IT Service TechnicianMatthews International

The IT Service Technician provides comprehensive technical support and service to our end users to ensure the stability, integrity, and efficient operation of our user-facing systems and services. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

· Provide first and second-level technical support to end-users for all hardware, software, and network-related issues.

· Install, configure, and maintain desktops, laptops, mobile devices, and other EUC hardware.

· Deploy and manage software applications, including operating systems, productivity suites, and business-specific tools.

· Troubleshoot and resolve hardware and software issues in a timely and efficient manner, minimizing downtime.

· Manage user accounts, permissions, and access to network resources in accordance with security policies.

· Assist with the management of IT inventory, including hardware and software assets.

· Create and maintain detailed documentation of EUC systems, processes, and procedures.

· Collaborate with other IT team members to resolve complex issues and implement new solutions.

· Provide training and support to end-users to promote the effective use of technology.

· Participate in IT projects, including system upgrades, migrations, and new technology deployments.

· Bachelor’s Degree in Information Technology, Computer Science or related field is preferred

· 3+ years of proven experience in an End-User Computing, Desktop Support or similar role.

· Local travel will be required.

· Proficient in supporting Windows and macOS operating systems.

· Strong knowledge of Microsoft Office 365 and other common business applications.

· Experience with endpoint management tools (e.g., Microsoft Intune, SCCM).

· Familiarity with Active Directory, Azure AD, and user account management.

· Solid understanding of networking concepts (TCP/IP, DNS, DHCP).

· Excellent troubleshooting and problem-solving skills.

· Strong customer service orientation with excellent communication and interpersonal skills.

· Ability to work independently and as part of a team in a fast-paced environment.

PHYSICAL ASPECTS/WORK ENVIRONMENT:

· Regularly required to stand; walk; sit; and talk, hear and see.

· Ability to lift and carry up to 30 pounds of computer equipment.

· Ability to stoop, kneel, crouch, and crawl to install and maintain equipment under desks and in server rooms.

· Manual dexterity to work with small components and cables.

· Ability to sit or stand for extended periods.

* Reasonable accommodations may be made to enable individuals to perform the essential functions.