IT Support Services Technician I
$52,000–$56,160 year
On-siteWest Lafayette, Indiana, United States
Job Summary
Provide first-line technical support to end-users via phone, email, or in-person, addressing hardware, software, and network connectivity issues. Diagnose and resolve problems with desktops, laptops, printers, and peripheral equipment while documenting all interactions and troubleshooting steps. Log and prioritize incidents to meet service level agreements, escalating complex issues to higher-level teams when necessary. Assist users with software applications and provide training on best practices for computer use and data protection. Monitor IT systems proactively to prevent service disruptions and maintain accurate documentation of procedures and resolutions. Build and maintain hardware and software inventories, occasionally traveling to other Inotiv locations as required. Subject to 24-hour recall for emergency response duties, including weekends and nights.
Required Qualifications
- Ability to read, write, speak, and understand English
- Ability to carry items (maximum of 25 pounds)
- Ability to reach while standing
- Ability to perform general repetitive motions
- Ability to walk
- Ability to stand for extended periods of time
- Ability to sit for extended periods of time
- Ability to talk for extended periods of time
- Subject to 24-hour recall to perform emergency response duties
- Occasional travel to other Inotiv locations may be required
- May include weekends and nights to support actual emergency operations
- Maintain confidential information
- Provide customer service-oriented end-user technical support to computer users in all Inotiv locations
- Provide general technical expertise and individualized training in the use of personal computers to Inotiv staff
- Build and maintain inventories of hardware and software with direction from management
- Provide first-line support to end-users via phone, email, or in-person, addressing issues related to hardware, software, network connectivity, and other IT-related concerns
- Clearly and accurately document all support interactions, including the nature of the problem, troubleshooting steps taken, and resolutions applied
- Diagnose and resolve technical issues with desktops, laptops, printers, and other end-user devices
- Troubleshoot software applications, operating systems, and peripheral equipment to identify and implement effective solutions
- Log and prioritize incidents reported by users, ensuring timely resolution within established service level agreements (SLAs)
- Escalate complex issues to higher-level support teams when necessary and follow up on escalated issues to ensure resolution
- Assist users in understanding and utilizing various software applications and IT services
- Provide guidance on best practices for computer use, security awareness, and data protection
- Monitor IT systems for potential issues and proactively address them to prevent service disruptions
- Maintain accurate and up-to-date documentation of IT systems, procedures, and troubleshooting steps
- Contribute to the knowledge base to facilitate efficient problem resolution and enhance the overall effectiveness of the IT Service Desk
- Work collaboratively with other IT teams to resolve complex issues and contribute to continuous improvement initiatives
- Participate in team meetings and training sessions to stay informed about new technologies and best practices
- Act as a positive representative of the IT department, fostering a culture of customer satisfaction and technical excellence
- Proven experience in a similar IT Service Desk or technical support role
- Strong knowledge of Windows operating systems
- Familiarity with common software applications, office productivity tools, and collaboration platforms
- Excellent communication and interpersonal skills
- Ability to troubleshoot and resolve technical issues independently
Desired Qualifications
- A bachelor's degree in computer science, information technology, or a related field
- IT certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent
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