IT Support Technician II

FLS Transportation is seeking a qualified IT Technician to install and maintain computer systems and software, with a focus on maximizing functionality. The selected candidate will also be responsible for guiding system users on the appropriate and safe usage of the IT infrastructure.

This is a hybrid role requiring a physical office presence of 2-3 days per week. The position also requires participation in an on-call rotation to provide after-hours support for critical IT systems. A successful IT Technician must have a thorough knowledge of computer software, hardware, and various internet applications, networks, and operating systems. The ideal candidate will also have extraordinary troubleshooting abilities, attention to detail, and outstanding communication skills.

The goal is to build and maintain updated and efficient computer systems, optimizing the role of technology in business sustainability while providing excellent support and service to the organization.

Essential Job Duties:

• Set up workstations with computers and necessary peripheral devices (docking stations, printers etc.)

• Check computer hardware (HDD, mouses, keyboards etc.) to ensure functionality

• Install and configure appropriate software and functions according to specifications

• Provide orientation and guidance to users on how to operate new software and computer equipment

• Organize and schedule upgrades and maintenance without deterring others from completing their work

• Perform troubleshooting to diagnose and resolve problems (repair or replace parts, debugging etc.)

• Maintain records/logs of repairs and fixes and maintenance schedule

• Maintain records of hardware inventory and appropriate equipment assignments

• Resolve issues and tickets raised by users via Helpdesk Support Management System

• Produce and maintain all required documentation in compliance with company requirements

• Perform additional project-associated tasks as required and determined by the supervisor
Requirements:

• Proven experience as an IT Technician

• In-depth understanding of diverse computer systems and networks

• Proficiency in remote support tools such as LogMeIn

• Proficiency in supporting common software applications (Microsoft Office Suite, web browsers, etc.).

• Experience with VPN configuration and troubleshooting for remote users

• Hands-on experience with Microsoft Active Directory User Management and Group Policy Management

• Hands-on experience with Office 365 and Azure cloud services

• Good knowledge of Internet security and data privacy principles

• Experience using ticketing systems to track and manage support requests

• Excellent diagnostic and problem-solving skills

• Excellent communication ability

• Outstanding organizational, analytical, and time-management skills

• Demonstrated Customer Service & Troubleshooting skill sets

• Ability to communicate processes and procedures clearly and accurately both verbally and in writing

• Ability to explain technical concepts clearly and concisely to non-technical users.

• Ability to collaborate effectively with other IT team members in multiple locations

• Knowledge and experience of best practice in customer service and/or IT service management

• Capability to motivate, work independently, and take ownership of job responsibilities

• Degree in Computer Science, Engineering ora relevant field

• ITIL Certification is an asset