IT Technician

CareAbout•Columbia, MO

About The Position

As a key member of the Altasciences IT Customer Support function, the IT Technician III is responsible for supporting Altasciences’ internal IT service customers in their usage of the tools provided by the Altasciences IT department such as Windows desktop and laptop computers, tablets, desktop and enterprise software, and mobile phones. The IT technician III responds to and tracks customer requests and solutions via an IT Service Management system. The IT Technician III is expected to be among the most knowledgeable and experienced IT Technician personnel for supporting the Altasciences internal customer community and will provide mentorship to junior technicians and act as point of escalation if required.

Requirements

College degree in relevant field or equivalent work experience preferred.
Advanced knowledge in the configuration, installation, and troubleshooting of desktop Windows operating systems.
Advanced knowledge in desktop, laptop, and tablet PC hardware.
Advanced knowledge in common Windows desktop software such as Microsoft Office, Antivirus/Antimalware, Webex, Zoom, Teams, and Web browsers (Chrome, Firefox, Edge), etc.
Advanced knowledge in iPhone and Android mobile smartphone technology.
Intermediate to Advanced knowledge in VPN technology, fundamental TCP/IP protocols (DHCP, DNS, IP Addressing/Subnets, TCP, UDP, ICMP), Windows Active Directory, RDP, Mobile Device Management, Windows Deployment Services, Remote Monitoring and Management systems, IT Service Management and IT Asset Management systems.
Ability to learn and apply new technology and procedures quickly.
Excellent diagnostic and problem-solving skills.
Strong customer service and people skills.
Strong organizational and time-management skills.
Bilingual, fluent in both French and English

Nice To Haves

CompTIA certifications (A+, Network+, Security+) strongly desired.

Responsibilities

Resolve incidents and service requests submitted by our internal IT service customers through our Freshservice IT Service Management system.
Help maintain an accurate inventory of IT assets through the conscientious and disciplined use of our IT Asset Management system.
Enhance and develop quality customer support methods and communication skills and promote the same throughout the IT Customer Support function through the coaching of junior IT Technicians.
Act as a point of contact with the Altasciences IT Operations team for the resolution of complex problems.
Actively embrace our IT Customer Support goals, guiding principles, and work practices.
Work with a high level of integrity, specifically with a focus on confidentiality and regulatory compliance with the information and data access that comes with the role.
Support the development of solutions for common or recurring support issues.
Work with other IT functions to support the implementation of technology and innovation projects.
Display professionalism in oral and written communication that is clear, concise, organized, and understandable for the intended audience.
Collaborate with other teams and individuals to gain other perspectives and opinions when planning and making decisions.
Actively provide opinions, experience, knowledge, and expertise to others asking for feedback and looking to collaborate.
Be able to work on all Canadian sites if needed.
Available for the IT Support phone rotation, during the evenings and weekends and when, normally, the department is closed.