IT Operations Campus Support Technician

IT Campus Support Technician Tier 1

Classification
Non-Exempt

Reports to
IT Operations Product Support Manager

JOB DESCRIPTION

Summary/Objective
Act as customer advocate, triaging, and resolving issues and escalating support issues to appropriate personnel. Provides primary support of hardware and software solutions deployed to National Headquarter personal.

Essential Functions

1. Supports in person VIP level requests with elevated customer service.
2. Answers, evaluates, and prioritizes service requests received via multiple service channels which can include ticketing system, email, phone, chat, and in-person for users’ technology needs.
3. Act as customer advocate, researching, troubleshooting, and pushing for thorough resolution of issues in a timely manner.
4. Assists with escalating user problem resolutions to track and report recurring concerns.
5. Available to travel between headquarters’ main campus and other owned properties in addition to shipping distributors.
6. Responsible for shipping requests and assistance for operational department needs.
7. Record issues using standard ticketing system and maintains historical records for related problem documentation.
8. Provide support to end users related to move, add, or change hardware and software systems.
9. Ability to independently analyze the end user requirements and develop appropriate solutions to meet expected service levels.
10. Analyze and correct problems using company approved documented procedures.
11. Communicate and follow-up with end users of global problems or scheduled downtime.
12. Troubleshoot and support proprietary software/hardware as well as third party software and applications.

Competencies

1. Customer Service:
2. Adaptability:
3. Oral Communication: Shaping and expressing ideas and information in an effective manner.
4. Planning and Organizing: Setting priorities and defining actions, time, and resources needed to achieve predefined goals.
5. Problem Solving: Having the ability to identify problems and issues of varying complexities and to find effective solutions with few guidelines.
6. Teamwork: Working as a productive member of a cohesive group toward a common goal and contributing to team development and effective team dynamics.
7. Usage of Technical Expertise: Acquiring and applying technical and functional knowledge in one's own technological area of specialty.
8. Written Communication: Expressing ideas and opinions clearly in properly structured, well-organized, and grammatically correct reports or documents; utilizing language and terminology.
9. Results Orientation: Being persistent and showing perseverance on achieving concrete and tangible results out of personal responsibility; getting optimum results from situations and being ready to act and show tenacity in case of obstacles or resistance.

Supervisory Responsibility
This position has no supervisory responsibilities.

Work Environment
This job is in a corporate office environment.

Physical Demands
Must be able to perform repetitious hand/eye movement. Must be able to sit for long periods of time. Must be able to stand for long periods of time. Must be able to lift a minimum of 75 lbs. Must be able to drive. Must be able to climb on and use a ladder to install equipment.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Position Type/Expected Hours of Work
This is a full-time position. Days and hours of work are Monday – Friday standard business hours. May have an opportunity for additional hours based on projects or business needs.

Travel
5 - 10%

Required Education and Experience

1. High School diploma
2. 1-year minimum verifiable technology support

Preferred Education and Experience

1. AS degree in technical field.
2. Industry N+ / A+ / S+ certifications.
3. Understanding of ITIL.
4. Experience with Microsoft operating systems.
5. Experience with Active Directory.

AAP/EEO Statement
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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