IT Support Technician I

Job Details

Description

Overview:

The IT Support Technician I serves as the primary technical resource for all employees and on-site support at Alterman. This role involves prioritizing and addressing service desk tickets, maintaining accurate and complete documentation, and providing effective basic troubleshooting. The IT Support Technician I collaborates closely with fellow technicians to resolve issues promptly, maintaining clear communication with all parties about ticket status.

Essential Functions

• Technical Support: 45%
• Monitors support queues and works with IT support teams to prioritize and resolves open tickets, keeping requests to a manageable level.
• Assists users with troubleshooting common IT problems, including issues with hardware, software, and mobile devices.
• Research and resolves technical issues, escalating to senior and partner resources as needed.
• Assists with queue monitoring and hygiene, as needed, based on ticket volume and staffing.
• Performs routine maintenance tasks such as software updates, virus scans, and backups to ensure optimal system performance.
• Manages and prioritizes service desk tickets, ensuring timely response and resolution according to Service Level Agreements (SLAs).
• Provides feedback on recurring issues to help identify opportunities for system improvements or user training.
• Administrative Support: 45%
• Builds knowledge base articles (KBAs) for common or high-impact issues and their resolutions.
• Proactively identifies opportunities for improvement of user-facing technology and recommends enhancements to optimize user experience, increase efficiency, and reduce recurring technical issues.
• Ensures technical details are documented fully and clearly in each support ticket.
• Monitors and maintains IT facilities at assigned site(s), such as conference rooms and common-area printers.
• Maintains records of IT assets and configurations to support inventory management and compliance efforts.
• Participates in IT projects, such as system upgrades and network installations.
• Performs other duties as assigned. 10%
  
  

Education And Experience

• Minimum of 1-2 years of experience in a service desk environment or similar role required.
• A degree in a related field preferred.
• CompTIA A+ and/or Network+ certification preferred.
• Fundamental-level Microsoft role-based certifications preferred (e.g., Azure Fundamentals, Microsoft 365 Fundamentals, Security, Compliance, and Identity Fundamentals).
  
  

Skills/Abilities

• Able to effectively communicate among IT and organizational staff.
• Able to recognizes potential issues and recommends solutions.
• Personal customer service skills are strongly desired, such as:
• Ability to carry complex issues through to resolution.
• Ability to take ownership of tasks and show accountability for their outcomes.
• Ability to communicate effectively with non-technical users.
• Ability to properly prioritize when faced with multiple user issues.
• Ability to write business communication professionally and effectively.
• Strong focus on continuous improvement of self, team, and process.
• Able to manage multiple tasks while maintaining focus in a high-pressure environment.
• Able to follow the RASCI model (Responsible, Accountable, Supporting, Consulted, and Informed) for escalations.
• Able to work overtime and participate in on-call rotation as needed.
• Basic process improvement experience.
• Basic knowledge of the Incident Response Plan (IRP) process.
• Proficiency in documenting request details, statuses, resolutions, and KBAs.
• Proficiency in deploying end user devices.
• Basic knowledge of Service Level Agreements (SLAs) is preferred.
• Basic troubleshooting skills with audio visual (AV) hardware and conference room technology.
• Basic troubleshooting skills with client desktop hardware, software, and administrative tools/services such as:
• Microsoft and Dell family of hardware.
• Microsoft Windows 10/11 operating systems.
• Microsoft 365 (M365/O365) family of products (e.g., Office, Exchange Online, SharePoint, etc.).
• Apple iOS and iPhone/iPad hardware.
• Microsoft Intune and Endpoint Management.
• Microsoft Active Directory services.
  

Work Environment

• Office environment.
  
  

Physical Demands

• Prolonged periods of sitting at a desk and working on a computer.
• Manual dexterity associated with computer data entry required.
• Lifting, carrying, and setting up technology equipment (computers, monitors, boxes) up to 30 Lbs.