Associate Application Technician

» Associate Application Technician
Information Technology
in Orlando
, FL
Reference: 19-03383

Description:

  • Configure and install software for IT users’ desktops and laptops
  • Involved in the installation and rollout of new software packages, upgrades and new desktop hardware
  • Maintain desktop software and hardware; support mobile workforce
  • Provide Tier 2 support to IT users for basic software and hardware of end-user computing and desktop-based LAN systems
  • Troubleshoot problems using scripts and checklists as guides
  • Escalate to Tier 3 support when necessary
  • Document problems and resolutions
  • May perform end-user training
  • Strong customer service skills are important in this position
  • Participate in the testing and evaluation of new desktop packages and implements prototypes

 Complexity:

  • Learner/entry level role
  • Provide maintenance and support for basic client products, peripherals, network and physical moves
  • Work on one project at a time as a project team member
  • Function, somewhat independently, under direction of senior technician or supervisor/manager
  • Generally, follow documented procedures and checklists

Essential Position Functions:

  • Answer inbound calls, support tickets, and web chats and assess customer’s technical support needs and handle/route accordingly, using documented procedures and available tools
  • Provide answers to clients by identifying problems, researching answers, guiding client through corrective steps
  • Improve customer knowledge base references by writing and maintaining documentation
  • Improve system performance by identifying problems and recommending changes
  • Achieve specified performance goals
  • Diagnose, troubleshoot and/or upgrade workstation servers
  • Provide set up and configuration of applications
  • Develop recommendations for enhancing approaches for software support service
  • Develop and manage effective working relationships with other departments, groups and personnel with whom work must be coordinated or interfaced
  • Meet professional obligations through efficient work habits such as meeting deadlines, honoring schedules, coordinating resources and meetings in an effective and timely manner, and demonstrate respect for others
  • All work responsibilities are subject to having performance goals and/or targets established

Education/Licensure/Certification:  

  • Associates degree in related area; or equivalent combination of education and relevant experience
  • Microsoft Certification, A+ Certification or SharePoint Certification preferred
  • ITIL Certification preferred
  • ServiceNow Certification preferred

Experience:

  • Information Technology Service Desk experience preferred
  • Typically has 1 to 2 years of IT work experience with demonstrated working knowledge of the basic hardware and software products and problem solving/troubleshooting skills
  • Application support experience preferred

Knowledge, Abilities and Skills:

  • Strong interpersonal and customer service skills
  • Strong understanding of technical IT support knowledge, hardware break/fix, troubleshooting, as well as communication and analytical problem-solving skills
  • Ability to work with and for multiple employees and meet deadlines
  • Knowledge of and ability to apply software support and troubleshooting methodologies
  • Ability to compose grammatically correct, concise and accurate notes
  • Knowledge of technology solutions for the Internet, hand-held devices, personal computers and networks
  • Exceptional listening skills
  • Ability to communicate clearly and succinctly
  • Capable of locating and installing device drivers
  • Diagnose, troubleshoot and/or upgrade workstations and servers
  • Enhanced ability to interpret customer’s description of problem, troubleshoot and provide solutions, summarize and document interaction
  • Some experience with Active Directory and understand how to add users and groups
  • Understand a domain environment and how to access file/folder shares on other machines on the network
  • Understand how to install different types of software and troubleshoot error messages that may come up