Job Summary

The IT Technician will provide technical assistance and support for incoming tickets related to computer systems, portable electronic devices, software, and hardware. Respond to helpdesk tickets in person, over the phone, email, or via the user portal. Install, modify, and repair computer hardware and software. Assists the team by investigating current environment, recommending solutions, escalating as needed, and integrating standard solutions. Assist IT Leadership by understanding the current environment, recommending solutions, and integrating standard solutions. Additionally, complete projects such as running reports, maintaining logs and maintaining end-user set-ups of various security and systems, new client site walks, and other client onboarding functions.

Job Responsibilities

Serves as first line triage and level 1 support for end users by way of phone, email, or user portal. Work through the ticketing system to prioritize and communicate with end users for their IT support needs. Provisioning, configuring, and supporting computers, tablets, desk phones, and mobile devices. Moderate troubleshooting of IT issues. Moderates understand of IT concepts: VoIP, DNS, FTP, IP static/dynamic, RDP, HTML, and VPN. Identify and escalate situations requiring urgent attention in a timely manner and document accordingly. Administration of software (suite software, internal software, printer drivers, etc.). Provisioning, inventorying, and dispersal of IT supplies. Create and maintain all IT-related documentation for supported sites. Setup new users and support resources of terminated users. Must be able to travel to local satellite offices to provide on-site support 30-50% of the time. Identifies and escalates situations requiring urgent attention to the appropriate resource per the escalation procedure. Responsible for coordinating the shipping and receiving of assets between hardware vendors and PHMG locations. Assist running morning reports/scans to confirm all systems are good. Moderate understanding of MS Office Tools, Office365, Sharepoint, Teams, and Onedrive. Moderate understanding of proprietary software support. Occasional after-hours and weekend work as needed. On-call rotation. Maintains, diagnoses, and resolves client hardware, software and peripheral issues, such as workstations, printers, MFDs, IDFs, phones, and other peripherals, along with related documentation. Assist IT Leadership with escalations. Assist System Administrators and Network Administrators with any support needs, including tape backups, reviewing logs, site visits, information gathering, boots on the ground. 3rd party secure data transfers and imports. Maintain accurate inventory of assets.

Job Requirements

Minimum Education: Not Applicable

Preferred Education: Not Applicable

Minimum Experience: 4+ years of general IT experience, preferably supporting end users.

Preferred Experience: Experience with different OS versions, including, Windows XP, 7, 10, Mac 10.15+, Server 2003-2022, Advanced experience with Active Directory, Advanced troubleshooting skills

Required License: Not Applicable

Preferred License: Not Applicable

Required Certification: Not Applicable

Preferred Certification: ITIL v3 or 4