IT Technician

AP Professionals of WNY
October 6, 2021
Job Type


Providing first level support for caller requests, tracking incidents via ticketing system, and monitoring system wide alerts, downtimes and advisories.


  • Provide First Level Support for caller requests including troubleshooting, escalation
    and/or and resolution.
  • Clearly and accurately document all calls in incident management software for detailed
    tracking of incident reporting. Route all manually assigned incidents appropriately.
  • Monitor system wide alerts, downtimes and advisories, document and escalate to
    appropriate support team by providing notification, updates and resolution as required.
  • Maintains IT inventory, purchases, repairs and replacement of IT assets.
  • Configures and sets up servers to work with various programs; installs software. Ensures
    server backups and networked user backups are performed on a regular basis.
  • Develops and maintains software and hardware inventory and tracking systems; develops
    inventory lists and orders, stocks and stores electronic components.
  • Performs equipment repair, builds cables, and replaces boards and components to identify
    or remedy failures.
  • Works with management to train users in the basic operation and maintenance of
    microcomputers and related components.
  • Works directly with third party IT vendors to maintain consistent user support whether or
    not they are in the office.
  • Performs preventive maintenance for computer, data communication and/or peripheral
    equipment; tests and adjusts to appropriate standards.
  • Ability to multi-task customer calls, e-mails, IT security user provisioning and data center
  • Use remote access tools for troubleshooting and resolution of basic technical issues.
  • Communicates proposed and completed changes with management to ensure smooth
    transition of changes


  • Two (2) years of help desk call center, customer service, or application support experience required OR Associate degree or certificate of course completion in a technical related field.
  • CompTIA A+ Certification, Cisco CCNA, HDI Help Desk Technician, Microsoft Certified Professional, or Microsoft Certified Systems Engineer preferred but not required.
  • Knowledge of Electronic Medical Record applications preferred.
  • Knowledge of Microsoft Windows and user interfaces.
  • Ability to multitask efficiently in a high-energy work environment.
  • Strong problem solving skills, responsiveness, and excellent follow-through.
  • Exceptional customer service and communication skills including patience with nontechnical individuals.
  • Must be a team player and work effectively and collaboratively with other teammates.
  • Ability to self-start and self-manage once trained
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