Job Summary

The IT Technical Support Representative serves as the primary point of contact for employees regarding electronic equipment throughout the company. This role is responsible for installing, maintaining, modifying, and repairing IT-related systems, diagnosing issues, and implementing solutions for both company-wide and individual user needs. Additional responsibilities include email postmaster duties to ensure reliable email communication between employees and customers.

Essential Duties & Responsibilities

• Troubleshoot, repair, maintain, modify, and install programs on electronic equipment throughout the facility.
• Assemble, configure, and test computer equipment or local area network (LAN) units using standard interface protocols.
• Consult with and assist manufacturer representatives in the installation of new computer equipment.
• Prepare and submit vendor warranty claims, parts requests, and related documentation with proper authorization.
• Provide and maintain an adequate level of knowledge to support users in computer, network, hardware, and software programs.
• Assist in gathering bid prices on equipment and supplies when needed.
• Move and set up PC equipment in different locations as required.
• Install and maintain hubs and copper networks while troubleshooting connectivity issues.
• SonicWall experience preferred.
• Respond to requests for technical assistance and problem resolution in a timely manner.
• Database Duties: Learn, utilize, and program within the FileMaker database suite.
• Set up and support employee email accounts.
• Interface with and take direction as needed from external IT personnel.
• Perform other duties as assigned or requested.

Supervisory Responsibilities

This position does not have direct supervisory responsibilities. However, the IT Technical Support Representative is expected to demonstrate leadership and professionalism by adhering to company policies, procedures, safety guidelines, and applicable laws.

Qualifications

To perform this job successfully, an individual must be able to complete each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities necessary for the role. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education & Experience

• High school diploma or GED required.
• College degree in Information Technology, certification, or formal training in a related field preferred.
• Extensive knowledge of Mac computers, equipment, and operating systems is REQUIRED.
• Working knowledge of PC equipment and operating systems.
• 1-2 years of experience in computer-related fields preferred.

Skills & Competencies

• Strong work planning and scheduling abilities.
• Effective oral and written communication skills.
• Demonstrated problem-solving skills with keen attention to detail.
• Excellent organizational and follow-through abilities.
• Ability to work independently while also contributing effectively as part of a team.

Scheduling Flexibility

This position may require an early start time or extended hours on occasion, as dictated by business needs. The ability to adjust to these scheduling requirements is essential.

Language Skills

• Ability to read, analyze, and interpret technical procedures.
• Ability to write reports, business correspondence, and document procedures.
• Ability to effectively present information and respond to questions from managers and employees.

Reasoning Ability

• Ability to apply common sense understanding to carry out detailed but straightforward written or oral instructions.
• Capable of problem-solving within standard operational situations involving a limited number of variables.

Physical Demands

• This position requires minimal physical labor but does involve lifting up to 30 pounds for moving equipment.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Work Environment

• The work environment is moderate in noise level and typically conducive to office and IT-related tasks.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.