IT Support Technician I

HAWTHORNE RESIDENTIAL PARTNERS

IT SUPPORT TECHNICIAN I

SALARY: $18/hour - $22/hour depending upon experience.

SKILLS, KNOWLEDGE & PERSONAL CHARACTERISTICS:
Understanding of IT principles and an ability to communicate technical concepts effectively to a varied audience. Minimum Associate Degree in Computer Science, Data Processing Technology, or related field or equivalent plus 2+ years’ hands on experience in computer networks and systems maintenance. Must have suitable knowledge of Microsoft Office and Windows desktop operating systems and ability to troubleshoot basic windows and computer errors and issues. Must have experience with various antivirus software. Experience with network cabling repair & ability to troubleshoot basic network and telecommunications issues for both land-line and VoIP phone systems a plus. Must be able to deliver a high level of customer service and meet deadlines. Must be dependable and have the ability to flex work schedule to accommodate after hour and weekend emergencies.

SUMMARY OF FUNCTIONS:

The primary purpose of this role is to provide first level and/or basic second level support to resolve problems with products and applications for IT and telecommunication systems located a apartment communities and at the corporate office. Requires tracking and documentation by entering details of problems, status of service requests, and resolutions into the company tracking system. Includes responsibility for performing the setup and maintenance of computer systems by installing and/or upgrading hardware and software, providing remote as well as on-site service and support for computer, phone and network issues. The IT Support Technician I may interact with third party hardware and/or software vendors by initiating and supporting vendor services as necessary. Position will require up to 50% travel including possibly overnight stays.

ESSENTIAL FUNCTIONS:

Duties may include, but are not limited to:

  • Provides first level and/or basic second level support to resolve problems with products and applications while meeting customer service standards (i.e., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly).

  • Attempts to resolve problems, then escalates problems as necessary to appropriate resources (e.g., software support team, vendor, IT Manager)

  • Performs tracking and documentation for all support work by entering details of problems, status of service requests, and resolutions into the company tracking system. Also includes maintaining/updating computer inventory logs.

  • Monitors resolution of problems to achieve closure and provides status updates to employees and IT support team.

  • Performs the setup and maintenance of computer systems by installing and/or upgrading hardware and software, printers, scanners, bank check scanners, and other peripherals at apartment communities as well as at the corporate or regional offices.

  • Performs basic network cabling repair as needed.

  • Troubleshoots basic network and telecommunications issues for both land-line and VoIP phone systems.

  • Provides end user training as needed or directed.

  • Supports cell phone configuration and troubleshooting.

  • Assists with property acquisitions and dispositions remotely &/or onsite.

  • Other duties and projects as assigned.

SUPERVISORY RESPONSIBILITIES: This job has no supervisory responsibilities.

FLSA STATUS: Non-Exempt

ORGANIZATIONAL RELATIONSHIP: Reports directly to the IT Manager.

OTHER REQUIREMENTS:

Hours of Work: 8:30am/9:00am to 5:30pm/6:00 pm, Monday through Friday.

Transportation: Must have dependable vehicle to transport tools and equipment to job sites. Must provide proof of liability insurance for same. Bondable and Valid Driver’s License

AMOUNT OF OVERTIME: As needed for emergencies.

PHYSICAL DEMANDS: Extensive mobility and good physical condition. The ability to lift 75 lbs. for the installation and removal computer equipment. The ability to operate all required hand tools for repairs. The ability to walk, stand, sit, kneel, squat, crouch, bend, stoop, push, pull, twist, climb stairs, climb ladders, grasp, squeeze, and reach including overhead items in need of repairs. The ability to drive to and from job sites. Tolerance to all extremes of hot and cold weather, as may be necessary.

TOOLS: Must provide own basic tools, or be willing to obtain the required tools.

WORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and risk of electrical shock. The noise level in the work environment is usually moderate.

EDUCATION AND EXPERIENCE: Associate Degree in Computer Science, Data Processing Technology, or related field or equivalent and 2+ years’ experience in computer networks and systems maintenance.

LANGUAGE SKILLS: Ability to read, write and verbally communicate in English.

COMMUNICATION: Must be able to communicate effectively with site staff, supervisors and vendors.

REASONING ABILITY: Has the ability to apply common sense understanding to carry out basic written or oral instructions.

MATHEMATICAL SKILLS: The ability to add and subtract two digit numbers and to multiply and divide with 10’s and 100’s. The ability to perform these operations using units of American money and weight, measurement, volume and distance.

PRE-EMPLOYMENT TESTING: Pass drug test and background check requirements.

PERSONAL APPEARANCE: Dress, grooming and personal cleanliness standards contributes to the business image of Hawthorne Residential Partners. During business hours or when representing the company, you are expected to present a clean, neat and tasteful appearance. Refer to Employee Handbook for complete Personal Appearance Guidelines.