IT Technician

Key Responsibilities
Focus on superior customer service levels, in all situations, especially under pressure, no matter if customers issue is small or large.
Accurate escalation of tickets to internal teams, management, or outside resources, with detailed notes on activities including resolution.
Resolve hardware and software problems efficiently with minimum disruption to users and coordinates hardware repairs with service vendors as merited.
Apply advanced diagnostic techniques to identify problems, investigate causes, and recommend and implement solutions in a timely manner
Install, configure, troubleshoot, and maintain desktop/laptop computer images
This is an onsite position and work hours are typically Monday - Friday, 8 - 5 pm. The employee must be flexible however to meet the needs of the business, when necessary, work hours may change depending on work responsibilities.
Collaborate with all support and team members to ensure accuracy and efficiency of the inputs and outputs of the asset tracking system to other business processes
Implements, and enforces the IT Asset Management processes, policies and standards, work instructions and activities in compliance with the information technology infrastructure platforms
Maintain knowledge base of relevant hardware and software applications
Set high standards of performance for self-assuming responsibility and accountability for successfully completing assignments or tasks

Education and Experience
Bachelor’s Degree in Computer Science or Information Technology preferred
4+ years working with and supporting end users and VIP’s
4+ years working with third party service suppliers – should include SLA and service definition functions
Experience working with remote and travel users – plans and assists with issues that come up
Able to effectively communicate both verbally and in writing with management to express ideas to make informed decisions.