Information Technology Support Technician

Job Description:

The IT Support Technician is responsible for providing comprehensive technical assistance and support for computer systems, hardware, and software applications across the organization. This position requires a proactive attitude, strong analytical skills, and the ability to effectively communicate technical information to non-technical users. The IT Support Technician will troubleshoot and resolve a variety of ICT issues, manage user accounts, and contribute to maintaining network infrastructure. This role necessitates a firm understanding of both hardware and software components, as well as the ability to prioritize tasks efficiently in a high-pressure environment while ensuring utmost user satisfaction.

Job Requirements:

• A Bachelor’s degree in Computer Science, Information Technology, or a related field.
• A minimum of two years of experience in technical support or IT-related positions.
• Proven experience with computer hardware, software, networking, and technical support tools.
• In-depth knowledge of operating systems such as Windows, Linux, and Mac OS, including foundational applications.
• Proven ability to troubleshoot and perform routine maintenance on technical systems and equipment.
• Strong communication skills to provide technical support to non-specialist users.
• Capability to quickly diagnose and resolve technical issues under pressure.
• Familiarity with network setup and maintenance, alongside an understanding of various technical devices.

Job Responsibilities:

• Provide first-line support for end-users experiencing hardware and software issues, effectively resolving problems in a timely manner.
• Set up, configure, and maintain computer systems, peripheral devices, and network equipment within the organization.
• Diagnose and troubleshoot network connectivity issues, ensuring smooth operation of the organizational IT infrastructure.
• Assist in the management of user accounts, permissions, and access controls while maintaining security protocols.
• Document issues and resolutions in the IT support ticketing system to maintain a clear record of user interactions and solutions provided.
• Conduct regular system maintenance and updates, ensuring all software is current and compliant with organizational policies.
• Educate users on best practices and efficient use of technology in order to improve operational productivity.
• Collaborate with senior technical staff to escalate complex issues and suggest improvements based on user feedback and incidents managed.
• Participate in ongoing training and professional development opportunities to stay current with emerging technologies and best practices in IT support.

Required Skills:

• In-depth understanding of Windows, Linux, and Mac OS operating systems and their application in a corporate environment.
• Strong problem-solving skills, particularly in diagnosing hardware and software malfunctions.
• Effective verbal and written communication skills, enabling the conveyance of technical solutions to non-technical users.
• Ability to quickly learn and adapt to new technologies and tools relevant to the role.
• Excellent organizational skills to handle multiple support requests and prioritize accordingly.
• Strong customer service orientation with the ability to empathize with users and provide high-quality support.
• Knowledge of network protocols, IP addressing, and the configuration of routers and switches.
• Familiarity with remote support tools and software used in troubleshooting technical issues.
• Resilience and composure under pressure, demonstrating skillful management of user's expectations and satisfaction.
• Team-oriented attitude while also being capable of independent work when required.