IT Support Technician I

Job Summary: Provide maintenance of the computer desktop environment by installing hardware and software solutions, and supporting the internal IT Helpdesk. Responsible for internal support of the company’s PCs, printers, and related equipment. Tasks include end user support and performing PC maintenance upgrades and configurations. This position may require travel to all company locations in Oklahoma, Texas, Missouri and Oregon.

Essential Responsibilities/Activities:

• Provides helpdesk support and resolves problems to the end user’s satisfaction.
• Trains staff on new features and enhancements to the software.
• Installs, tests and configures new workstations, peripheral equipment and software.
• Modifies and upgrades configurations, utilities, software default settings, etc. for local workstations.
• Utilizes and maintains the helpdesk tracking software.
• Documents internal procedures.
• Makes recommendations to management on equipment and software updates or additions.
• Troubleshoots, diagnoses, and resolves technical hardware and/or software issues.
• Provides quick resolution and excellent customer service and redirects unresolved issues to the next level of support personnel as needed.
• Provides feedback on processes and makes recommendations on areas to improve.
• Maintains technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting.
• Manages PC set up and deployment for new employees using standard hardware, images and software.
• Ability to travel by air or drive to AAON locations.
• May perform other duties as assigned.

Education and Experience Requirements:

• Three years of experience working with Microsoft Operating systems and Office suites.
• Proven experience as a Help Desk Technician or other customer service role.
• Ability to diagnose and resolve basic computer/technical issues.
• Excellent verbal and written communication skills to communicate effectively internally and externally.
• Customer-oriented and patient.
• In-depth knowledge of computer systems and mobile devices.
• Keen attention to detail, memory of patterns and interest in problem-solving.

Essential Mental Functions:

• Basic understanding and troubleshooting for wire and wireless networks.
• Listens to customers to determine root cause of issues and asks educated questions.
• Ability to learn and support new systems and applications.
• Make timely decisions in the context of a workflow and troubleshooting process.
• Ability to complete tasks in situations that have a speed or productivity quota.
• Possesses problem solving capabilities.

Essential Physical Functions:

• Typical office / manufacturing conditions, sitting at a desk, utilizing office equipment. PPE will be required.
• Seeing and hearing: Read documents, computer screen, answer phones, communicate in person. (75-100%)
• Standing and walking (25-49%)
• Climbing, stooping, and kneeling (50-74%)
• Dexterity: utilizing phone, typing, and writing. (75-100%)
• Moves equipment weighing up to 50 pounds.
• Positions self to install equipment, including under desks.
• Moves throughout the building to access equipment.
• Must be able to complete task in a noisy environment.
• Must be able to adhere to process protocol.

Disclaimer:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at a time with or without notice. This job description is not an exhaustive list of all functions that the employee may be required to perform, and the employee may be required to perform additional functions. The company reserves the right to revise this job description at any time. The employee must be able to perform the essential functions of the position satisfactorily. If requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential functions of the job, absent undue hardship.