Sherwood Construction
IT Support Technician (Information Technology)
JOB DESCRIPTION
The IT Support Technician will be a vital link between our information technology capacity and our business objectives by supporting Sherwood Companies end users for technical assistance including desktop, laptop, and mobile devices. They must be customer-oriented and patient to deal with difficult customers. This role is classified as safety sensitive.ACTIVITIES/TASKS/SCOPE
· Serve as the first point of contact for customers seeking technical assistance over the phone or email
· Perform remote troubleshooting through diagnostic techniques and pertinent questions
· Determine the best solution to the problem based on the details provided by customers
· Walk the customer through the problem-solving process
· Direct unresolved issues to the next level of support personnel
· Provide accurate information on IT products or services
· Record events, problems, and their resolutions in ticket logs
· Follow-up and update customers with resolution status and information
· Pass on any feedback or suggestions by customers to the appropriate internal team
· Identify and suggest possible improvements on procedures
· Other duties as assigned
PERFORMANCE MEASURES
· Customer satisfaction
· Yearly evaluation and comparison to set annual goals
COMPETENCIES
· Customer-oriented and cool-tempered
· Proven experience as a help desk technician or other customer support role
· Tech savvy with working knowledge of office automation products, databases, and remote control
· Good understanding of computer systems, mobile devices, and other tech products
· Ability to diagnose and resolve basic technical issues
· Excellent communication skills
· Proficient in English
· Contributes to Team Success
· Ability to appropriately manage workload (Time Management)
EDUCATION/EXPERIENCE
· A history of providing exceptional customer service to a diverse group of customers
· Technical Degree or Associates Degree Preferred or 2 to 3 years of equivalent experience
CERTIFICATION/OTHER SKILLS AND ABILITIES
· Good problem-solving skills
· Deductive reasoning
· Time management
· Good verbal, nonverbal, and written communication skills
PHYSICAL DEMANDS
The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
· Keyboarding/typing.
· Ability to lift heavy weight up to 60lbs.
· Ability to read effectively from a computer screen and/or a paper copy.
· Ability to effectively verbally communicate.
WORK 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.
· Work is mainly performed in an office environment. Occasional visits to construction sites may
be required. Travel up to 20% may be required.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
IT