IT Support Technician

Accurus Aerospace•Athens, GA

10d

About The Position

The IT Support Technician is the first point of contact for employees (users), ensuring the security and integrity of computer operations and data in accordance with the IT department's strategic plan.

Requirements

Basic technical understanding of Microsoft Office 365 products, including the Productivity Suite (Outlook, Word, Excel), as well as SharePoint and Teams
Clear and effective communication skills to identify user issues and explain technical information to both technical and non-technical users
Ability to install and configure computer hardware, operating systems, and applications
Experience assisting staff face-to-face, via email, or via remote support applications
Experience troubleshooting technical issues as a first point of contact
Proficiency in logging incidents and service requests in a Help Desk ticketing application
Ability to manage Helpdesk tickets, plan and prioritize systematically
Experience providing technical assistance to project teams and undertaking technical project roles
Ability to identify, investigate, and resolve user problems with computer software and hardware
Skill in escalating complex issues to higher-level support when appropriate
Ability to collaborate with employees to research and resolve problems
Ability to collaborate with a global IT team
Experience arranging outside service by software or hardware vendors
Ability to maintain knowledge of technology innovations and trends
Ability to quickly learn new hardware and software
Ability to follow verbal and written instructions
Ability to read and accurately interpret technical specs and instructions, online tutorials and support articles
Sound judgment in selecting and implementing support recommendations
Appropriate discretion and spending in line with established guidelines and authority limitations
May require managing security activities, including the operation of lobby access systems, badge systems, video security systems, and other access controls
Occasional domestic travel by air and/or ground transportation (including overnight travel) may be required

Responsibilities

Demonstrates basic technical understanding of Microsoft Office 365 products, including the Productivity Suite (Outlook, Word, Excel), as well as SharePoint and Teams
Communicates clearly and effectively to correctly identify user issues and appropriately explain technical information to technical and non-technical users across all levels of the organization
Installs and configures computer hardware, operating systems, and applications, including laptops, desktops, printers, copiers, phone systems, tablets, and other mobile devices, networked manufacturing equipment, and peripherals
Assists staff face-to-face, via email, or via Microsoft Teams or other remote support applications to set up systems or resolve issues
Troubleshoots technical issues as a first point of contact
Logs all incidents and service requests in the Help Desk ticketing application; timely recording of new incidents, troubleshooting activity, and resolution or escalation steps
Manages Helpdesk tickets; planning and prioritizing systematically to minimize backlog and ensure operational efficiency
Provides technical assistance to project teams and undertakes technical project roles when required
Provides technical support by identifying, investigating, and resolving users’ problems with computer software and hardware; escalates complex issues to higher-level support when appropriate
Collaborates with employees to research and resolve problems
Collaborates with the global IT team
Arranges outside service by software or hardware vendors to repair or replace defective products
Maintains knowledge of technology innovations and trends; quickly learns new hardware and software as appropriate
Follows verbal and written instructions; reads and accurately interprets technical specs and instructions, online tutorials and support articles
Exercises sound judgment in selecting and implementing support recommendations to minimize unnecessary downtime; exercises appropriate discretion and spending in line with established guidelines and authority limitations
May manage security activities, including the operation of lobby access systems, badge systems, video security systems, and other access controls
Performs other related duties as assigned