The IT Support Technician's role is to ensure proper functionality of end-user devices so employees can accomplish business tasks. Assists end users in resolving hardware and software issues by diagnosing problems and performing troubleshooting activities. Documents, tracks and monitors the problem to facilitate a timely resolution. Relies on established guidelines and instructions to perform daily job functions. Works under immediate supervision, reporting to the IT Support Manager.\nResponsibilities\nStrategy & Planning\n\nAlert management to emerging trends in incidents.\n\nOperational Management\n\nProvide first contact support of incoming requests to IT Support via telephone, web portal, email, chat, text messages and other forms of communication to ensure courteous, timely, and effective resolution of end-user issues.\nBuild rapport and elicit problem details from Support customers.\nPrioritize incidents and service requests according to defined processes to meet defined SLAs.\nEscalate incidents with accurate documentation to suitable technician, when required.\nRecord, track, and document the support incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.\nUse remote tools and diagnostic utilities to aid in troubleshooting.\nResearch solutions through internal and external knowledgebase as needed.\nIdentify and learn appropriate software and hardware used and supported by the organization.\nPerform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.\nTest fixes to ensure an incident has been adequately resolved.\nParticipate in roll-out of new applications and devices.\nContribute to technician knowledgebase as needed.\nProvide suggestions for continual improvement.\nProvide after-hours support carrying a cell phone on rotating basis with other team members (every third week).\nInternational support with familiarity using Google Translate.\n\nPosition Requirements\nFormal Education & Certification\n\nCollege diploma or university degree in the field of computer science or related field preferred.\n1 to 3 years relevant work experience.\nCertification in ITIL, HDI-CSR, CompTIA A+ and other certifications beneficial.\n\nKnowledge & Experience\n\nKnowledge of computer hardware\nExperience with desktop operating systems\nApplication support experience with Microsoft Office Suite\nStrong documentation skills.\nFluent English language skills.\nExperience working in a team-oriented, collaborative environment.\n\nPersonal Attributes\n\nExceptional customer service orientation.\nAbility to absorb and retain information quickly.\nProven analytical and problem-solving abilities.\nKeen attention to detail.\nHighly self-motivated and directed.\nExcellent written and oral communication skills.\nExcellent interpersonal skills, with a focus on rapport building, listening, and questioning skills.\nAbility to communicate in a polite and professional manner.\n\nWork Conditions\n\n40-hour work week with on-call availability.\nSitting for extended periods of time.\nDexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.\nLifting and transporting of moderately heavy objects, such as computers and peripherals.\n\n

Austin Powder is an Equal Opportunity and Affirmative Action Employer and is committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law. Austin Powder also participates in E-Verify.