Associate IT Specialist

Associate IT Specialist


Job title (for purposes of signature and business cards): Associate IT Specialist


1. Responsibilities


You are responsible for the following:


1.  Complete these tickets on time:
  1. Your own "todo" queue.
  2. Other tickets on which you are the primary resource to be actioned at the time scheduled for you. 
  3. Backup tickets (if and when assigned to you)
2. Promptly respond to customer notes on tickets on which you are the primary resource. These notes come into your mailbox. Check email regularly. 

3. Enter your own ticket time entries promptly when you are assigned a service call on a ticket. Entering ticket time entries should be considered part of the assignment and should always be entered immediately after work is completed. This is part of the assignment.

4. Document changes you have made in customer infrastructure including:
  1. password changes
  2. new hardware
  3. new users and user accounts
  4. changes in or additions to network
  5. new software licenses and LOB programs
  6. other changes as needed

6. Notice and take appropriate action if something does not confirm to our policies or normal procedures, even if you are not provided with explicit instructions (e.g., a missing checklist item, a security policy that is not being followed, an end user with admin privileges, a machine you were assigned to set up or troubleshoot for a customer we manage that does not have our RMM software on it, etc.) If such a case arises, notify a senior team member of the discrepancy promptly.

7. Attend to "Workstation offline" tickets promptly as needed. 

AlertWe take cyber security extremely seriously. You are responsible for understanding and following our general security policies and culture, beyond the letter of any checklists or KB articles you are following. 

7. Notice and take appropriate action if you notice a technical issue while working on a different issue (e.g., you’re checking backups on a server and you happen to notice updates have been failing on the server). If such a case arises: 
  1. Create a ticket for it. Assign Office Admin as secondary resource. Add a note to the ticket to ask Office Admin to schedule a tech to handle it. You may ask to shadow the tech as they work so you can learn.  
8. Stay abreast of documentation and KB articles. Retain what you are taught, take notes and review as necessary. If something in the documentation or checklist is inconsistent with the way you're being shown, you are responsible for pointing that out and asking senior staff about updating the documentation.  

9. Ask for help if you have a technical issue which you are incapable of resolving in a timely manner. Ask another technician for assistance immediately via Slack. Don't type in a large amount of detail in Slack. Just ask the tech if she is available to help you, provide the ticket # and hold off on too much detail until she responds to your request. If other techs are not immediately available to help you, you are responsible for requesting a scheduled review of the issue and getting a resolution. 

10. Follow directives and instructions issued by more senior team members. 

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