Jr. IT Service Technician

Summary

Winona IT, LLC is seeking a Jr. IT Service Technician to respond to and resolve Help Desk tickets in a timely and professional manner. The primary purpose of this job position is to serve as the first line of contact for most customer questions and needs, assisting with basic user-reported hardware requests and troubleshooting software issues.

Responsibilities

• Monitor ticket system for incoming requests and assign or respond as appropriate
• Respond to basic service tickets and calls under supervision per SLA
• Follow existing documentation to resolve standard requests
• Collect preliminary information for tickets requiring escalation
• Escalate issues according to Escalation Guidelines when beyond junior scope
• Assist with basic user-reported hardware requests (computer, phone, printers)
• Troubleshoot simple user-reported issues within supported software
• Document troubleshooting steps taken according to documentation guidelines
• Document solutions for straightforward issues
• Provide on-site support under guidance when needed
• Collaborate with IT Service Technicians, Specialists, and Administrators for resolution of requests
• Respond to company communication in a timely manner, included but not limited to Emails, Teams, etc
• Manage time expectations, raise flags about blockers or delays daily
• Proactively engage in a personal growth plan (identify, with help, areas of improvement and work toward it)
• Available for after-hours projects when required
• Available to assist with project implementation and support
• Perform other duties as assigned by supervisor
• Assist with miscellaneous tasks and requests outside of established systems

Skills

• Monitor ticket system for incoming requests and assign or respond as appropriate
• Respond to basic service tickets and calls under supervision per SLA
• Follow existing documentation to resolve standard requests
• Collect preliminary information for tickets requiring escalation
• Escalate issues according to Escalation Guidelines when beyond junior scope
• Assist with basic user-reported hardware requests (computer, phone, printers)
• Troubleshoot simple user-reported issues within supported software
• Document troubleshooting steps taken according to documentation guidelines
• Document solutions for straightforward issues
• Provide on-site support under guidance when needed
• Collaborate with IT Service Technicians, Specialists, and Administrators for resolution of requests
• Respond to company communication in a timely manner, included but not limited to Emails, Teams, etc
• Manage time expectations, raise flags about blockers or delays daily
• Proactively engage in a personal growth plan (identify, with help, areas of improvement and work toward it)
• Available for after-hours projects when required
• Available to assist with project implementation and support
• Perform other duties as assigned by supervisor
• Assist with miscellaneous tasks and requests outside of established systems

Qualifications

Must Haves

• Monitor ticket system for incoming requests and assign or respond as appropriate
• Respond to basic service tickets and calls under supervision per SLA
• Follow existing documentation to resolve standard requests
• Collect preliminary information for tickets requiring escalation
• Escalate issues according to Escalation Guidelines when beyond junior scope
• Assist with basic user-reported hardware requests (computer, phone, printers)
• Troubleshoot simple user-reported issues within supported software
• Document troubleshooting steps taken according to documentation guidelines
• Document solutions for straightforward issues
• Provide on-site support under guidance when needed
• Collaborate with IT Service Technicians, Specialists, and Administrators for resolution of requests
• Respond to company communication in a timely manner, included but not limited to Emails, Teams, etc
• Manage time expectations, raise flags about blockers or delays daily
• Proactively engage in a personal growth plan (identify, with help, areas of improvement and work toward it)
• Available for after-hours projects when required
• Available to assist with project implementation and support
• Perform other duties as assigned by supervisor
• Assist with miscellaneous tasks and requests outside of established systems