IT TECHNICIAN II

SUMMARY:The IT technician provides onsite and remote support and maintenance of the Institute for Family Healths 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 locationsProvide a positive, high level customer service experience to the Institutes business community. Respond quickly and completely to user or IT infrastructure issuesInstall and configure computer desktops, laptops, printers, mobile devices and applicationsIn-depth technical skills of Microsoft Windows 11 and the Microsoft Office suiteExtensive experience troubleshooting and resolving computer and network issues both remotely and onsiteParticipate in the implementation and testing of new hardware and applicationsExperience with an IT ticketing system and processing Incidents and Requests through their lifecycle and according to established service level agreementsCreates documentation for publication on the IT KnowledgebaseMaintains IT assets as part of an asset management programExcellent problem-solving skillsFollows and enforces company policies; calls attention to actions that may violate policies and proceduresTeam 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 projectsExcellent customer service skills with both internal and external customersProvide assistance on the Helpdesk occasionallyDesire to continually learn new technologies and productsDemonstrate good attendance and remain punctualOther duties as assignedSKILLS:Extensive experience troubleshooting and resolving computer and network issues both remotely and onsiteAbility to use, troubleshoot and repair office applications, such as Microsoft Word, Outlook, Excel, and web-based applications independentlyKnowledge of IT Operations and best practices in a business environmentAdvanced ability to identify and troubleshoot network issues such as connectivity, performance, name resolution, or cablingAbility to both create and follow documentation to resolve technical issuesMust be capable of keeping work areas neat, well organized, and accessibleAbility to track issues assigned, document resolution, and follow up with users is requiredAbility to manage time well and stay accountable with assigned action itemsQUALIFICATIONS:A.S. or B.S. in technical field or a relevant combination of education and technical experience requiredCompTIA A+ ( Extensive experience may be considered in lieu of certification) required2+ years of experience working in a professional environment requiredValid drivers license and car requiredCompTIA Network+ preferredCertification in related subject matter preferredBi-lingual Spanish preferred