Description

SUMMARY

The IT Support Technician is primarily responsible for providing technical support and customer service to both the employees of MCHD and external customers. Responsibilities include resolving support tickets, performing IT equipment installations, performing warranty repairs on IT equipment and conducting preventative maintenance tasks. In addition, this entry level IT position will be a core team member in achieving the goals of the IT department as directed by the MCHD Executive team.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Provides basic telephone, in-person, and online support to end-users including remote employees
• Assists with triaging work tickets to dispatch appropriate resources
• Document issues, solutions, and best practices in the ticketing system
• Educate users on basic troubleshooting steps and best practices
• Primarily responsible for repairs of IT equipment such as phones and tablets
• Installs and replaces hardware and peripheral components such as monitors, keyboards, scanners, and battery backups
• Provides primary support for copiers and scanners including education, supply replacement, toner management
• Occasionally creates educational or training material for end-users and the district knowledgebase
• Maintain the highest level of customer service and confidentiality
• Assists in preventative maintenance inspections of IT related hardware and software at all MCHD facilities and vehicles
• Maintains accurate employee system access and information in appropriate software systems for both onboarding and offboarding
• Coordinates notifications of internet outages, network outages and/or maintenance windows to appropriate parties
• Assists with maintaining inventory par levels and with the salvage process
• Assists with maintenance and auditing of internet accounts
• Occasionally, cover on-call rotation for after-hours support
• As needed, employee may be designated essential personnel for continuity of operations for disasters.
• Performs other related duties, as assigned or needed.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities at this time.

MINIMUM QUALIFICATIONS

• High School diploma or GED required.

• Certificate from college or technical school or three to six months related experience and training or equivalent combination of education and experience.
• CompTIA A+ certification

SKILLS and KNOWLEDGE

• Strong communication and customer service skills
• Basic knowledge of Microsoft Office suite required (Outlook, Word, Excel, PowerPoint)
• Basic email and internet skills required.

CERTIFICATES, LICENSES, REGISTRATIONS

• Current Texas Driver's License.
• Remain insurable by the current insurance vendor of MCHD.

NOTE: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demand Category:

Heavy Work: Lifting 100 pounds maximum with frequent lifting and / or carrying of objects weighing 50 pounds or more.

Audio-Visual & licensing Demands:

Vision (Avg), Color Discrimination, Peripheral Vision, Depth Perception, and Hearing (Avg)

Required License/ Certification: Valid Texas Driver's License

Specific Actions Required:

In an eight hour day, this job may include:

Standing/ Walking: 6-8 hours

Sitting: 6-8 hours

Driving: 4-6 hours

Work Environment:

This job may include the following conditions:

Chemicals, Cold, Dampness, Fumes/ Gases, Heat/ Humidity, Height, and Noise

Repetitive Motions:

This job will include:

Simple Grasping, Fine Manipulation, Pushing & Pulling, Finger Dexterity, and Foot Movement

Maneuverability:

This job will require:

Frequent: Bending, Squatting, Climbing, Twisting, and Reaching

Qualifications