IT Support Technician
Chesterfield, MO
Full Time
Mid Level
The IT Support Technician works with a team providing technical and systems support for both office and field operations. This position exercises independent judgment and technical expertise in diagnosing inbound issues, managing IT infrastructure, and implementing technology solutions that improve productivity, security, and reliability across the organization. The role requires a hands-on, well-rounded IT professional, with strong problem-solving skills to support an established team and a growing company!
Essential Duties and Responsibilities:
Essential Duties and Responsibilities:
- Serve as the first and primary contact for field and office users for IT-related issues, troubleshooting and resolving problems in a timely manner.
- Analyze, diagnose, and resolve complex hardware, software, and network issues, exercising discretion and independent judgment in determining root causes and corrective actions.
- Manage and resolve incoming calls, voicemails, emails, and in-person requests related to hardware, software, networking, and other technologies.
- Log and track support requests using help desk software; maintain historical records and document problem resolutions.
- Provide hands-on and phone support for end-user technology including PCs, laptops, printers, scanners, smartphones, and other field-deployed devices.
- Utilize Remote Monitoring and Management solutions to recognize, research, isolate, resolve, and follow up on technology problems as well as build automated deployment and support methods.
- Perform network connectivity troubleshooting and network administration tasks.
- Manage user accounts, permissions, and security compliance within Microsoft 365 and other enterprise systems.
- Create, maintain, and update technical documentation, including instructions, training materials, and support procedures.
- Provide hardware and software user training and technical guidance to both office and field employees to support effective system use and compliance with IT policies.
- Install, configure, and maintain operating systems, applications, and productivity tools.
- Apply technology innovation and systems analysis to identify, design, and implement solutions that resolve end-user challenges and improve operational processes.
- Deliver professional, patient, and effective support to end users, taking ownership of assigned systems and responsibilities.
- Maintain accurate records of all technology assets.
- Collaborate with IT team members to ensure consistent support standards and efficient operations; escalate issues to higher-level support or external vendors, including hardware/software vendors as needed.
- Assist with IT projects, including system upgrades, technology deployments, and process improvement initiatives as assigned.
- Uphold all company safety and technology policies, ensuring a secure work environment.
Knowledge, Skills and Abilities:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform these functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and communicate verbally. The employee is occasionally required to stand, walk, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required for this position include close vision, distance vision, and the ability to adjust focus.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Bachelor's degree in Information Technology or a related field, or equivalent experience.
- Minimum three (3) years of experience in helpdesk or technology support roles in an office environment.
- PC and laptop hardware and software setup and support
- Set up and support smartphones, tablets, printers, scanners, cameras, and other technological devices
- Call tracking, prioritization, and resolution
- Technical documentation and knowledge management
- Experience with IT purchasing and asset tracking.
- Intermediate experience in Microsoft 365 environment
- Experience with support tools such as Ninja, Sentinel One, Huntress, or similar tools preferred.
- Additional skills in SharePoint, PowerApps, database reporting, and other general IT knowledge are desirable.
- Advanced customer service, communication, organization, and task management skills.
- Ability to work effectively in a team environment with a diverse group of people.
- Ability to present and train technical material one-on-one or in group settings.
- Strong problem-solving skills and the ability to take initiative in identifying, troubleshooting, and resolving technical issues.
- Ability to manage multiple projects and priorities simultaneously.
- Ability to take ownership of assigned systems, processes, and projects, and to contribute to IT process improvements.
- Knowledge of company policies, procedures, and IT best practices.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform these functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and communicate verbally. The employee is occasionally required to stand, walk, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required for this position include close vision, distance vision, and the ability to adjust focus.
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