IT Support Tech I at Yale Appliance

Yale Appliance

                                                                            Position: It Support Tech                                                                 Department: Information Technology

                                                                            Reports to: Director of IT                                                                 FLSA:   Non-exempt

                                                                            Last Update: 12/2023

The IT Support Technician position is a diverse information technology and support position. This position handles all internal office, field and store support related issues.

ESSENTIAL FUNCTION JOB RESPONSIBILITIES:

• Diagnose end-user technical issues both in-house, field technicians and store users.
• Installs and maintains local area network hardware and software, peripherals, network nodes, and terminals.
• Evaluate hardware and software requirements and capabilities and makes recommendations.
• Communicate and coordinate network schedule, and downtime to users.
• Coordinate all third-party maintenance/support for telecommunications services, mobile devices and tablets.
• Develop and maintain quality relationships with end users and stores via quality customer service.
• Oversee and participate in multiple projects from start to finish in a team-oriented environment.
• Act as point of escalation for diagnosing and repairing problems either with 3rd party or with management.
• Identify and escalate problems and opportunities for improvement in our infrastructure and technology at all times to management.
• Responsible for managing and resolving all helpdesk requests in a timely manner.
• Responsible for managing user accounts (Active Directory, E-mail, ePass, iPhone and Phone System).
• Responsible for building and maintaining desktop/laptop images.
• Responsible for documenting standard troubleshooting practices to simplify and expedite helpdesk requests and in turn train end-users.
• Responsible for tracking all IT equipment (desktops, laptops, tablets, printers, etc).
• Ability to travel to showroom locations to resolve issues (may be up to 3 days a week).
• Ability to prioritize tasks and multi-task as needed.
• Ability to learn new skills quickly with minimal guidance.
• Work on project related tasks as determined by supervisor.
• On-call/off hours support for retail locations.
• Ability to work some weekends and holidays.

REQUIRED QUALIFICATIONS:

· Associate’s degree in Computer Science or related field.

· 2-5 years of related work experience.

· Excellent written, verbal, and documentation skills.

· Excellent interpersonal and customer service skills; must be able to manage multiple tasks at once with the ability to appropriately prioritize tasks as needed.

· Demonstrates knowledge of Microsoft Windows desktop and server operating systems, applications, networking, and troubleshooting skills.

· Must have experience with Windows 10, Microsoft Office 365, Windows Server 2016/2019 and Active Directory.

· Knowledge of networking services such as DNS, DHCP, TCP/IP, VPN.

· Knowledge and Familiarity with iP based phones systems a plus.

· Security awareness, the ability to implement a secure network and infrastructure.

· Familiarity with iPhones a plus.

· Must be able to react and respond quickly “think on one’s feet”.

WORK ENVIRONMENT/PHYSICAL DEMANDS:

• Must be able to sit or stand for extended periods of time.
• Must be able to lift and carry routine office supplies and objects up to 30 pounds