iSolved HCM
  • 14-Sep-2017 to 13-Nov-2017 (MST)
  • Charlotte, NC, USA
  • Salary
  • Full Time

The IT Support Technician is responsible for all aspects of the operations relating to installed and anticipated computer hardware, networked systems and data communications technologies. This position will provide Tier I and Tier II Desktop support for users experiencing problems with desktop hardware, software and other computer related technology issues and inquiries. The Support Technician is a versatile and highly motivated individual who ensures the end user has the tools necessary to efficiently do their jobs.  The position's responsibilities require independent analyses, communication and problem solving.  Work is performed with little supervision and requires initiative and judgment. 

 

  • PRIMARY RESPONSIBILITIES OF THIS POSITION ARE:

 

 

  1. Assists staff with the installation, configuration, and ongoing usability of desktop computers, and software within established standards and guidelines.
  2. Troubleshoot issues with PC equipment, including desktops, laptops, printers, and mobile devices.
  3. Liaise with vendors to handle day-to-day system maintenance and troubleshooting.
  4. Provide end user support for corporate as well as remote staff members.
  5. Install and troubleshoot software issues with common Microsoft products.
  6. Create or modify user accounts in all necessary systems.
  7. Monitor the ticket queue, and answer incoming phone calls and e-mail to the helpdesk.
  8. Aid in the creation and maintenance of helpdesk policies and procedures.
  9. Research emerging technologies.
  10. Track and manage asset inventory.
  11. Create and maintain technical documentation.
  12. Other duties as assigned.
  • WHAT MUST THE INCUMBENT ACCOMPLISH TO MEET OR EXCEED THE RESPONSIBILITIES OF THIS POSITION:

 

  • Strong interpersonal skills and a demonstrated ability to work effectively both independently as well as in a team environment.
  • Detailed oriented, well organized and able to assume responsibility for specific project deliverables with limited supervision.
  • Planning, organization and management of the work.
  • Deliver results in a fast-paced, deadline-driven environment that requires ability to handle multiple tasks simultaneously.
  • Excellent customer skills and service mentality.
  • Precision, reliability and flexibility.
  • Excellent people and communication skills.
  • Proven ability to learn and apply new, emerging technologies.

 

  • EDUCATION AND EXPERIENCE:

 

  • College degree and 2-3 years equivalent work experience
  • A+ or Network+ certifications and/or Microsoft Certification (MCP), preferred
  • Working knowledge of PC hardware, software, and operating systems
  • Advanced knowledge of MS Windows
  • Experience with Active Directory, Office, and remote computing technologies
    • INFINISOURCE CORE VALUES:

     

    • Put Customers First
    • Demonstrate Respect For Others
    • Remain Learning Oriented
    • Champion Change
    • Maintain a Balanced Life

     

     

    • WHAT ARE THE COMPETENCIES AND SKILLS REQUIRED TO BE EFFECTIVE IN THIS POSITION:

     

    • Analytical Thinker
      • Definition: Works to understand a complex situation, issue, or problem by breaking it down into smaller pieces.  Traces its implications or consequences by using a step-by-step approach
      • Behaviors:
    • Actively seeks input from people of diverse perspectives.
    • Considers multiple sources of information and weighs them appropriately when making decisions.
    • Anticipates and thinks through the implications of problems and opportunities.
    • Identifies commonalities in seemingly different situations based on knowledge and experience.
    • Breaks down unclear issues systematically by asking questions and assessing risks.

     

    • Effective Problem Solver
      • Definition: Employs analytical abilities, pragmatism, and other tools to resolve complex problems in a variety of contexts
      • Behaviors:
    • Fashions solutions by synthesizing and applying relevant information or data
    • Employs thorough analysis and pragmatism to sort through options and reach timely decisions
    • Spots what is at the root of a problem; i.e., distinguishes its symptoms from its causes
    • Breaks down a problem or a situation into discrete parts that are easier to manage
    • Figures out how to solve problems, even those that appear hopeless

     

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