IT Technician Caribou Maine

April 20, 2021 IT / Internet

Job Overview

Job title: IT Technician Caribou Maine

Company: SaviLinx

Job description: The IT Technician embodies the Core Values of SaviLinx:

Every single interaction is important and meaningful and demonstrates responsiveness to employees and customers
Creates an inspiring, passionate culture in the spirit of teamwork
Empowers creativity to bring forward innovative solutions, relentlessly striving to improve what we do.
Operates with respect and integrity in every way earning the trust of employees and customers alike.

Description:

The IT Technician’s role is to provide a single point of contact for end-users to receive support and maintenance within the organization’s Service Desk computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, with screen-sharing technology or via e-mail) in a timely and accurate fashion and provide end-user assistance where required. The IT Technician will need to work independently from time to time and manage a wide variety of end user and system related support issues.

Responsibilities:

Ability to troubleshoot, analyze and address technical-related problems faced by end-users of PCs, laptops, printers and other company-owned desktop computing resources.
Perform on-site analysis, diagnosis, and resolution of complex Service Desk problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.
Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required Service Desk service levels.
Collaborate with LAN technicians/network administrators to ensure efficient operation of the company’s Service Desk computing environment.
Where required, administer and resolve issues with associated end-user workstation networking software products.
Perform end-user move, add, and change (MAC) requests as they submitted and approved by management.
Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring Service Desk operations as defined by the IT Director.
Maintain an accurate asset tracking system for all IT assets.
Maintain an inventory of spare components such as keyboards, mice, monitors, etc.
Accurately document instances of Service Desk equipment or component failure, repair, installation, and removal.
If necessary, liaise with third-party support and PC equipment vendors.
Conduct research on Service Desk products in support of PC procurement and development efforts. Evaluate and recommend products for purchase.
Assist in developing long-term strategies and capacity planning for meeting future Service Desk hardware needs.
In conjunction with the Service Desk Team Lead, write technical specifications for purchase of PCs, Service Desk hardware and related products.
Other relevant duties as assigned.

Position Requirements:

Associate degree in Computer Technology or related field and / or two (2) years of equivalent work experience. Certifications such as MCP, A++, CompTIA A+ preferred.
Introductory knowledge of ITIL practices for IT Service Management.
Excellent technical knowledge of PC and Service Desk hardware, including but not limited to Windows 10 desktops and laptops and some experience with Active Directory.
Excellent technical knowledge of PC internal components, including but not limited to troubleshooting of hard disk drives and power supplies.
Knowledge of networking, cisco and Fortinet equipment and firewalls a plus.
Knowledge of Customer Relationship Management platforms such as ServiceNow a plus.
Experience with implementing Service Desk enterprise applications such as Managed Engine preferred.
Exposure to Service Desk reporting, dashboards and metrics tracking and implementing and maintaining SLAs with business units preferred.
Experience creating imaging standards and maintaining a master image library required.
Virtual Telephony platform experience such as Nice InContact and Five9 preferred.
Hands-on hardware troubleshooting experience.
Working technical knowledge of current protocols, operating systems, and standards, including but not limited to Windows, DNS, DHCP, TCP/IP, etc.
Ability to operate tools, components, and peripheral accessories.
Able to read and understand technical manuals, procedural documentation, and OEM guides.
Ability to conduct research into PC issues and products as required.
Effective interpersonal skills and relationship-building skills.
Strong written and oral communication skills.
Ability to present ideas in user-friendly language.
Understanding of the organization’s goals and objectives.
Analytical and problem-solving abilities, with keen attention to detail.
Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
Experience working in a team-oriented, collaborative environment.
Strong customer-service orientation.
Must adhere to all safety measures while in the facility.
Must be detailed oriented and meticulous and have user account credentialing experience.

Work Conditions:

On-call availability per IT off-hours coverage plan.
Sitting for extended periods of time.
Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components.
Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.

Supervisory Responsibility

This position may advise other technicians from time to time.
Reporting Structure

This position reports to the Service Desk Supervisor.

Position Type/Expected Hours of Work

This is a full-time position.

Travel

No travel is anticipated for this position other than visiting other corporate offices from time to time.