IT Technician

hace 1 semana

Zapopan, México BlueGrace Logistics A tiempo completo

Job Summary:
This role is on-site and responsible for supporting the organization’s computer systems, hardware and software and helping end users with technical issues submitted through the help desk.

**Duties and responsibilities**:

- Installs, configures, upgrades, and troubleshoots problems related to hardware, software, phones, and other equipment (e.g., printers) and systems.
- Responds to IT help desk requests submitted by employees with technical issues.
- Troubleshoots Level 1 problems related to any aspect of network/telecommunications systems and PC’s.
- Diagnoses, tracks, resolves, and documents problems and resolutions.
- Serves as initial point-of-contact with vendors to solve problems.
- Assists with AD management of users and devices, and software licensing.
- Onboards new employees, issues equipment, and assists with workstation set-ups. Provisions system access and sets permission for employees based on department and position.
- Supports end user training related to spam filtering.
- Provides device support: troubleshooting, warranties, and occasional minor physical repair or upgrade work. Orders user equipment and maintains equipment inventory database to ensure accuracy.
- Uses internal and external knowledge bases and resources to research issues independently, escalate issues outside the technician’s level of knowledge and experience (including most server and networking issues, as appropriate)
- Advises, trains, and assists users on how best to utilize systems.

**Qualifications**:

- Associate degree in a related area with 2-4 years of experience; or equivalent combination of education and experience preferred.
- Knowledge of enterprise IT support preferred. Using any case management / support ticketing and knowledge-based systems.
- Ability to provide quality customer service and teamwork while managing multiple tasks and projects under competing deadlines.
- Understanding of IT principles and an ability to communicate technical concepts effectively to a varied audience.
- Strong senses of discretion, urgency and confidentiality.
- May be required to assist in the evening and/or weekends and travel occasionally.

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