Information Technology Technician

Flex-N-Gate • Rockford, TN

11d • Onsite

About The Position

The Information Technology Technician’s role is to ensure proper computer operations so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of approved diagnostics and help tools, as well as require that the individual give hands-on help at the desktop level.

Responsibilities

• Evaluate documented resolutions and suggest ways to prevent future problems.
• Field incoming help requests from end users via telephone, email and text in a courteous manner.
• Document all pertinent end user problem or issue.
• Escalate problems (when required) to the appropriate experienced technician.
• Record, track, and document - help desk request, problem-solving process, including all successful and unsuccessful decisions made, and brief IT Support Supervisor on final resolution.
• Use only approved diagnostic utilities to aid in troubleshooting.
• Access approved software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
• Test fixes to ensure problem has been adequately resolved and report all finding and final resolutions.
• Perform post-resolution follow-up, with users and supervisor.
• Available for support calls 24/7
• The incumbent is responsible for the awareness, understanding, specific responsibilities and management of the Environmental Management System (EMS) as stated in EMS policy CEVPL.00005.
• The incumbent is responsible for the awareness, understanding, specific responsibilities and management of the Quality Management System (QMS) as stated in CQAM.00001 – Corporate Quality Manual.

Benefits

• Medical, dental, prescription, vision, life and disability insurance; and a flexible spending account
• 401(k) retirement savings plan with company match
• Extensive safety training, new hire orientation, continuous learning and development programs and tuition reimbursement
• Paid holidays and vacation time

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees