
Decision Making
Prioritization of the workload, incidents and project activities.
Communication And Contacts
Communication both written and verbal.
Training users in IT systems and packages.
Contact is primarily with internal customers.
Equipment
Use of PC, supporting and ensuring good running of software/hardware.
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