Information Technology Technician

Monitor and Troubleshoot

• Monitor network performance and respond to alerts and incidents.
• Troubleshoot network-related problems and resolve or escalate ticket issues to higher-level support.
• Inspect, analyze, and troubleshoot systems and equipment.
• Install, configure, and manage software and its functions according to specifications.
• Research repair processes and coordinate with other professionals to resolve problems and repair or replace faulty equipment.
• Resolve tickets in the ticketing system in a timely manner, review overdue tickets, and escalate as needed.
• Detailed actions and requests for support are required on all tickets, as well as constant follow-up until a resolution has been reached.

Produce/Maintain Documentation

• Contribute to and maintain up-to-date documentation of configurations, procedures, guides, and repairs.
• Update various spreadsheets or applications to keep track of installations, software/hardware support, etc.

Training

• Plan, coordinate, and assist with training, development, and education for new software and hardware.
• Prepare training material and train new employees.
• Participate in or deliver regular interval training on troubleshooting steps for all equipment.

End User Support

• Provide support to end-users regarding device issues.
• Work with customers and corporate clients regarding difficulties at various sites in order to resolve issues that they may be experiencing.
• Set up user workspaces when needed.
• Perform standard IT help desk duties.

Infrastructure Support

• Configure and maintain IP subnets, Firewall configurations, PoE Switch configurations, Wireless Access Points, IP cameras, and other technologies as required.
• Install/replace the aforementioned equipment at the customer’s location as needed.
• Install Ethernet cables as needed.
• Set up lab environments for testing configurations.
• Design and set up areas for equipment demonstration.
• Manage client camera systems and Wi-Fi systems.

System Validation

• Configure and validate systems on-site or using remote technologies.
• Validate and troubleshoot equipment installations.

Sustain and improve efficiency.

• Organize equipment and keep work areas in a clean, orderly, and functional state.
• Create scripts to automate and optimize common tasks.
• Ensure security and privacy of networks and computer systems.
• Run tests and interpret results to make practical recommendations.
• Create reports for offline and pre-deployed equipment.
• Collaborate in meetings with other departments to collaborate on issues or future plans.
• Communicate with personnel who work in other offices to ensure knowledge, tasks, and other information is being passed to each other.
• Ensure tasks assigned by the immediate supervisor are completed in a timely manner.
• Work within cross-functional working groups to resolve technical issues.

Workplace management.

• Maintain a clean work area.
• Support area improvements of the work location.
• Provide assistance to other employees when available.