IT Technician I

GENERAL DESCRIPTION OF POSITION
The IT Technician I is responsible for providing Tier 2 day-to-day operational support to end users regarding hardware, software, networking, and troubleshooting user issues.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Provide Tier 2 support for Information Technology issues related, but not limited to:

• Laptop and desktop computers.
• Network equipment.
• Server hardware and software.
• Voice-over-IP telephony system.
• Other hardware/peripherals.
• Microsoft 365
• Miscellaneous applications

Research and implement fixes for new issues, via self-assign or escalation to next level support (internal or vendor) when necessary.
Ensure problem and solution documentation, creating and managing content for support knowledgebase.
Assist the Facilities department if needed, including general site maintenance, moving and reconfiguring office furniture and equipment, and performing branch maintenance at all locations.
Other duties as assigned.

EDUCATION AND EXPERIENCE
Knowledge of a specialized field (however acquired), such as basic accounting, computer, etc. Equivalent of four years in high school, plus night, trade extension, or correspondence school specialized training, equal to two years of college.

EXPERIENCE GENERAL
12 to 18 months related experience and/or training.

ADDITIONAL INFORMATION
Must provide Service with HEART to internal customers/co-workers.