IT Support Technician - 2nd Shift

Job Summary

The IT Technician provides daily technical support to business area management and staffs for personal computer systems software, hardware, and network connectivity. Installs, configures, and troubleshoots desktop systems, workstations and network connectivity issues. 

Job Details/Responsibilities

• Oversee the daily performance of computer systems.
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Assist in supporting general IT infrastructure (computers, storage, network, etc.).

• Provide end user support of all IT managed systems and applications.
• Work independently to resolve prioritized requests while maintaining accurate and thorough documentation, complete ticketing history to document analysis, diagnosis, and resolution plus future preventive actions.
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications. Follow a prescribed trouble-shooting methodology to resolve customer requests consistently and efficiently.
• Modify and customize commercial programs for internal needs.  Recognize and documents recurring problems and patterns of problems within the environment.
• Appropriately determine when to escalate to the next level of support.
• Create and maintain knowledge procedures.
• Provide on call support as part of a rotating schedule.
• Ensure compliance with all Terumo procedures including all applicable regulatory agency requirements.
• Contribute to a positive work environment by fostering open communication with team members, other departments, and management, promote teamwork, and commitment to excellence.

Perform other related duties and responsibilities, as assigned.

Job Responsibilities (continued)

Working Conditions/Physical Requirements

Knowledge, Skills and Abilities (KSA)

• Proficiency level knowledge of Windows based PC and application software such as MS Office, MS Exchange, Internet Browser, Microsoft Teams, SharePoint,Antivirus Software required. Advance networking knowledge (Ethernet, Wi-Fi). 
• Certifications in A+ or Network+ desired.
• LAN/WAN troubleshooting skills required.
• Apple IOS experience is a plus.
• Demonstrate interpersonal skills, including the ability to listen, resolve problems, deal with unresolved issues, delays and unexpected events, and the ability to effectively communicate and maintain rapport with supported customers.
• Analyze information and evaluate results to choose the best solution and solve problems.
• Keep up-to-date technically and applying new knowledge to your job.
• Handle and move objects by using hands and arms in handling, installing, positioning, and moving materials, and manipulating things.
• Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Competence in English and Spanish, both verbal and written.
• Ability to support and troubleshoot PC related hardware and software.
• Multitask, prioritize, and meet deadlines in timely manner.
• Strong organizational and follow-up skills, as well as attention to detail. 

Qualifications/ Background Experiences

• Associate or equivalent Technical Degree in Computer Science or related field. Bachelor’s Degree preferred.
• Minimum 3 years of PC Hardware experience, troubleshooting and replacing hardware components and advanced Windows Desktops OS’s configuring and troubleshooting.