Technology Support Technician

20% Technical Knowledge: Perform routine tasks such as password reset, assistance with system access, printing issues, software/hardware installation and troubleshooting. Research issues / problems and resolves or escalates to next level.
Ability to do basic troubleshooting on Windows (PC), Mac, iOS, and Android devices.

20% Technical Solution Development: Provides information on how to perform specific functions with a software package or system. Creates step-by-step instructions for users. Serves as technical resource for basic solutions for routine problems and effectively communicates technical information to users.

20% Technical Support: Installs software and hardware for common use areas according to prescribed procedures. Performs routine diagnostics and maintenance on equipment, including installing patches and upgrades, and set-up and configuration of new hardware and software. Responds to inquiries for assistance from users of computers and related software and hardware devices including, printers or copiers; import/export file, and run reports. Solicits relevant information from users to describe non-routine problems to escalate problems to technical expert. Provides technical support for a specific process and/or software within a department. Completes documentation on service requests.

5% Planning & Organizing: Plans own work of independent tasks. Identifies and works through priorities. Manages support tickets in a timely manner. Documents customer interactions. Creates internal (support team) and external (customers) procedures for existing knowledge base.

10% Project Management: Ensures assigned project goals and assignments are completed within prescribed deadlines. Serves as project team member, manages work of self and makes recommendations to management for software, hardware and resolutions for problems.

25% Customer Services/Consultant Skills: Provides assistance and support to users and departments for using specific software or processes based on standard procedures. Determines client needs and effectively communicates back to technical experts.