IT Services Technician

Information Technology Support

Purpose: Supports the information technology infrastructure and users throughout the enterprise using a variety of skills and knowledge and providing great customer service. Directly supports a variety of desktop PC's, servers, LAN/WAN connectivity, wireless service and related devices.

Position Functions / Area of Responsibility: Usually works under supervision, often conferring with a manager, with some latitude for unreviewed action where there may be more than one possible solution and where guidelines may need interpretation. Requires problem-solving and initiation of defined job activities. Applies a variety of skills, knowledge and experience to expeditiously resolve tier 1 and occasionally tier 2 issues. Escalates difficult tier 2 and all tier 3 issues to other appropriate team members.

Duties and Responsibilities Are:

• Provide help desk support to 100+ local and remote users. Assist end users via telephone, e-mail, and in person with a wide range of questions, requests relating to desktop PC software, hardware, smartphones, iPad and peripherals.
• Document all work performed in the solutions provided on a timely basis, clearly and completely in the Track-It help desk system.
• Achieve and maintain exceptional customer satisfaction survey ratings.
• Manages all aspects of enterprise owned websites, along with associated websites and applications, by overseeing page redesigns and coordinating with various departments on all website updates.
• Initiates and maintains web-based corporate relationships.
• Serves as the company's primary contact with web hosting and programming companies.
• Coordinates software integration and templates.
• Manages all web-based projects within budget and timeline.
• Adapts quickly to learn new software and admin tools.
• Manages technology/software changes, advancements, and upgrades affecting templates, program companies, website, web systems and services. Recommends newer technology/software and appropriate upgrades, changes and new features.
• Travel: Occasional trips to programming companies training and yearly conferences.
• Interactions: Direct and continuous contact with end users of products. Direct and continuous contact with co-workers, management and other departments. Must have the ability to interact at any time with end users and other employees pleasantly and maintain good working relationships with others and all departments at MD Office Solutions, LLC.

This position is great for any candidate that is able to learn new skills quickly through independent research on the job.