Job Description

Job Title: IT Support Tech

Location: New Ulm, MN - 56073

Job Description:

Job Profile Summary This position requires various skill sets in both technical and analytical areas. This position is cross trained in many areas in order to provide optimal support and resolution to fulfill internal customer’s desktop, telecom & network infrastructure field support needs including—desktops, printers, scanners, handheld devices, monitors, laptops, tablets, IOS devices and other related desktop hardware and software issues. In addition, this position provides installation and troubleshooting of network and phone infrastructures, including installation of preconfigured switches, term servers, UPS’s, wired and wireless phone, making cross connects, etc. This position may coordinate requests and implement infrastructure moves, additions and changes system-wide, while gathering and analyzing internal customer requirements to fulfill business needs. This position also participates in a non-prime 24 x 7 on-call rotation in response to reported field support incidents.

Job Requirements Must be 18 years of age with education and/or experience needed to meet required functional competencies as listed on the job description, and High school diploma or GED preferred • • Vocational or Technical Training in computer science, information technology or related field preferred • Bachelor's degree in computer science, information technology or related field preferred 2 to 5 Years experience with operating systems, infrastructure, hardware and software, previous work with desktop, telecom and network hardware required

Principle Responsibilities :

Processing requests Process new service requests from the analysis and definition of customer requirements through acquisition, approvals, service delivery, implementation and fulfillment. ○ Research and work with a Value Added Reseller (VAR) to define technical feasibility, compatibility and supportability of infrastructure hardware/software. ○ ○ Adhere to Information Technology and company asset management procedures. Participate in project meetings, assist in virtual walk-throughs and communicate with regional team members and other Information Technology groups as required.

Desktop troubleshooting and support:

Install, physically move, maintain and troubleshoot various computer equipment, including Desktop PCs, laptops, Integrated Wireless WAN laptops, tablets, mobile devices, printers, and scanners, monitors, IOS devices, etc. ○ ○ Install and troubleshoot various types of software. ○ Perform basic hardware repairs as needed. ○ Provide input for problem resolution other Information Technology employees. Instruct customers in the use of computer equipment; answer questions and assist in resolving incidents and problems related to hardware and software applications. ○ ○ Participate in non-prime 24x7 on-call rotation in response to field support incidents.

Telecom troubleshooting and support :

Avaya equipment hardware such as removing/replacing phone components, headset issues and verification of network wiring. ○ ○ Configure and support Avaya equipment software. Troubleshoot and resolve issues regarding local phone services including vendor provided T1 and analog service interruptions and vendor management. ○ ○ Maintain equipment and wiring in telecom closets. ○ Configure and support Vocera and wireless phone systems. Perform moves, adds and changes at system-wide locations including installation of analog, digital and IP phones and headsets.

Network troubleshooting and support : Install preconfigured network gear such as switches, firewalls and terminal servers, asset tagging of UPS and ATS equipment. ○ ○ If needed, assist with on-site after-hour power outage coverage. ○ Replace and/or install failed network equipment ○ Perform low level access function to switches and term servers. ○ Maintain cross connections and switch documentation in data closets. ○ Assist in data closet best practices, troubleshoot or escalate issues. ○ Participate in non-prime 24x7 on-call rotation.

Customer Service: Attend project meetings, assist in virtual walk-throughs and communicate with regional team members and other IT groups as required. ○ Maintain ServiceNow (SN) ticket service level agreements (SLA) and document customer communications and work completed within SN tickets. Respond to ticket updates and escalation requests within 4 hours. ○ ○ Escalate issues and workload problems to senior team member.

Documentation and Project Management : ○ Participate in and sometimes lead, small projects. Create documentation pertaining to service requests and technical issues for use by end users and internal IT employees. ○ Test and evaluate proposed changes by performing baseline tests for quality and ensure processes are implemented in a consistent manner. ○ ○ Adhere to the Change Management and the Service Management tool (ServiceNow).

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