The IT Support Technician is a staff position within the IT department and performs equipment evaluations, installations, preventive maintenance, repairs, troubleshooting, and educates staff on desktop computer systems. This role includes the duties and skills required for infrastructure technology connectivity of a desktop system to the local area and wide area network (LAN/WAN), as well as the customer services skills needed to support an enterprise wide technology computing environment. The IT Support Technician reports to the IT Manager.
Functional Responsibilities (including but not limited to)
- Primary point of contact for all help desk requests.
- Provides customer support for IT hardware, software and supporting systems, including but not limited to Windows and MAC operating system software.
- Responds to service requests in a timely manner, resolving effectively through appropriate procedures, tools and applications. For diagnosed user errors, works with customer to achieve mutual understanding of proper methods and techniques.
- Provides support to users, scientists, and IT staff, on current problems through effective troubleshooting, monitoring and execution.
- Performs effective and logical troubleshooting techniques to quickly identify root causes and resolutions using established procedures, job knowledge and relevant experience. Utilizes procedures, help sheets, IT Blog posts, and frequently asked questions.
- Monitors and reports status on systems to IT staff.
- Supports the help desk’s operational activities including work order system management, inventory system management, antivirus monitoring, and Office365 administration and management.
- Ability to work unsupervised and ability to prioritize work order load and projects as assigned.
- Research software products and applicability to organizational environment.
- Install, troubleshoot, and repair hardware and software as necessary and work closely with service vendors to ensure continuity of service.
- Remain current on the latest developments in IT technology and assist in implementing practices that will more effectively utilize IT resources.
- Ability to perform all tasks campus wide and underground.
- Associates degree in Information Systems, or related field; bachelor’s degree preferred, or related IT technical support experience.
- Relevant software certifications and/or demonstrated experience with current MS Active Directory, MS Office, MS Windows, MAC OS X, and LAN/WAN connectivity skills.
- Technical Capacity -ability to analyze, identify, and solve technical problems
- Organizational Skills - ability to prioritize tasks, manage time and coordinate numerous activities
- Communication—ability to communicate effectively , both orally and in writing with a wide variety of people
- Decision Making - ability to assess situations, evaluate options, and choose the most appropriate course of action
- Initiative – ability to persist despite difficult conditions and to make suggestions for improvements
This job operates in a professional office environment and utilizes standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. In addition to working in a typical office environment, the successful candidate will perform technical support work deep underground.
The South Dakota Science & Technology Authority (SDSTA) is an Equal Opportunity/Affirmative Action employer committed to the development of a diverse workforce. Applicants are invited to self-identify as an individual with a disability or as a protected veteran. Forms are available on the website www.sanfordlab.org/careers or upon request from Human Resources.