Support Technician - IT

Baker Group • Ankeny, IA

1d

About The Position

The Support Technician - IT provides local and remote support and troubleshooting for Baker Group’s user systems and platforms, and deploys new systems as needed. The role responds to user questions, requests, and incidents; diagnoses and resolves technical issues; documents service requests and outcomes in the internal ticketing system; and works with IT staff on more complex matters. The technician also helps maintain support documentation, identify recurring issues and trends, and improve support processes. Other related duties may be assigned.

Requirements

• Associate degree in a related subject or equivalent relevant experience.
• Knowledge of or experience supporting Windows operating systems, including Windows 7 and 8.1.
• Strong customer service and problem-solving skills.
• Ability to multitask and be thorough and detail-oriented.
• Solid work history, including excellent attendance and a strong work ethic.
• Passion for technology and a strong desire to work with new technologies.
• Ability to sit for prolonged periods while working at a computer.
• Ability to lift and carry up to 50 pounds and occasionally move or lift heavier materials with assistance.

Nice To Haves

• Knowledge of or experience supporting Microsoft Office and Autodesk applications.
• Knowledge of Microsoft Server 2008 R2 and 2012 R2 operating systems.

Responsibilities

• Provide local and remote technical support and resolve issues involving standard workstations, laptops, operating systems, software, hardware, peripherals, phones, and mobile devices.
• Provision and install end-user PCs, laptops, tablets, and smartphones.
• Perform regular maintenance tasks, including software installation and upgrades.
• Respond to questions, requests, and incidents reported by users.
• Document and report service requests and outcomes using the internal ticketing system.
• Research, diagnose, and resolve user-reported issues, working with IT staff on more complex matters.
• Develop an understanding of standard issues, maintain documentation, identify trends, and help improve support processes.
• Complete accurate daily time and equipment reporting.

What This Job Offers

• Job Type: Full-time
• Education Level: Associate degree