<p>Position Overview</p> <p>As an Internal IT Technician, you will provide day-to-day technical support and maintenance for Aunalytics' internal IT infrastructure. You will work directly with our end users to troubleshoot issues, perform routine maintenance tasks, and ensure stable operation of all IT systems. You will identify, research, respond to, and resolve technical problems; serving as the first line of support for Aunalytics team members who contact the Service Desk with technical questions, concerns, and requests.</p> <p>Essential Duties & Responsibilities:</p> <ul> <li>Provide Internal AU Support: </li><li>Deliver first class technical support for a diverse range of systems, handling day-to-day troubleshooting and maintenance tasks </li><li>Perform routine workstation setup, maintenance, and repairs for team members </li><li>Conduct regular hardware inspections and maintenance </li><li>Install, configure, and maintain desktop computers, laptops, printers, and peripherals </li><li>Assist with routine network maintenance tasks under supervision </li><li>Document, track, and monitor problems in our ticketing system </li><li>Travel to other Aunalytics locations as needed to provide on-site support (including after hours on a rotational basis) </li><li>Provide on-call support as needed (including after hours on a rotational basis) </li><li>Assist with cabling, equipment installations, and physical infrastructure tasks </li><li>Manage Incidents: </li><li>Log, categorize, and prioritize incidents in our ticketing system </li><li>Provide basic troubleshooting and escalate complex issues to senior technicians or engineers </li><li>Perform initial diagnosis of hardware and software issues </li><li>Create and maintain detailed documentation of common problems and solutions </li><li>Implement standard solutions for recurring problems </li><li>Conduct Proactive Maintenance: </li><li>Perform regular system checks according to established checklists </li><li>Execute scheduled maintenance tasks on workstations and peripherals </li><li>Assist with inventory management of IT equipment and supplies </li><li>Organize and maintain IT storage areas and equipment </li><li>Participate in after-hours maintenance windows for routine updates </li><li>Maintain Communication and Documentation: </li><li>Update the ticketing system with accurate notes and resolution details </li><li>Communicate status updates to end users on open tickets </li><li>Create and maintain how-to guides for common user issues </li><li>Assist in maintaining IT inventory records </li><li>Document standard operating procedures for routine tasks </li><li>Uphold Service Level Agreements (SLAs): </li><li>Respond to tickets within established timeframes </li><li>Prioritize work according to ticket urgency and SLA requirements </li><li>Track resolution times and maintain metrics for support performance </li><li>Focus on achieving high levels of client satisfaction </li><li>Other duties as assigned </li></ul> <p>Required Skills:</p> <ul> <li>3-5 years of experience working with servers, networks, desktops, laptops, and troubleshooting networked environments </li><li>Experience working in a help desk/ end-user/ desktop support environment; MSP experience preferred </li><li>Strong background in Microsoft Office 365 </li><li>Experience with Active Directory, software installation/removal, data backups/restores, antivirus/firewalls/security, Internet/networking/wireless connectivity </li><li>Experience working with Remote Desktop Services </li><li>Experience with remote access, UPS's, print servers and printer maintenance and repair </li><li>Experience AutoTask a plus </li><li>Experience supporting Mac's preferred </li><li>Experience with InTune preferred </li><li>Must possess a valid driver's license and have access to reliable transportation, as the role may involve travel to different work sites or client locations </li><li>Excellent interpersonal, written, and verbal communication skills required </li><li>Resourceful in getting things done, self-starter, productive working independently or collaboratively - ours is a fast-pace entrepreneurial environment with performance expectations and deadlines </li><li>Share our values: growth, relationships, integrity, and true grit </li></ul>