Job Description
Job DescriptionIT Support Technician- ONSITE
Education: Diploma in IT and a min Highschool Graduate
Responsibilities:
- Provide technical support services to staff and students during core business.
- Provide real-time support services for local non-enterprise software application systems.
- Provide Tier 2 desktop break/fix support and ensure the incident resolution process is effectively executed by the er submission to the helpdesk ticketing system).
- Ensure incident response time is less than 30 min to assess the issue, less than 8 hours to contact a staff member for resolution and ensure all reporting is completed and documented in the Helpdesk app.
- Troubleshoot print and scan capability functions of networked print units.
- Assist users in gaining access to remote access applications, install the required software, train users, and resolve technical issues.
- Assist command equipment specialists with an annual inventory of all IT assets, follow local procedures.
- Perform image upgrades for all Microsoft Windows operating system versions.
- Perform onsite support of workstation/laptop/tablet installation and equipment setup.
- Provide desktop support and manage the break/fix process to resolve technical issues.
- Apply IT hardware and software management principles, methods, and procedures for troubleshooting issues, email account management, audio/video/web teleconferencing capabilities, and smartphone technology.
- Work with all levels of personnel to troubleshoot technical problems and provide general technical assistance.
- Manage daily operation of all network equipment and capabilities.
- Maintain PC, workstation, laptop, and tablet system configurations.
- Analyze and resolve technical issues.
- Manage email accounts and groups using Active Directory and MFA.
- Manage hardware, file formats, applications, web content, and virtual server/machine operations.
- Respond, diagnose, and remediate server issues in a dynamic environment.
- Report allocation recommendations, performance, and network capacities to the Network Manager based on trend analysis.
- Maintain AV equipment.
- Track all Server Activity including system log verification and perform software upgrades on client servers.
- Address questions about technical problems and improve efficiency by evaluating system network functions and reviewing system logs.
- Detect and verify malicious or suspicious activity.
- Manager/Task Lead to maintain the integrity of the network, server deployment, and security.
- Install and configure all versions of Windows Server (Both SHB and Non-SHB loads).
- Manage backup and recovery support.
- Maintain access to administrator-level privileges on all servers and desktops to ensure the integrity of those systems.
- Apply network/server configuration and maintenance for mid-size Organizations.
- Design and configure training classrooms and support local and remote site special projects.
- Manage comprehensive virtual machine environments, server, network security, and network administration in various environments.
- Establish a contingency plan and failover capability.
- Apply information security policies, procedures, and security measures
- Apply program and project management principles.
- Resolve issues involving streaming video, graphic design, web-enabled graphic tools, interface development, and content management systems.