The Technology Support Technician plays a crucial role in ensuring the seamless operation of technological tools vital to our employees’ work. This includes managing a range of systems such as computer desktops, peripherals, point-of-sale systems, digital video surveillance systems, and other related technology. The objective is to uphold performance standards that align with the core job functions of our employees and vendors, thereby supporting our company's business goals.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Address incoming support requests from employees via multiple channels professionally and promptly.Diagnose technology issues accurately, document relevant employee details, and monitor support activities until they are resolved or escalated.Troubleshoot and repair hardware problems efficiently, minimizing disruption to employees.Offer comprehensive technical support, including help with Microsoft Windows® systems, Microsoft Office, Point-of-Sale systems, video systems, and other specialized software.Provide feedback on support documentation, maintain accurate technology asset records, and manage documentation.Use knowledgebases and external resources to research and resolve problems.Follow up on resolved support issues as needed.Analyze resolved issues to identify trends and prevent future problems.Develop support documentation and FAQs for end users.Configure and deploy computer systems and peripherals in line with department policies, ensuring minimal customer disruption.Maintain records of technology assets, tracking their location and condition according to department policies.Work assigned shifts, including on-call support on a rotating schedule and holidays.Pursue self-paced educational goals approved or recommended by the supervisor.

 

NON-ESSENTIAL DUTIES:

Performs other related duties as assigned by supervisor.

 

EDUCATION and/or EXPERIENCE:

A high school diploma or equivalent is required, with post-secondary education or certification being highly desirable.A minimum of one to two years of work experience, or an equivalent combination of education and experience, is expected.

 

COMPUTER SKILLS:

Proficient in troubleshooting and resolving Windows-based system issues to minimize downtime and maintain optimal performance.Skilled in setting up and maintaining desktop peripherals, including printers, scanners, and other devices.Experienced in supporting point-of-sale systems and resolving related technical issues.Knowledgeable in maintaining and troubleshooting digital video surveillance systems.Familiar with general computer repair and maintenance to ensure efficient and effective system operation.Competent in managing technology equipment and parts inventory, keeping accurate records, and ensuring availability.Committed to continuous learning and staying current with the latest technology trends and best practices in technology support.

 

REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS:

Valid Driver’s License with acceptable driving record

 

OTHER SKILLS and ABILITIES:

Exceptional interpersonal skills, focusing on building rapport, listening, and questioning.Strong visual documentation skills, with the ability to document and diagram processes and procedures for problem resolution.Capable of conducting research into a wide range of computing issues as required.Quick to absorb and retain information.Able to communicate ideas and instructions to employees in user-friendly language.Highly self-motivated and directed, with keen attention to detail.Possessing exceptional analytical and problem-solving abilities.Able to prioritize and execute tasks effectively in high-pressure situations.Demonstrating an exceptional customer service orientation.Experienced in working within a team-oriented, collaborative environment.Willing to travel, including infrequent overnight trips.

 

QUALIFICATION REQUIREMENTS:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

 

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

 The employee is frequently required to lift and/or move up to 25 pounds. The employee is occasionally required to lift and/or move up to 50 pounds.While performing the duties of this job, the employee is regularly required to stand.The employee is frequently required to walk and talk or hear.The employee is occasionally required to sit; use hands to finger, handle, or feel; reach   with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell.

 

ENVIRONMENTAL DEMANDS:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ability to operate a motor vehicle during various weather and road conditions.Ability to work in an open office environment with frequent background noise.