3. 3 4 hours ago Full Job Description Overview: The Jurgensen Companies Information Technology Division will provide you with consistent work diversity and will allow you to own the projects you are working on. . The company provides the available resources needed to perform the job effectively. How you will make an impact: Correspond and follow up on technical support incidents and requests submitted via incident management portal, phone, email, and walk-ups. . Independently investigate and implement appropriate solutions to technical issues. Deliver IT support for a variety of business class hardware, software and IT solutions. . Provide support for networking and a variety of Microsoft Software (Windows OS’s, Microsoft Office Suite). Recognize and identify reoccurring problems, creative problem solver who anticipates risks and opportunities and maintains a vision for continuous improvement. . Perform basic user administration in a client server environment. Maintain IT procedures and documentation. . Maintain equipment inventory. Responsibilities: Primary Responsibilities of an Information Technology User Support Technician: Provide elevated technical support and one-on-one assistance to end users of the John R Jurgensen Company in a friendly, respectful, courteous, and professional manner. . Perform software and hardware installation. Log all Help Desk interactions into an Incident Management system. . Performs general maintenance tasks and resolves minor complex problems immediately, while more complex issues are identified and escalated as needed. Takes ownership of issues and act as a liaison in order to conduct root cause analysis to completely resolve all issues permanently and in a timely fashion. . Anticipate potential issues and working to resolve them proactively before they become a problem. Essential Functions of Information Technology User Support Technician: Central point of contact for all IT service requests directed to the IT Help Desk and provides solutions in a timely and efficient manner. . Evaluates, prioritizes and resolves service requests or technology issues. Triages if unable to resolve requests at first contact and escalates specialized support requests to other IT team members as appropriate. . Provides technical support to computer customers needing assistance with account administration (password resets and account unlocks), hardware and software troubleshooting, and general service / support request entry via an Incident management system. Leads end users through diagnostic procedures to determine correct resolution or escalation path. . Troubleshoots issues for network connectivity (including Windows OS’s Smart Phones, Laptops, IPads, etc. ). . Instructs end-users on use of technologies within the designated spectrum of support. Grants user access rights to networked sites and peripherals. . Performs general maintenance tasks, troubleshoots, and repairs computer systems and peripheral equipment. Performs basic computer hardware and software installations. . Logs all help desk interactions. Ensures all open incidents are current and updated, and that all parties are aware of the incident status. . Maintains the highest level of customer satisfaction by resolving all tangible problems and concerns. Follows-up with internal customers once incidents are resolved to ensure resolution and positive impact on customer satisfaction. . Assists in developing and maintaining a problem resolution knowledge base. Explains information system policies as required. . Ensures that company IT assets are maintained responsibly. Working Conditions for Information Technology User Support Technician: This position may travel; work extended hours or work on-call as needed in support of site installations, company events or IT deliverables. . Must possess and exhibit a high degree of professionalism, maturity, and patience. Qualifications: Qualifications for Information Technology User Support Technician: Bachelor’s degree in Informational Technology field highly preferred. . Continuing education in the Information Technology field preferred. Two or more years help desk, service desk, technical support or equivalent educational experience required A certification preferred. . Excellent customer service and communication skills required. EOE/M/F/Disabled/Veteran/DFSP. .