IT TECHNICIAN II

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Job description

SUMMARY: The IT technician provides onsite and remote support and maintenance of the Institute for Family Health's computing environment and this includes: installing, diagnosing, repairing, maintaining, and upgrading all hardware, business software and equipment to ensure optimal computing performance. The IT technician responds to issues or problems in a timely manner, and provides business user assistance documenting the process from inception to completion and within established service level agreements. RESPONSIBILITIES: Onsite and remote support of computer hardware, operating systems, networks, and applications at various Institute locations Provide a positive, high level customer service experience to the Institute's business community. Respond quickly and completely to user or IT infrastructure issues Install and configure computer desktops, laptops, printers, mobile devices and applications In-depth technical skills of Microsoft Windows 11 and the Microsoft Office suite Extensive experience troubleshooting and resolving computer and network issues both remotely and onsite Participate in the implementation and testing of new hardware and applications Experience with an IT ticketing system and processing Incidents and Requests through their lifecycle and according to established service level agreements Creates documentation for publication on the IT Knowledgebase Maintains IT assets as part of an asset management program Excellent problem-solving skills Follows and enforces company policies; calls attention to actions that may violate policies and procedures Team player, well organized, self-motivated, and committed to achieving goals. Availability to occasionally work after hours or on weekends in support of company or IT projects Excellent customer service skills with both internal and external customers Provide assistance on the Helpdesk occasionally Desire to continually learn new technologies and products Demonstrate good attendance and remain punctual Other duties as assigned SKILLS: Extensive experience troubleshooting and resolving computer and network issues both remotely and onsite Ability to use, troubleshoot and repair office applications, such as Microsoft Word, Outlook, Excel, and web-based applications independently Knowledge of IT Operations and best practices in a business environment Advanced ability to identify and troubleshoot network issues such as connectivity, performance, name resolution, or cabling Ability to both create and follow documentation to resolve technical issues Must be capable of keeping work areas neat, well organized, and accessible Ability to track issues assigned, document resolution, and follow up with users is required Ability to manage time well and stay accountable with assigned action items QUALIFICATIONS: A.S. or B.S. in technical field or a relevant combination of education and technical experience required CompTIA A+ ( Extensive experience may be considered in lieu of certification) required 2+ years of experience working in a professional environment required Valid driver's license and car required CompTIA Network+ preferred Certification in related subject matter preferred Bi-lingual Spanish preferred

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