IT Support Technician I/II

POSITION PURPOSE:

The IT Support Technician I/II provides responsive, high-quality technical support to Benefit Funds employees in a Windows-based environment. The position supports end-user hardware, software, mobile devices, and related technology and works both independently and collaboratively as part of the IT team. The position may be filled at Level I or Level II based on the selected candidate’s experience and qualifications.

ESSENTIAL JOB FUNCTIONS:

• Diagnose and resolve end-user hardware and software issues, including login problems, system errors, and workstation or peripheral failures.
• Provide support by email, phone, remote-support tools, and in person, as appropriate. Set up, move, and reconnect equipment for individual employees and departmental relocations.
• Follow all support issues to full resolution, implementing workarounds as needed and ensuring problems do not return once solved.
• Support desktop software used by the organization, including Microsoft 365 applications, benefits-administration and document-management systems, and other business applications.
• Perform routine preventive maintenance and workstation updates to maintain security, compliance, and reliable performance.
• Complete assigned technical tasks accurately and within established service expectations.
• Utilize an incident ticketing system to receive and track support requests, problem fixes, permission changes, and other helpdesk related activity. Maintain detailed ticket notes for inter- and intra-department communication regarding issues and to provide status reports. Document all symptoms, research, steps taken, changes, and fixes for future incidents, audits, persistent problems, self-help documentation, and standard operating procedures.
• Work independently or as a team member on small to mid-sized technical projects of low to moderate complexity.
• Proactively communicate issues and status reports to senior IT staff.
• Successfully complete all relevant general and technical training programs in accordance with departmental goals and objectives.
• Install, configure, diagnose, repair, maintain, and upgrade workstations and related equipment to ensure reliable performance.
• Assist the Systems Administrator and other IT staff with user administration and basic server or network support, as assigned and under appropriate guidance.