IT Technician

Principal Duties: To Cover day to day Desktop\ AV Operations for Noth Central Bronx\Jacobi Minimum Qualifications: The IT Technician works under the direction of the Assistant Director and/or Director and is responsible for assisting with IT desktop and laptop (including scanners, monitors, keyboards and mice). The IT Technicians day -to -day activities associated with the delivery of IT and administrative services within EITS. The IT Technician will also be responsible and accountable for management of hardware deployments and inventories in his/her care by following the process provide.
General Tasks and Responsibilities Will Include:
Point of contact for end-users assistance to receive technical support for desktops, printers, scanners, devices and equipment
Responsible for day to day technical support and timely resolution of end-users desktop related issues, incident tickets and optimal restoration solution provided to end-users
Providing direct, over the phone or remote troubleshooting of end-user desktop, equipment, application, device communication and connectivity issues in a timely fashion
Imaging, Installing, diagnosing, repairing, maintaining, and upgrading desktop, devices, equipment, software applications and operating system
Supporting all hardware and software Add, Change, Move, Install, Imaging, Upgrade of desktops, printers, scanners, devices, equipment and ensure optimal performance of the end-user workstations
Ensuring desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers, and administrative systems to help minimize end-users downtime
Where and when necessary perform restoration activities working with other teams access teams
Escalates issues/problems to proper tier 2, tier 3 support team members and vendors as the case may be
Performs general preventative and remedial maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment
Performs work in compliance within specified warranty requirements and returns defective equipment/parts to maintenance inventory, document customer repairs, maintains and restocks assigned parts inventory
Promptly analyzing incident tickets and end-user incoming call problems and support requests to determine restoration strategy and approach
Facilitate end-users desktop data and application restoration and recovery
Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software
Responsible for tracking hardware and software inventory
Familiarize and assist end-users on basic software, hardware and peripheral device operation and use
Works with vendor support contacts to resolve technical issues within the desktop environment
Arranging and preparing equipment for shipping/receiving and disposition
Accurately and promptly record incident/issue and service request ticket work logs and service restoration activities in the incident management system with the date, time and restoration activities summaries
Developing in-depth skills and technical knowledge of each system and sub-systems in current and new technologies
Maintaining adequate and industry awareness of knowledge of operating systems and application software used to provide a high level of support
Maintains, follows and consistently demonstrates a general knowledge of team policy guidelines, processes and procedures
Prepares and willing to do any other reasonable and lawful instruction/task on time and correctly
Managing time efficiently, effectively, setting priorities appropriately, schedule calls, able to maintain professional demeanor under stress and operate within customer support standard operating procedures
Broad knowledge and expertise in the characteristics of computers, peripheral devices, communications systems and hardware capabilities, programming languages, E.D.P. applications, systems analysis methodology, data management and retrieval techniques;
Maintains proper grooming and adheres to attendance and timesheet policy standards.
Other Preferred Skills:
Broad knowledge and expertise in the characteristics of computers, peripheral devices, communications systems and hardware capabilities, programming languages, E.D.P. applications, systems analysis methodology, data management and retrieval techniques;
Knowledgeable In:
Microsoft Operating Systems
Microsoft Office
Educational Level:
A Baccalaureate Degree from an accredited college or university with a major in Computer Science, Systems Engineering, applied Mathematics, Business Administration, Economics/Statistics, Telecommunications, Data Communications, or a related field of study; and
Network Services requires a telecommunications background and experience.
A satisfactory equivalent combination of training, education, and experience.
Years of Experience:
Five (5) years of progressive, responsible experience in the field of data processing, computer systems, and applications.
Operations Specialty requires supervisory experience (5 years).
 

Desired Skills and Experience

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