IT Support Technician

# Job Description

Responsible for providing technical support and assistance to ITG employees, ensuring efficient resolution of IT issues, maintaining system functionality, and supporting technology deployments while delivering excellent end user service.

# Responsibilities

Key Responsibilities:

• Respond to and resolve IT support tickets within established timeframes to ensure system availability for users.
• Diagnose and resolve hardware, software, and network issues to ensure system uptime and enable productivity of users.
• Set up and configure workstations, mobile devices, and peripherals as per the policy.
• Maintain accurate documentation of support activities and solutions in the FUSE system for tracking, reporting and process improvements.
• Support system and software deployments to ensure IT systems are up to date as per policy and protected from vulnerabilities.
• Perform routine maintenance and updates to enable user productivity.
• Monitor system performance, report issues and troubleshoot any incidents.
• Assist with inventory management of IT assets.
• Follow security protocols, report security concerns and assist in application of resolutions to enable secure IT infrastructure.
• Participate in training and skill development activities.

Key Measures / Key Performance Indicators:

• Ticket resolution rates and time to resolve
• User satisfaction scores
• First-time resolution rates
• Documentation accuracy
• Response time metrics
• System maintenance completion
• Asset tracking accuracy
• Training completion rates
• Adherence to procedures

# Requirements

Education:

Associate's degree in IT or related field required. Bachelor’s degree in information technology, or related field preferred. Technical certifications in IT preferred. Continuing education in IT beneficial.

Experience:

• 1 to 3 years of IT support experience
• Experience with enterprise systems, Microsoft platform preferred
• Background in system administration and IT service delivery

Exposure:

• Knowledge of common hardware and software systems
• Understanding of basic networking concepts
• Familiarity with IT security practices
• Experience with ticketing systems

Factors critical to success at ITG Communications for this position:

• Strong work ethic and reliability

• Systematic problem solving for IT customer service and communication • Willingness to learn and adapt to new technologies

Physical Requirements

• Mobility for Travel, Meetings and Site Visits
• Manual Dexterity for Computer and Phone Use
• Visual and Hearing Acuity
• Ability to Lift and Carry up to 20lbs (if necessary)

# Additional Comments

ITG is an equal employment opportunity employer. ITG’s policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws. ITG also prohibits harassment of applicants or employees based on any of these protected categories. It is also ITG’s policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions.