**This is not a remote position. The reporting location is Rapid City, South Dakota.**

General Summary:

The IT Services Technician I configures, installs, maintains, and uses implementation procedures for the following technologies, including: Windows workstations, Windows servers, cabling, virtualization (primarily Hyper-V), storage (including Storage Spaces Direct), cloud technologies, physical security, telephony, disaster recovery, firewalls, and cybersecurity applications. The secondary focus is to support LAN/WAN network installations, including wireless networks and switching/routing.

 

Essential Job Functions:

• Installs, configures, and supports Windows desktop and Windows server operating systems.
• Installs, maintains, and services phone system applications.
• Installs, maintains, and services physical security applications, which could include ladder use.
• Installs and supports workstations and related hardware and software.
• Installs, configures, and supports network equipment, including switches, routers, wireless access points, firewalls, and backup systems.
• Create accurate documentation of customer network infrastructure, servers, contacts, software, and hardware installations.
• Works with team members and other groups to resolve critical issues in a timely manner.
• Works with the managed services team to assist with the resolution of tickets and answering phone calls.
• Efficiently tracks time and provides detailed work-performed documentation.
• Provides excellent customer service in support of customer technology needs.
• Assists other team members with project and/or onsite job work.
• Installs cable runs on an occasional basis, which could involve ladder use.
• Trains customers on the use of related software applications.
• Develops documentation for internal and customer use when deploying and maintaining technology.
• Gains and maintains relevant professional certifications to ensure expertise in current technologies and methodologies.
• Participates in an on-call rotation.
• Local and regional travel with occasional overnights.

Other Responsibilities:

• Performs all other related duties as assigned by Management.

Knowledge, Skills & Abilities:

• Knowledge of Microsoft Desktop and Server Operating Systems.
• Knowledge of workstations, servers, printers, and other related hardware.
• Knowledge of networking equipment, including hardware firewalls.
• Knowledge of standard network diagnostics and IT troubleshooting techniques.
• Knowledge of cybersecurity principles and methods.
• Knowledge of Microsoft Office and other common business applications.
• Knowledge of Microsoft cloud solutions, including M365, Azure, etc.
• Must possess excellent customer service skills.
• Ability to create documentation for installation, configuration, troubleshooting, SOPs, KBAs, etc.
• Must be able to work independently and make sound technical decisions using the information at hand.
• Ability to problem solve, using all available resources to find resolution.
• Must be able to maintain confidentiality, including handling sensitive customer information.
• Ability to communicate verbally and in written formats with customers, co-workers, and business associates professionally and courteously.
• Ability to function effectively as a team player.
• Ability to adapt to changes in the work environment and external influences.
• Ability to deal with frequent changes, delays, or unexpected events.
• Ability to manage competing demands and change approaches or methods to fit the situation best.
• Ability to undertake self-development activities.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to comprehend, interpret, and implement a variety of technical instructions.
• Knowledge of Company policies and procedures.
• Knowledge of Company products and services.
• Ability to learn telephone and security solutions offered and maintained by Golden West.
• Knowledge of how to install, connect, terminate, and test various types of cabling.

Education and/or Experience:

• Degree in Information Technology, Information Systems, or related fields; or a minimum of two years related experience and/or training; or equivalent combination of education and experience.

Certifications, Licenses, Registrations:

• Must be able to obtain position-relevant certifications within 1 year of start date.
• CompTIA A+, Network+, or equivalent education/certification is highly preferred.
• Microsoft certification is preferred.
• Must have, or be able to obtain, and maintain a valid South Dakota driver’s license, have an excellent driving record and be insurable under the Company’s insurance policy.

Other Qualifications and/or Credentials:

 

 

Physical Requirements:

 

PHYSICAL REQUIREMENTS	0-24%	25-49%	50-74%	75-100%
Seeing: Must be able to read computer screen and various reports.				X
Hearing: Must be able to hear well enough to communicate with employees and business contacts.				X
Standing/Walking:		X
Climbing/Stooping/Kneeling:		X
Lifting/Pulling/Pushing:		X
Fingering/Grasping/Feeling: Must be able to write, type, and use phone system.				X
Sitting			X

 

Working Conditions:

Must take into consideration the presence and relative amount of exposure to dust, dirt, heat, fumes, contaminants, cold, noise, vibration, wetness, etc.

Somewhat disagreeable working conditions due to the continuous exposure to one or more of the elements listed above. May be exposed to one element continuously or several elements occasionally, but usually not at the same time.

 

Note:

To perform this job successfully, an individual must be able to perform the essential duties satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

 

Disclaimer:

The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.