IT Technician - Support and Networking

- Act as a help desk resource for employees, providing assistance with IT systems and their operations - Monitor the performance of IT systems, identifying and addressing issues as they arise - Oversee the onboarding process for new users on role-specific IT systems - Troubleshoot and resolve hardware, software, mobile device, peripheral, and other systems-related problems of varying complexity - Maintain thorough documentation of IT issues and their resolutions using a ticketing system - Collaborate with external IT contractors to implement repairs, replacements, and ongoing projects - Manage and monitor the VOIP phone system and voicemail services - Provide support for email, internet, and intranet services - Conduct software installations, maintenance updates, and patches - Set up, configure, and keep peripheral devices operational - Handle support requests from end users via phone and email, delivering advanced troubleshooting and resolution for hardware, software, and networking issues - Install, diagnose, repair, and maintain computer and networking equipment to ensure optimal performance - Apply hands-on fixes, including software and hardware installations, upgrades, and system/application configurations - Respond to, document, and resolve service tickets promptly - Conduct root cause analysis, documenting common problems and recommending preventive measures - Deliver outstanding customer service in person, over the phone, and through email - Assist in creating, documenting, and implementing standard helpdesk policies and procedures - Coordinate with other departments to address and resolve software, hardware, and operational concerns - Support multiple platforms, encompassing desktops, laptops, mobile devices, and video conferencing tools - Deploy new hardware and/or software, maintain inventory control records, and set up computers for deployment - Troubleshoot and resolve wireless and telephony communication issues - Assist with the administration of Active Directory, DNS, DHCP, and file and print services - Help maintain documentation for IT equipment, company assets, systems, policies, and procedures - Participate in an after-hours on-call rotation - Perform other assigned tasks as needed