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Technician, IT

Posted on Apr 16, 2019 by Lee Cty Electric Co-Op-Own

North Fort Myers, FL 33918
Information Technology
10 Apr 2019
Annual Salary
Full-Time
This position is responsible for providing support in more than one of the IT Services and Support functional areas including Computer Operations, PC Tech support, IT Service Desk and Mobile Device/Telephony Management. Each IT Technician will be assigned a primary role and may actively support other areas within the IT Services and Support Teams. The demands for IT support are dynamic by nature based on personnel availability, operations and project activity. IT Technicians are expected to meet the needs of the organization as the situation dictates and per the direction of their primary and secondary team lead and the Head of IT Infrastructure, Operations and ISO.
PC Technician Responsibilities: Tier I (Entry Level - 2 Years of Experience): Configure and maintain PCs, laptops, and peripheral hardware equipment.Thorough knowledge of PC hardware to include memory, CD-ROMs, floppy disks, hard drives, network cards, modems, monitors, printers, and scanners.Ability to perform hardware upgrades to existing PCs.Ability to perform first level problem determination.Demonstrate dexterity using hand tools necessary for basic maintenanceConfigure and maintain PC systems and application software.Thorough knowledge of the Microsoft Client operating system.Ability to install and configure PC application software.Thorough knowledge of directory structures.Working Knowledge of anti-virus software.Maintain and observe password security.Under direction of the Network Engineer, install and configure PC network hardware and software.Develop a basic knowledge of network architecture.Develop a basic knowledge of telephone-related services and equipment and how they function in a network.Ability to follow technical instructions and maintain Local Area Network (LAN) hardware and software.Help install and maintain the physical cable connections between the network switches and client PCs.Provide first level user support for PC- and network-related problems.Answer user inquiries regarding the operation of their PCs. Respond to user requests for PC and LAN problem resolution services.Work with vendors supplying maintenance services to resolve PC and LAN problems. Maintain Issue, Change, and Request service logs using the appropriate software, record all requests for service.Knowledge of Internet access and operation.Ability to transfer files and information using Internet programs and tools.Ability to use web sites to facilitate hardware and software maintenance.Assist with managing software and hardware inventories. Tier II (2 - 4 Years of Experience) and: Ability to perform second level problem determination.Basic knowledge of Microsoft server operating systems and Citrix Server.Senior-level Knowledge of anti-virus software.Assists with server and network support as appropriate.Can work independently with little supervision.Comp TIA A+ Certification Tier III (4+ Years of Experience) and: Responsible for maintaining LCEC specific applications that utilize database synchronization techniques to enable a mobile workforce. Applications utilize SQL Anywhere and SQL Server to replicate data throughout the LCEC wired and wireless network.Work with the Lead, IT Security to keep abreast of new desktop hardware and software changes.Work with the Lead, IT Security to ensure that desktop operating system and application patches are deployed as required to ensure supportability and security.Create, maintain and deploy standard profiles and desktop images Computer Operations Responsibilities: Tier I (Entry Level - 2 Years of Experience): Responsible for the operation of the centralized computer equipment and associated peripherals. While Computer Operators work on an assigned-shift basis, it must be understood that any operator may be asked to work on any other shift if the Lead, Computer Operations deems this to be a necessity in order to maintain a consistent level of productivity and meet established schedules. Perform all duties required of the assigned shift operator per the current shift checklist and as directed by the Lead, Computer Operations and IT Leaders. Take necessary action to resolve production issues as directed by IT technical team members.Monitor and process on and off-site back-ups per the current back-up scheduleMonitor and process daily billing jobs and file transfers to ensure successful and timely completion. Notify the appropriate on-call technical or functional team members of any processing issues that impact the normal billing and file transfer schedules. Tier II (2 - 4 Years of Experience) and: Ability to perform all duties required of all operator shifts.Ability to configure back-up jobs, policies and schedulesAbility to configure daily billing jobs and file transfers to ensure successful and timely operations support in production and test environments. Tier III (4+ Years of Experience) and: Ability to Lead the Computer Operations team as needed. IT Service Desk Responsibilities: Tier I (Entry Level - 2 Years of Experience): Provide first-level user support for IT Services and escalate issues as needed.Answer user inquiries regarding the operation of their PCsRespond to user requests for PC and application issue resolution services.Work with vendors supplying maintenance services to resolve PC and application issues.Respond to critical support requests on off-hours, if required, on an infrequent basis using the appropriate software, record all requests for service.Maintain effective working relationships with personnel in all LCEC departments.Maintain good oral and written communications.Follow up on requests for information and services in a timely manner.Maintain written records and logs as required with the IT department.Effectively communicate to others using e-mail and the telephone system.Ability to use MS Office to write memos, letters, and create spreadsheets.Ability to work with users and explain user-level PC and application technical material.Ability to clearly document problem causes and resolutions in writing. Tier II (4+ Years of Experience) and: Monitor IT Services and escalate as appropriate to ensure Service Levels are achieved.Create reports/queries to assist in the management of IT Services and established IT Metrics.Provide new employee orientation sessions to ensure a smooth on-boarding process and adoption of LCEC standards and procedures. Mobile Device & Telephony Management: Tier I: Manage the deployment and support of VoIP, analog and digital telephones.Provide end-user functional training as required and provide user level configuration management for the telephony infrastructure, voice mail and contact center application environments.Smart phone and cellular phone support & lifecycle management.Mobile broadband card support & lifecycle management.Mobile device asset management & reporting. Qualifications: Level 1 Required · High School Diploma or Equivalent.· One tier I skill & competency. Desired · AS/AA degree in related field. Level 2 Required · High School Diploma or Equivalent.· One tier II competency or two tier I skills & competencies.· Two (2) years of experience. Desired · AS/AA degree in related field.· Microsoft Certified Professional (MCP). Level 3 Required · High School Diploma or Equivalent.· One tier III competency or a combination of skill and competency tiers whose sum is three (3).· Four (4) years of experience. Desired · AS/AA degree in related field.· Microsoft Certified Professional (MCP).· Comp TIA Network + Certification. Level 4 Required · High School Diploma or Equivalent.· A combination of skill and competency tiers whose sum is four (4).· Six (6) years of experience. Desired · BS/BA or AS/AA degree in related field.· Microsoft Certified Professional (MCP).· Comp TIA Network + Certification.· Microsoft Certified Solutions Associate (MCSA). Level 5 Required · High School Diploma or Equivalent.· A combination of skill and competency tiers whose sum is five (5) or more.· Eight (8) years of experience. Desired · BS/BA or AS/AA degree in related field.· Microsoft Certified Professional (MCP).· Comp TIA Network + Certification.· Microsoft Certified Solutions Associate (MCSA). Physical Demands and Work Environment: The physical demands and work environment characteristics described here must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions: Physical Demands: May be required to lift up to 30 pounds, and sit for extended periods of time at a desk/computer terminal. Able to view computer monitor from a reasonable distance.Work Environment: Air conditioned office environment, computer room. Please note that at the time a candidate is made a job offer, the candidate will be subject to a background check and a drug screening. Category: Technology , Keywords: IT Specialist

Reference: 694247879

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