IT Technician (Non-Exempt)

Description

Job Summary:

The IT Technician position is a role serving as first point of contact for users within the Sandpiper Bay Resort offices. This role will provide user technical assistance and support related to computer systems, hardware, and/or software. Day-to-day responsibilities will include performing remote troubleshooting for remote users. Determining the best solution and implementing it.

Main Duties and Responsibilities:

• Respond to requests for technical assistance in person, via phone, chat, or email.
• Diagnose and resolve technical hardware and software issues.
• Respond to email messages for customers seeking help.
• Research questions using available information resources.
• Advise users on appropriate action.
• Follow standard help desk procedures.
• Log all help desk interactions.
• Administer help desk software.
• Follow up with customers and users to ensure complete resolution of issues.
• Redirect problems to correct resource.
• Identify and escalate situations requiring urgent attention.
• Track and route problems and requests and document resolutions.
• Move and set up equipment.
• Inform management of recurring problems
• Stay current with system information, changes, and updates.
• Train computer users as necessary
• Install, modify, and repair computer hardware and software.
• Install computer peripherals for users.
• Clean up computers.
• Identify and suggest possible improvements on procedures.
• Must be able to work holidays and weekends.

Requirements

Skills, Experience & Education Requirements:

• Bachelor’s degree preferred or equivalent experience.
• 1-2 years’ experience
• working knowledge of fundamental operations of relevant software, hardware, and other equipment
• experience researching, analyzing, and interpreting automated system problems.
• knowledge of relevant call tracking applications
• knowledge and experience of customer service practices
• related experience and training in troubleshooting and providing help desk support.
• Excellent communication skills
• Knowledge of Ubiquity switch configuration preferred, but not required.
• Knowledge of 3CX IP Phone system preferred, but not required.

Physical Requirements:

• Must be able to ascend and descend ladders, scaffolds, stairs and work in confined spaces and in proximity to loud equipment.
• Must be able to position one-self to work in confined spaces such as trenches, pits, manholes, attics and tunnels.
• Must be able to lift and carry or otherwise move 50 pounds regularly/occasionally
• Must be able to respond quickly to sounds.
• Must be able to move safely over uneven terrain or in confined spaces.
• Must be able to see and respond to dangerous situations.
• Must be able to safely climb ladders while carrying up to 40 pounds.
• Must be able to wear personal protective gear.
• Must be able to work in cold environments and on concrete floors.
• Must be able to traverse irregular and steep terrain.

Working Conditions:

• working indoors and outdoors
• excessive heat / excessive cold
• extreme weather conditions
• excessive humidity, dampness or chilling
• excessive noise, continuous
• slippery and uneven walking surfaces
• working around machinery with moving parts
• working around moving objects or vehicles
• working around moving machinery/heavy equipment
• working in close proximity to others
• exposure to offensive odors
• possible exposure to noxious fumes