Support Technician

Support Technician

The Support Technician is responsible for maintaining, analyzing, troubleshooting, and repairing computer systems, hardware, and peripherals. This position also involves upgrading or replacing hardware and software systems, supporting user accounts and related security, and managing communications equipment. The Support Technician ensures compliance with standards and regulatory requirements, provides technical assistance, and supports information systems, while preparing and presenting reports, briefings, and procedural documentation.

Key Responsibilities:

• Maintain, analyze, troubleshoot, and repair computer systems, hardware, and peripherals.
• Document, upgrade, or replace hardware and software systems as needed.
• Perform installation, basic operation, monitoring, troubleshooting, relocation, and maintenance of communications equipment.
• Identify and resolve basic communications issues related to the technology environment.
• Support and maintain user account information, including security, rights, and group management.
• Assist in monitoring and providing support for systems, subsystems, and application interfaces.
• Access and transfer data to/from various local, state, or federal databases as required.
• Install, move, upgrade, and test new and existing hardware/software configurations.
• Maintain necessary system security controls over software and infrastructure.
• Assist with the review and recommendation of hardware/software procurement and inventory.
• Develop procedure manuals for system operations and maintenance.
• Provide assistance in the design, development, and support of system applications.
• Prepare detailed service record documentation, reports, and evaluations on systems efficiency and utilization.
• Make presentations and provide briefings for training sessions.
• Document technical solutions and provide clear communication of troubleshooting procedures.
• Train users on appropriate use of systems, subsystems, and hardware/software applications.
• Develop and deliver presentations for technical and non-technical audiences.
• May supervise and mentor junior team members or contractors while ensuring team objectives are met.
• Other duties as assigned.

Qualifications:

• Level 1: 1-3 years of experience in the field or in a related area. Has knowledge of commonly used concepts, practices, and procedures within a particular field. Relies on instructions and pre-established guidelines to perform the functions of the job. Primary job functions do not typically require exercising independent judgment.
• Level 2: 4-7 years of experience in the field or in a related area. Familiar with standard concepts, practices, and procedures within a particular field. Relies on limited experience and judgment to plan and accomplish goals. A certain degree of creativity and latitude is required. Works under limited supervision with considerable latitude for the use of initiative and independent judgment.
• Level 3: 8 or more years of experience, relies on experience and judgment to plan and accomplish goals, independently performs a variety of complicated tasks, a wide degree of creativity and latitude is expected.
• email. They will be required to develop solutions for complex network, desktop, and server problems.

Minimum Skills:

• Exceptional interpersonal skills with the ability to communicate in a clear, professional, and articulate manner.
• Exceptional verbal and written communication skills.
• Excellent organizational, analytical, and problem-solving skills with high-level attention to detail.
• Ability to analyze systems and procedures
• Strong multitasking skills with the ability to manage multiple design streams across concurrent work effort.
• Must be self-motivated and able to work well independently as well as on a multi-functional team.
• Ability to handle sensitive and confidential information appropriately

Desired Qualifications:

• Bachelor's degree in Computer Science, Information Systems, or a related field (or equivalent work experience).
• Practices, principles, and techniques of computer operations and information systems.
• Hardware and software management, including personal computers, mainframes, and peripherals.
• Information security policies, procedures, and regulatory requirements.
• Standards and best practices for administrative and technical IT support.
• Experience in automated data processing systems.
• Hands-on knowledge of installation, maintenance, and upgrading IT assets and systems.
• Familiarity with local, state, or federal database systems and their integration.
• Proven ability to supervise team members or lead projects.

Pay Range: USD $45,000.00 - USD $75,000.00 /Yr.