IT Services Technician

General Summary: The I.T. Services Technician is responsible for Tier 1 end user support including but not limited to  providing software support, diagnosing failures, communicating remediation plans and providing status updates. Responsible for  developing and implementing user documentation, instructions and SOPs including training and creating documentation libraries.  

Essential Functions: 

Primary Function:  

â— Responsible for providing Tier 1 help desk and desktop support to the Zoo community daily users; 

â— Configures, installs and supports desktop computers, laptop computers, handheld devices, monitors, portable data storage  devices and other general peripherals; 

â— Diagnoses hardware and software failures, communicates the remediation plans to users and provides status updates;

â— Provides software support to users as identified by tasks including basic to advanced operations and general use; 

â— Develops end user documentation and instructions; creates resource library and develops and delivers training to end users;  

â— Follow, industry best practices, and regulations to ensure compliance; 

â— Responsible for maintaining business applications (POS, Financial, etc.), documentation, and user training. 

â— Responsible for system and data backups including the periodic testing and review of backup requirements. 

â— Responsible for maintaining the confidentiality and security of all Maryland Zoo data. 

â— Responsible for supporting operating processes and procedures. 

â— Contributes to the tracking and movement of IT assets; 

â— Responsible for reporting on IT operational performance (e.g. network utilization, password policy compliance, project status); 

â— Escalates issues as needed to Network Administrator and or Director of Information Technology; 

â— Performs IT projects as assigned; 

â— Perform other duties as assigned; 

â— Adhere to all policies and procedures of the Zoo. 

Communication (Internal and External): 

â— Effective communicator to ensure end user understanding and effective use of technology;  

â— Ensure service delivery to Zoo users, ensuring they are provided professional, courteous and timely support and service 

â— Attend meetings and represent the Zoo on various committees as a technical subject matter expert. 

â— Develop and provide training on best practices for technology use to Zoo end users. 

â— Communicate and provide coordination with zoo business partners; 

Minimum Qualifications: 

Education:  

â— Technical School in Information Systems or related discipline preferred; 

â— Microsoft Certification preferred; 

â— A+ Certification will be considered in lieu of Microsoft Certification;

Experience/Training:  

â— Minimum 2 years of experience providing technical support including end user troubleshooting. 

â— Proven ability to deliver outstanding customer service in a technical support environment. 

â— Strong familiarity with Google Workspace application in a support environment. 

â— Experience with Microsoft Desktop technology, business applications and server hardware management; 

â— Experience with networking technologies, Cisco / Unifi device configuration and management, and troubleshooting, to  include VoIP; 

â— Possession of A+ or other relevant certifications preferred; 

â— Experience with Microsoft Office.  

â— Understanding of radios, VOIP phones, analog phones, and other related technologies is desirable. 

â— Valid Driver’s License 

Hospitality: 

â— Friendly and outgoing; 

â— Possess a positive and patient attitude. 

Working Conditions: 

â— Must be able to remain active for an 8 hour shift; 

â— Must be able to travel large areas of the Zoo as needed; 

â— Must be able to work weekends; 

â— Must be able to work in an outdoor weather environment in all seasons and weather, including heat/humidity, cold  temperatures, and/or wet conditions; 

â— Must be willing to travel offsite and overnight for required training; 

â— Ability to work an on -call flexible schedule to include weekends, holidays, and special events; 

â— Must be able to exert up to 35 pounds of force to lift, push, pull, carry, or otherwise move objects. 

Equipment: 

â— Must be able to operate a variety of equipment including computer, telephone, calculator, two-way radio, copier, scanner,  fax, golf cart, etc. 

Traits Desirable: 

â— Ability to communicate effectively both written and orally; 

â— Ability to build relationships with internal and external clients; 

â— Ability to investigate and analyze information and to draw conclusions; 

â— Ability to function effectively in a fast paced, rapidly changing environment; 

â— Ability to plan, organize, and adapt within a changing environment, requiring simultaneous management of multiple  projects; 

â— High level of interpersonal skills to handle sensitive and confidential situations; 

â— Ability to perform well in a team environment and/or individually;  

â— Ability to work with a wide variety of individuals from ethnic, cultural and economic backgrounds.

Disclaimer: 

The statements above are intended to describe the general nature and level of work being performed by employees assigned to  this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and/or skills required  of all personnel so classified. Therefore, management reserves the right to revise the job or to require that other or different tasks  be performed when circumstances change.

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