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SUMMARY: The IT Support Technician Level I is the primary point of contact for all technology related support requests for the organization. The role requires a strong customer service mindset and is responsible for demonstrating professional, educational, and efficient technical support while assisting employees.

To be successful you must possess these core value characteristics:

Trust: Clear Communication. Be committed. Accountable. Open. Honest.

Team: No "I". Do what's best. Assume the best. Be a leader. Celebrate wins.

Grit: Goal-focused. Be positive. Persevere. Show passion. Take ownership.

Growth: Lifelong learner. Forward-thinker. Self-aware. Curious. Open-minded.

ESSENTIAL DUTIES and RESPONSIBILITIES:

Provide effective first level IT support and information to non-technical customers
Track all IT incidents and requests within the IT Service Management Platform
Demonstrate reliable organization, communication, and interpersonal skills
Meet or exceed established IT Support SLAs and KPIs on IT incidents and requests
Install, configure, and test hardware and software on new or existing devices, in accordance with standard procedures
Participate in the maintenance, implementation, and troubleshooting of IT hardware and software
Assist with new hire onboarding and training as it relates to user IT hardware and software
Provision accounts and support change requests in core IT software like: Active Directory, Office 365 Admin Center, and Microsoft Azure
Document daily processes, procedures, and technical issues to build the IT Knowledgebase
Escalate complex or significant issues to the appropriate IT supervisor or team to assist in providing a solution
Assist with lifecycle refresh and replacement of IT assets in a secure manner
Ability to work with limited supervision beyond first 90 days
Perform other duties as assigned

EDUCATION, EXPERIENCE and SKILLS:

High School Diploma
2+ years of experience within Information Technology
2+ years in an IT Support position
Proactive, strong problem solving, troubleshooting, and analytical skills
Skilled in time, priority, and task management
Possess excellent written and verbal communication skills, interpersonal skills to interact with end users and team members
Background experience in Active Directory, Group Policy, Microsoft Windows operating systems, Microsoft 365 Applications
Basic understanding of TCP/IP networking, computer hardware and peripherals
Experience with Android and iOS-based cell phones and tablets
Ability to adhere to defined processes and procedures and suggest improvements
Experience using Service Desk ticketing systems
Ability to balance multiple time-sensitive priorities and meet deadlines in a fast-paced, quickly changing environment

PREFERRED QUALIFICTIONS:

2-year technical degree or higher preferred or equivalent work and education related experience
ITIL v4 Foundation Certification or equivalent experience
CompTIA A+ Certification or equivalent experience
Basic understanding of Microsoft SharePoint

PHYSICAL REQUIREMENTS:

Prolonged periods sitting at a desk and working on a computer
Must be able to lift up to 15 pounds at times
Ability to travel to various divisions and worksites as needed

This is a Full-Time position with benefits. Monday through Friday. 8-hour shift - hours of work may vary according to business needs. Local travel and occasional long-distance travel may be required. On-call team rotation for outages is a requirement for this position.

HB Mechanical

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IT Support Technician Level I