IT Technician

AP Professionals of WNY
Published
October 6, 2021
Location
Buffalo
Category
IT  
Job Type

Description

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

Responsibilities:

  • 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
    operations.
  • 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

Qualifications:

  • 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
Apply
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