IT Technical Support

SUMMARY: While a job description may not fully encompass every detail of a position, the purpose of the following is to provide an outline of goals, responsibilities, ability, and knowledge required in order to successfully perform this job. IT Technical Support will provide computer and helpdesk related support by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the IT Manager. Specifically, this role is responsible for administration and internal support of the Companys PCs, printers, servers, and related equipment to include end user support, license tracking, and PC maintenance, upgrades, and configurations.

OVERALL GOALS

- Maintain excellent internal and external customer service with timely responses, a sense of urgency, and conveying a consistent, competent message as part of overall IT team communication

- Maintain great people and business skills with effective communication in the IT department and between other departments

- Maintain relationships and communication with external business partners to drive IT initiatives

- Maintain a high level of professionalism and work as a team to build solid working relationships

- Maintain a culture of accountability with full awareness of technical needs, continually learning

- Follow all safety rules for department and entire facility.

ESSENTIAL RESPONSIBILITIES & DUTIES

- Monitor and respond quickly and effectively to requests for helpdesk support and resolve problems to the end users satisfaction

- Monitor and process service requests based on first in-first out and priority

- Modify configurations, utilities, software default settings, etc. for local workstations

- Document internal procedures

- Assist with onboarding of new users, manage PC setup and configuration for new employees using established standards

- Ensure each workstation has a phone, computer, monitor, keyboard, mouse, and any other specialized equipment

- Install, test, and configure new workstations, peripheral equipment and software

- Maintain inventory of all equipment, software, and software licenses

- Report necessary issues to the IT Manager for escalation

- Assign users and computers with proper access to file directories and programs

- Perform timely workstation hardware and software upgrades as required

- Other duties and projects as assigned

- Be aware of Aquafil's Recycling Guidelines and Environmental Management Systems Policy (see supervisor if further explanation is needed).

ESSENTIAL SKILLS & ABILITY

- Problem Solving—identify and resolve problems in a timely manner, gather and analyze information skillfully. Function as a self-starter with the ability to work independently. Is aware of resources to access guidance on technical resolutions.

- Customer Service—manages difficult situations effectively, responds promptly to internal and external customer needs and meets commitments. Exhibits strong interpersonal techniques, is positive, respectful, and customer focused.

- Planning/Organizing—prioritizes and plans work and uses time efficiently. Attention to detail, organized, able to meet deadlines.

- Quality control—demonstrates accuracy and thoroughness, monitors own work to ensure quality and applies feedback to improve performance. Proven ability to apply common sense understanding in order to carry out written and oral instructions.

- Quantity—meets productivity standards and completes work in a timely manner.

- Adaptability—adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events. Can function as a self-starter with the ability to work independently.

- Dependability—consistently at work and on time, follows instructions and responds to management direction.

- Safety and Security—observes safety and security procedures and uses equipment and materials properly. Ability to read and interpret safety rules and instructions which are posted in English.

- Communication - effectively and professionally conveys information internally and externally through verbal and written

- communication skills. Actively listens, communicates clearly, concisely and assures understanding.

- Ability to calculate figures and amounts, add, subtract, multiply and divide numbers.

Qualifications

ESSENTIAL QUALIFICATIONS, KNOWLEDGE & EXPERIENCE

- High school diploma required

- Certification, Continuing Education, Associates or Bachelors degree in Information Systems or related field preferred; or appropriate mix of education and experience

- 2 years of relevant technical experience

- Working knowledge of Microsoft Office, email and other software, hardware, and peripheral systems