Systems Support Technician

Position Summary:
We’re looking for an experienced Systems Support Technician who excels at hands-on support, technical problem-solving, and customer service. This role provides direct technical assistance to onsite and remote employees, contractors, and Managed Services clients, addressing hardware and software issues, maintaining equipment, and ensuring a smooth IT environment. The IT Systems Specialist will troubleshoot, install, configure, and document solutions across various systems, offering responsive support and technical guidance.

Primary Responsibilities:

1. User Support and Troubleshooting:

   • Address end-user requests promptly, handling tickets and face-to-face support needs.
   • Diagnose and resolve hardware, software, and connectivity issues, ensuring minimal downtime.

2. Hardware Installation and Maintenance:

   • Install and set up servers, UPS devices, desktops, laptops, and other critical hardware.
   • Maintain and support workstations for optimal performance, conducting repairs as needed.

3. System and Software Configuration:

   • Set up operating systems, install applications, and ensure systems are up-to-date.
   • Swap out and repair hardware components like hard drives and conduct data backups.

4. New Employee Technology Setup:

   • Prepare workstations and configure all necessary tools, software, and accounts for new hires.

5. Inventory Management and Purchasing:

   • Track IT equipment and software inventory, including licenses and warranties.
   • Generate purchase requests and procure equipment, parts, and software as required.

6. Account Management and VoIP Setup:

   • Manage user accounts, password resets, and permissions within Active Directory.
   • Set up and troubleshoot VoIP phone systems and maintain reliable communication channels.

7. Documentation and Knowledge Sharing:

   • Develop and maintain technical documentation and standard operating procedures.
   • Train team members and end-users on systems usage and best practices.

8. Research and Problem-Solving:

   • Conduct research to diagnose emerging technical issues and implement improvements.

9. Additional Responsibilities:

   • Support various IT projects and complete tasks as assigned by IT leadership.

Qualifications and Skills:

• Education: High school diploma or equivalent required; associate’s degree is advantageous.
• Experience: Minimum of 5 years in IT support, computer hardware repair, or technical support.
• Certifications: CompTIA Security+ certification (completed or in progress).
• Technical Proficiency: Experience with both Apple and Windows operating systems, software installation, and workstation setup.

Key Competencies:

• Strong written and verbal communication skills.
• Customer-oriented approach and interpersonal effectiveness.
• Attention to detail and the ability to prioritize and resolve technical issues efficiently.
• Adaptability to learn and apply new IT knowledge and practices.

Technical Skills and Knowledge:

• Comprehensive knowledge of operating systems, computer hardware, and software applications.
• Familiarity with network configuration, circuit boards, and electronic equipment.
• Competency in logic-based troubleshooting and problem-solving.
• Familiarity with security and system maintenance, including data backups and protection measures.