System Support Technician

Position Title: Systems Support Technician 1

Position Objective:

Systems Support Technician 1 provides technical support for end users, handling help desk tickets, troubleshooting issues, and ensuring prompt resolution of technical problems. The role involves a mix of desk-side assistance, system maintenance, and hardware/software configuration to ensure smooth system operations across various end-user environments.

Essential Job Duties:

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Responds to calls and inquiries from computer system end users, providing technical assistance and troubleshooting a variety of hardware, software, and peripheral issues.
• Offers desk-side support to users, ensuring issues are resolved efficiently and effectively.
• Enters, tracks, and manages all help desk tickets in the problem tracking application, ensuring follow-ups are conducted in a timely manner to ensure successful problem resolution and user satisfaction.
• Configures, installs, maintains, and replaces end-user hardware and software as needed, working with various types of equipment.
• Performs basic repairs on hardware or coordinates repairs through appropriate vendors.
• Assists in asset management, ensuring proper documentation and timely replacement of hardware as necessary.
• Handles system maintenance tasks such as monitoring disk usage, performing system backups, and ensuring smooth operation of computer equipment.
• Provides support for third-party applications, including but not limited to MS Office Suite, Windows OS, remote access, printers, and peripherals.
• Maintains security awareness to identify and mitigate common cybersecurity risks (e.g., phishing, malware).
• Ensures safe internet practices for users, educating them on safe browsing habits.

Skills & Experience:

• Basic knowledge of computer hardware, operating systems, and common software applications.
• Strong customer service and communication skills.
• Familiarity with ticketing systems and knowledge bases.
• Basic security awareness, including understanding common cybersecurity threats.
• Understanding of safe browsing practices and how to avoid security risks.
• Ability to troubleshoot hardware/software issues effectively and maintain high levels of customer service.
• Preferred: CompTIA A+ certification or equivalent technical certifications.

Educational/Experience Requirements:

• AA degree or enrollment in college-level courses (B.S. or B.A. preferred). Professional experience will be considered in lieu of formal education.
• Minimum of two years of experience in a help desk or technical support role, including working with the above-mentioned hardware and software components.

Knowledge, Skills, Abilities:

• Strong technical troubleshooting skills and attention to detail.
• Excellent communication and interpersonal skills.
• Ability to work independently or as part of a team in a fast-paced environment.
• Strong organizational and time management skills, with the ability to manage multiple priorities effectively.

Physical Demands:

• Medium-duty physical requirements, including the ability to lift up to 50 pounds occasionally, 30 pounds frequently, and 10 pounds constantly to move objects.

Required License/Certifications:

• Preferred: CompTIA A+, CompTIA Net+, or similar certifications.

This job description reflects the general duties and responsibilities required to perform the role. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.

Working Conditions, Equipment, Physical Demands: There is a reasonable expectation that employees in this position will not be exposed to blood-borne pathogens.  

Physical Demands – Medium Duty - Exerting up to 50 pounds of force occasionally, and/or up to 30 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements.