JOB SUMMARY: The IT Support Technician is an entry level position responsible for providing support and assistance to Vestal Corporation employees in the day-to-day use of their technology equipment.

JOB DUTIES:

• Install, upgrade, support, and troubleshoot printers, computer hardware, Windows OS, Office 365, and other authorized desktop applications and peripheral equipment.
• Installing, diagnosing, repairing, maintaining, and upgrading hardware and equipment (including but not limited to PCs, laptops, printers, scanners, and iPhones) to ensure optimal performance.
• Provide direct end-user assistance, including familiarizing users with the essential software, hardware, and peripheral device operation.
• Responsible for monitoring, operating, managing, troubleshooting, and restoring services to client personal computers (PCs) or laptops that have authorized access to the network.
• Escalate the issue/problem to proper support team members or vendors when the restoration is beyond the scope of the computers, laptops, printers, and any other authorized peripheral.
• Monitor requests for support via help desk system, phone, email, and use remote assistance to assist end-users.
• Provide end-users with support with various as-needed tasks.
• Document all problems/incidents and resolutions in the help desk software.
• Tier 1 support of help desk.
• Research questions using available information resources.
• Install and configure new IT equipment.
• Participate in the ongoing maintenance and future planning needs of the company’s IT devices.
• Participate in hardware and software reviews and recommend purchases.
• Promote a positive working environment in order to achieve the organization’s goals.
• Perform other duties as assigned.

WORK ENVIRONMENT:

Work is performed in a Vestal Corporation office.

 PHYSICAL REQUIREMENTS:

• Prolonged periods of sitting at a desk and able to operate a computer and other office equipment.
• Must be able to move about the office to access office equipment and other office buildings within the Vestal office complex.
• This position frequently communicates with others and must be able to exchange accurate information.

KNOWLEDGE / SKILL / ABILITY / EDUCATION / EXPERIENCE:

• Bachelor’s degree in Information Technology or related is preferred.
• Experience maintaining confidentiality of all users is required.
• Must have technical knowledge of PC’s and desktop hardware.
• Ability to operate tools, components, and peripheral accessories.
• Must have experience supporting the following technologies:
• Windows Desktop OS’s (Win10, Win11); Windows Server platforms (2012+), Active Directory, Group Policy, Virus protection- Required
• Exchange 365, VLAN, VPN, Meraki/Cisco Switch Configurations, routing, remote control tools, TCP/IP fundamentals, wireless, Intune. – Preferred
• Knowledge of MS Office Suite (Office 365).
• Knowledge in rebuilding workstations (hardware and software) and all aspects of troubleshooting computer systems.
• Experience with VMware and other virtual machines.
• Technical aptitude and experience in providing “hands-on” computer/hardware, desktop, software, and technical support.
• Must have proficient skills in troubleshooting and fixing network/ local printers, network issues, and peripheral devices.
• Ability to effectively interact with co-workers, clients, vendors, and other business contacts.
• Must comply with Vestal Corporations’ core values for the safe and efficient operation of the business and maintain sound relationships among and with employees.