Jr IT Support Technician

About the Role
The company is seeking a Jr. IT Support Technician to join the Information Technology Department. The Jr. IT Support Technician will be responsible for general maintenance of computer equipment and the resolution of identified technical problems for the company's staff and guests.

Key Responsibilities

• Support and maintain user account information including rights, security, and systems groups.
• Maintain, analyze, troubleshoot, and repair computer systems, hardware, and computer peripherals.
• Upgrade or replace hardware and software systems.
• Report daily and hourly activities.
• Provide any remote tasks as needed by Members, guests, the company, Starfish, and Development Staff.
• Serve as the first point of contact for new ticket submissions and prioritize first call resolution.
• Observe and perform appropriate ticket escalation when necessary.
• Communicate effectively with Members, guests, the company, Starfish and Development Staff, IT support technicians, and IT Manager.
• Ensure assigned Maintenance Work Orders are updated daily.
• Assess each Member/employee’s IT knowledge levels.
• Deal with difficult people as needed.
• Demonstrate logical thinking, analytical skills, and problem-solving abilities.
• Develop an in-depth understanding of the software and equipment used by Members/employees.

Qualifications & Skills

• Associate degree or Professional Technical Training preferred.
• Possess a certificate for CompTIA A+ and Network+ or have 4 years’ experience in a similar capacity.
• Familiarity with Microsoft 365 and Microsoft Operating systems preferred.
• Certification in Microsoft, Linux, or Cisco is advantageous.
• Prior experience in tech support, desktop support, or a similar role.
• Proficiency in Windows/Linux/Mac OS.
• Experience with remote desktop applications and help desk software.
• Attention to detail and good problem-solving skills.
• Excellent interpersonal skills.
• Strong written and verbal communication abilities.
• Accurate record keeping.
• Testing and fixing faulty equipment.
• Ability to work independently and take initiative.
• Knowledge of Microsoft operating systems and office suite.
• Practical knowledge and problem-solving abilities.
• Understanding of wireless technologies and protocols.
• Working knowledge of CCTV and Audio systems.
• Ability to lift, push, and/or pull up to 50 lbs.

Additional Requirements

• Positive attitude, professional demeanor, and exceptional communication and interpersonal skills to deliver service to members, guests, and team members.
• Must be able to work flexible hours/schedule including evenings, weekends, and holidays. Long hours may be required due to business demands.
• Ability to work in a team environment.
• Ability to remain calm and focused during busy times.
• Proficient in English; additional languages preferred.
• Must be able to work a flexible schedule, including shifts longer than eight (8) hours.