IT Support Technician

The IT Support Technician's role is to ensure proper functionality of end-user devices so employees can accomplish business tasks. Assists end users in resolving hardware and software issues by diagnosing problems and performing troubleshooting activities. Documents, tracks and monitors the problem to facilitate a timely resolution. Relies on established guidelines and instructions to perform daily job functions. Works under immediate supervision, reporting to the IT Support Manager.

• Alert management to emerging trends in incidents.

• Provide first contact support of incoming requests to IT Support via telephone, web portal, email, chat, text messages and other forms of communication to ensure courteous, timely, and effective resolution of end-user issues.
• Build rapport and elicit problem details from Support customers.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Escalate incidents with accurate documentation to suitable technician, when required.
• Record, track, and document the support incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledgebase as needed.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Test fixes to ensure an incident has been adequately resolved.
• Participate in roll-out of new applications and devices.
• Contribute to technician knowledgebase as needed.
• Provide suggestions for continual improvement.
• Provide after-hours support carrying a cell phone on rotating basis with other team members (every third week).
• International support with familiarity using Google Translate.

• College diploma or university degree in the field of computer science or related field preferred.
• 1 to 3 years relevant work experience.
• Certification in ITIL, HDI-CSR, CompTIA A+ and other certifications beneficial.

• Knowledge of computer hardware
• Experience with desktop operating systems
• Application support experience with Microsoft Office Suite
• Strong documentation skills.
• Fluent English language skills.
• Experience working in a team-oriented, collaborative environment.

• Exceptional customer service orientation.
• Ability to absorb and retain information quickly.
• Proven analytical and problem-solving abilities.
• Keen attention to detail.
• Highly self-motivated and directed.
• Excellent written and oral communication skills.
• Excellent interpersonal skills, with a focus on rapport building, listening, and questioning skills.
• Ability to communicate in a polite and professional manner.

• 40-hour work week with on-call availability.
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.

Austin Powder is an Equal Opportunity and Affirmative Action Employer and is committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law. Austin Powder also participates in E-Verify.