IT Support Technician I

Salamanca, NY 14779

Posted: 03/19/2019 Employment Type: Permanent Industry: IT Job Number: 1259 Pay Rate: Negotiable

Lighthouse Technology Services is seeking an IT Support Technician I in Salamanca, NY.

Responsibilities Include:  

  • Provide support for all hardware, software desktops, servers, networks, telecommunications, and/or the AS/400.
  • Work closely with Application Support and Technical Services team, management, and vendors to research and gain resolution on more difficult issues.
  • Resolve and escalate technical problems according to standard operating procedures and within defined service levels up to and including dispatching IT Support Technician III’s onsite.
  • Document, track and monitor problems and resolutions to ensure timely resolution.
  • Receive and respond to customer requests to identify, troubleshoot and resolve computer operating system, application and hardware issues.
  • Work alongside other IT staff to complete work requests as directed by the Operations Support Manager or IT Support Shift Manager. This could include desktops, servers, networks, telecommunications, and/or the IBM iSeries (AS/400).
  • Seek to gain an understanding of the technical infrastructure components in use throughout the company, their designs and their operations, how they interact with one another, and how to effectively troubleshoot, install, and repair said components.
  • Interact with customers, answering questions and responding to special requests.Assist with resolving operational problems with users, coordinating proposed solutions with Application Support team, Technical Services team, and management.
  • Work with Application Services and / or Technical Services and hardware/software vendors to resolve hardware/software issues, on-line processing or application problems as directed.
  • Log all customer interactions into tracking database.
  • Participate in shift turnover (pre-shifts) to ensure timely resolution of problems.
  • Work with management to plan and accomplish goals.May be asked to perform a variety of tasks as directed.
  • Create and update all documentation relating to infrastructure components, and user locations.
  • Maintain a working knowledge and practical application of information security principles and practices as they relate to their job responsibilities.
  • Proactively assess potential risks and vulnerabilities within the environment.
  • Understand and comply with all information security policies and procedures at all times.
  • Provide exceptional customer service to all patrons and communicates in a pleasant, friendly and professional manner at all times.
  • Maintain a professional work environment with supervisors, managers and staff.
  • Meet the attendance guidelines of the job and adhere to regulatory, departmental and company policies.
  • Must complete all required SGC Training programs within nine (9) months from commencement of employment.
  • Attend all necessary meetings.

 

Note:  Hours are determined by a 24-hour schedule.

 

Requirements Include:

  • Must be 18 years of age or older upon employment.
  • Associates Degree in computer science, management information systems or one (1) to three (3) years of job experience/Course work in a closely related field is required.
  • IT approved Certification required within twelve (12) months of employment.
  • Experience supporting Microsoft Windows clients is preferred.
  • Experience in a Help Desk or similar Technology Support environment is preferred.
  • Experience supporting an IBM iSeries (AS/400) environment including commands and utilities, PBX and Voicemail systems, Windows networking environment including Windows clients and servers and Cisco Switches is preferred.
  • Must be able to demonstrate proficiency in Microsoft Windows and Microsoft Office.
  • Previous customer service experience preferred.
  • Must possess excellent communication skills.
  • Must have the ability to write routine correspondence and to speak effectively to the public, employees, customers and vendors.
  • Must have the ability to deal effectively and interact well with the customers, vendors and employees.
  • Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner.
  • Must be resourceful, utilizing all resources that are available to resolve issues.
  • Must demonstrate good judgment.
  • Must be a team player with strong interpersonal skills.

 

Requirements Include:

  • Must be 18 years of age or older upon employment.
  • Associates Degree in computer science, management information systems or one (1) to three (3) years of job experience/Course work in a closely related field is required.
  • IT approved Certification required within twelve (12) months of employment.
  • Experience supporting Microsoft Windows clients is preferred.
  • Experience in a Help Desk or similar Technology Support environment is preferred.
  • Experience supporting an IBM iSeries (AS/400) environment including commands and utilities, PBX and Voicemail systems, Windows networking environment including Windows clients and servers and Cisco Switches is preferred.
  • Must be able to demonstrate proficiency in Microsoft Windows and Microsoft Office.
  • Previous customer service experience preferred.
  • Must possess excellent communication skills.
  • Must have the ability to write routine correspondence and to speak effectively to the public, employees, customers and vendors.
  • Must have the ability to deal effectively and interact well with the customers, vendors and employees.
  • Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner.
  • Must be resourceful, utilizing all resources that are available to resolve issues.
  • Must demonstrate good judgment.
  • Must be a team player with strong interpersonal skills.

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