Primary Objective: Provide frontline technical support to end-users and ensure smooth and efficient IT operations within an organization, address user inquiries, troubleshoot basic hardware and software issues, and deliver excellent customer service.

Description:

• Respond to incoming user requests through various communication channels, including phone, email, and chat.

• Assist users in resolving common IT-related problems such as password resets, software installations, and basic connectivity issues. Their strong communication skills and patience are critical in guiding users through technical solutions.

• Accurately document and track user interactions, problem descriptions, and resolutions within a ticketing system.

• Adhere to established protocols for triaging and escalating issues to higher-level technical teams when necessary.

• Act as the first point of contact for end-users, contributing to the overall user experience and ensuring that technology-related disruptions are minimized.

• Assist in maintaining user accounts, providing basic training on IT tools, and contributing to IT projects as required.

• Requires a solid foundation in IT basics, good problem-solving abilities, and a customer-oriented approach.

• Plays a critical role in enabling users to effectively utilize technology resources and contribute to the organization's overall productivity.

• Serves as an excellent entry point for individuals seeking to develop their technical skills, gain experience in IT support, and lay the foundation for a career in the IT field.

  Areas of Accountability:

• User Support: Provide prompt and courteous technical assistance to end-users via phone, email, or chat, addressing a wide range of hardware, software, and network-related issues.

• Troubleshooting: Diagnose and resolve basic technical problems, including password resets, software installations, email configuration, and connectivity issues.

• Ticket Management: Create, update, and manage support tickets in a ticketing system, accurately documenting user interactions, issues, and resolutions.

• Issue Escalation: Escalate complex or unresolved issues to higher-level technical teams while ensuring users are kept informed about the progress of their requests.

• Remote Assistance: Provide remote support by guiding users through troubleshooting steps, remotely accessing their devices if necessary, and offering solutions without on-site presence.

• Software Support: Assist users with software-related problems, including troubleshooting application errors, explaining software functionalities, and helping with basic software installations.

• Hardware Support: Provide basic hardware support by guiding users through setup, configuration, and troubleshooting of computer systems, peripherals, and mobile devices.

• Password Management: Follow established security protocols and authentication procedures to assist users with password resets, account lockouts, and access issues.

• Documentation: Maintain accurate records of user interactions, solutions provided, and troubleshooting steps taken, contributing to a knowledge base for future reference.

• Customer Service: Ensure a positive user experience by exhibiting strong communication skills, empathy, and patience while helping users navigate technical challenges.

  Knowledge, Skills Abilities:

• Technical Proficiency: Strong understanding of basic computer hardware, software, operating systems, and networking concepts.

• Customer Service: Excellent communication skills, patience, and a customer-focused approach to addressing end-users technical issues with empathy and professionalism.

• Problem-solving: Ability to analyze and diagnose technical problems, follow systematic troubleshooting steps, and provide effective solutions.

• Active Listening: Skill in actively listening to users' descriptions of issues and asking relevant questions to gather comprehensive information for problem resolution.

• Remote Support: Proficiency in providing remote technical assistance, guiding users through troubleshooting steps, and using remote access tools effectively.

• Ticketing Systems: Familiarity with using ticketing systems to create, manage, and update support tickets, ensuring accurate documentation of user interactions.

• Time Management: Ability to prioritize and manage multiple support requests simultaneously while adhering to response and resolution timeframes.

• Adaptability: Capacity to learn and adapt to new technologies, software applications, and IT procedures in a dynamic and evolving environment.

• Basic Network Knowledge: Understanding basic networking concepts, IP addressing, and troubleshooting.

• Professionalism: Strong work ethic, reliability, and a positive attitude when dealing with users, colleagues, and technical challenges.

  Education and Experience

• Bachelor’s degree in computer science, mathematics, or engineering

• Minimum of 2-3 years of experience in IT

• Experience working with the following environments: Mac OS, Windows 10 & Windows Server 2008+ operating systems, Active Directory, Exchange / Office 365, Network Storage

• Experience setting up and troubleshooting various technical equipment such as laptops, video conferencing systems, mobiles, etc.

  Physical Requirements/Environmental Adaptability:

• Requires static strength to lift, push, pull, or, on occasion, carry objects with a minimum weight of 50 pounds. Also, flexibility to bend, stretch, twist, climb, or reach with your body, arms, and/or legs. Some tasks involve repetitive motion.

• Agricultural Environment – Possible exposure to seasonal weather, outdoor conditions, and agricultural products.