POSITION SUMMARY

The IT Technician will provide support to end users and their devices by analyzing requirements, testing hardware, reading documentation, troubleshooting problems, and installing software solutions. Assist with administration network equipment, servers, and other infrastructure level devices. Be the first line of support for most end-user issues and manage some ongoing projects. You should be comfortable identifying a software or device problem, reviewing technical documentation, and performing the appropriate solution.

Department: Information Systems

Reports To: IT Manager

FLSA Status: Non-Exempt

Amount of Travel Required: Occasional Travel to Tecate

Job Status:  Full Time

Work Schedule: Monday-Friday: 8:00am-4:30pm

Positions Supervised: None

IT Technician Salary Range: $22.00 - $26.98

ESSENTIAL DUTIES & RESPONSIBILITIES

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
Essential Functions Statement(s) 

• Provides hardware and software technical support to all Taylor Guitar team members by responding to requests within 8-hour time frame.
• Documents each service request with appropriate information via service request system and follows up with all support requests to ensure support expectations have been met.
• Installs, troubleshoots, and resolves technical issues with software and hardware on desktop/laptop computers to include printers, peripherals, and accessories, as well as ShoreTel office phones.
• Troubleshoots Tier 1 network connectivity issues associated with wired and wireless network equipment.
• Escalates service requests when appropriate but maintains accountability for call close and follow up.
• Assists with computer build projects as well as computer relocations and system recovery/decommission/recycle efforts.
• Maintains, troubleshoots, and sets up audio/video equipment, internet connectivity, and other needs for company meetings, departments, clients to ensure a high-quality experience that reflects well on the department and Company.
• Trains new employees with the new user checklist to ensure new hires are properly trained on basic TG network use (login, network drives, email etc.).
• Creates end-user-based training documentation and provides group training sessions on general computer and network use and other related subjects.
• Organizes workspace and IT storage to maintain an organized and safe teamwork area that reflects well on the department and company.

COMPETENCIES:

• Customer Focus - Knows who internal customers are. Identifies opportunities that benefit the customer (internal and external). Establishes and maintains effective relationships. Delivers products that meet customer expectations.
• Results Oriented - Works as a productive and cooperative member of a cohesive group. Persists in accomplishing objectives despite obstacles and setbacks. Pushes self and helps others achieve results. Solution vs. problem oriented. Demonstrates ability to adjust when obstacles arise.
• Communicates Effectively - Communicates proactively and with purpose and professionally, in a concise and straightforward manner. Attentively listens to others. Communicates to those involved, especially if agreements cannot be kept.
• Accountability - Takes personal responsibility for decisions, behaviors, actions, and failures, and commits to necessary corrective action. Able to admit limitations of knowledge yet demonstrate a willingness to do what is needed to improve. Proactively seeks feedback without being defensive. Does what is right because it is the right thing to do. Leaves personal circumstances outside of work to remain engaged in the task at hand. Maintains a positive attitude despite adversity.
• Reliability - Demonstrates reliable and predictable attendance and punctuality.
• Accuracy - Ability to perform work accurately and thoroughly.
• Adaptability - Ability to adapt to change in the workplace.
• Change Management - Ability to encourage others to seek opportunities for different and innovative approaches to addressing problems and opportunities.
• Communication - Must have excellent documentation and communication skills.
• Detail Oriented - Ability to pay attention to the minute details of a project or task.
• Language Requirement - Bilingual in English and Spanish is helpful, but not required.  
• Self-Motivated - Must be a self-starter with initiative to create work tasks when support call volume is low.
• Travel Requirement - Ability to travel to Tecate Mexico.

POSITION QUALIFICATIONS

Education & Experience:  One year certificate from college or Technical School: Required.

One to two years related experience and/or training; or equivalent combination of education and experience.

Computer Skills: Proven experience with Macintosh operating systems and hardware/software and Apple iDevice products. Proven experience with Microsoft Windows operating systems and MS Office software. Minimum 2 years’ experience with PC Hardware troubleshooting and repair.

Certificates & Licenses: Additional certification in A+ or MCP is helpful, but not required. 

Other Requirements: Must enjoy all aspects of traditional help desk support activity. Must have a professional appearance and behavior. Ability to climb stairs.

PHYSICAL REQUIREMENTS

N (Not Applicable): Activity is not applicable to this occupation.

O (Occasionally):   Occupation requires this activity up to 33% of the time (0 - 2.5+ hrs/day)

F (Frequently): Occupation requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day)

C (Constantly): Occupation requires this activity more than 66% of the time (5.5+ hrs/day)

Other Physical Requirements

Vision (Near)

WORK ENVIRONMENT

Working conditions are normal for an office or a factory environment. Regarding factory, there is frequent exposure to a variety of wood types and their sawdust. There is frequent exposure to finishing products and finish dust. The noise level in the work environment ranges from quiet to loud.

This position description is not exhaustive of the duties that you may be required to perform.  Taylor Guitars reserves the right to revise this position description at any time and may require you to perform other duties as circumstances or conditions of its business, competitive considerations or work environment change.