IT Support Technician I

Alterman Group • Full-time • Live Oak, Texas, United States • 2w ago

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:

1.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.

2. 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.

3. 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.

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