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As the IT Support Technician, you are encouraged to think creatively while crafting FBA’s network systems solutions. You will be part of a talented team carrying out FBA’s mission to provide quality, high-touch service.
Primary Responsibilities
- Provide prompt initial response and manage expectations for all assigned service requests and incidents.
- Effectively use the knowledge base and other tools to diagnose and repair issues within target time limits.
- Troubleshoot system problems and complete repairs in a timely, efficient manner.
- Maintain, analyze, and troubleshoot computer hardware, server hardware, network hardware, and software in person and remotely.
- Implement corrective actions needed to mitigate security risks and vulnerabilities.
- Review systems for IT-related deficiencies by analyzing and assessing potential issues or risks in gap analysis.
- If a service request or incident cannot be managed within time constraints, escalate the matter to the appropriate team member or Systems and Technology Director for resolution.
- Provide appropriate support advice and instruction.
- Utilize the ticketing system to log all issues, requests, and activities, including documentation of special requests and necessary customizations for future support.
- Maintain ticket queues, add meaningful updates to open tickets, and work within service level targets.
- Collaborate with team members to communicate innovative solutions, assist support technicians, and ensure adherence to established change management best practices.
- Ensure accuracy and completeness of procedures and support information.
- High interpersonal and relationship skills are essential when working with ministry departments and staff.
Requirements
- Self-starter with excellent analytical and problem-solving skills.
- Excellent verbal and written communication skills.
- Ability to quickly diagnose, organize, and prioritize issues.
- Ability to multi-task in a diverse and rapidly changing environment.
- Excellent organizational skills and the ability to self-direct on assigned activities.
- Working knowledge of PC operations, including hardware, operating systems, network printing support, and network settings.
- Experience providing IT support within a Windows Active Directory environment and operating in the Azure cloud environment.
- Ability to safely lift and handle IT equipment (up to 50 pounds).
- Ability to climb ladders.
- Ability to work in high spaces, cramped spaces, and spaces with no or limited climate control.
- Ability to stand, kneel, and crouch for extended periods.
- Professional dress code
- Must be able to work a Sunday through Thursday weekly shift with extended Wednesday hours
Preferred Experience & Qualifications
- Two or more years of PC support, diagnostic/troubleshooting, and repair experience
- Previous experience with ticket tracking systems (e.g., ServiceNow, HEAT, Remedy, CA Service Desk).
- Associates degree or higher in a related field from an accredited institution.
Professional certifications such as:
- CompTIA A+
- CompTIA Network+
- CompTIA Security+
- Microsoft Certified Professional
- Certified Wireless Network Administrator
- Microsoft Azure Foundations AZ-900
Benefits and Perks
- Comprehensive benefits (medical, dental, vision)
- Life and Disability Insurance
- Certification/education program