General Summary:

The IT department designs, builds, installs and maintains computer and network systems for a wide variety of customers, including businesses, schools and state & local government organizations.  In addition to IT project and service activities, the department provides Level 1 and Level 3 support for the Golden West Technologies (GWT) Network Operations Center (NOC).  The IT department is also responsible for staff augmentation at some customer locations, providing onsite desktop support on a regular basis.  The team works on customer systems both remotely (from the GWT main office) and at customer locations, typically within a 2-hour radius of Rapid City.

The Level 1 Technician installs, maintains and uses implementation procedures for the following technologies, to include Windows workstations, Windows servers, virtualization (primarily Hyper-V), storage (including Storage Spaces Direct), cloud technologies, disaster recovery, firewalls and cybersecurity applications.  Secondary focus is networking services to support LAN/WAN installations, including wireless networks and switching/routing.  Develops documentation for internal and customer use when deploying and maintaining technology. 

Essential Job Functions:
 

• Installs, configures, and supports Windows desktop and Windows server operating systems.
• Installs and troubleshoots PC's and related hardware and software.
• Installs and supports wireless network deployments, including interior and exterior installations.
• Installs 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 upper level technicians to resolve critical issues in a timely manner.
• Works with the NOC to assist with resolution of tickets and answering phone calls.
• Performs system hardware and communication connection diagnostics, troubleshooting and repair.
• Provides excellent customer service in support of customer technology needs, along with efficiently tracking time worked.
• Performs staff augmentation and onsite desktop support for customer base, as required.
• Installs short cable runs on an occasional basis, which could involve ladder use.
• On-call rotation.
• Local and regional travel with occasional overnights.
• Maintains confidentiality.

Other Responsibilities:

• Performs all other related duties as assigned by Management.

Knowledge, Skills & Abilities:

• Knowledge of Microsoft Operating Systems.
• Knowledge of LAN/WAN and wireless technologies.
• Knowledge of TCP/IP and the protocol stack.
• Knowledge of virus and spyware removal techniques.
• Knowledge of basic network diagnostics and troubleshooting techniques required.
• Knowledge of Access & SQL Database software; Internet browsers; Microsoft Office, Microsoft 365 and other types of application software. 
• Knowledge of printers required.
• Ability to accurately document installation procedures for both hardware and software.
• Must be able to work independently and make sound technical decisions using information at hand.
• Must possess excellent customer service skills.
• Ability to problem solve, using all available resources to find resolution.
• Ability to communicate verbally and in written formats with customers, co-workers and business associates in a professional and courteous manner.
• Ability to function effectively as a team player.
• Ability to adapt to changes in the work environment and external influences.
• Ability to manage competing demands and change approach or method to best fit the situation.
• Ability to deal with frequent changes, delays, or unexpected events.
• Ability to undertake self-development activities.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Education and/or Experience:

Degree in Information Technology, Information Systems, Computer Science, Computer Engineering or related fields; or a minimum of two year’s related experience and/or training; or equivalent combination of education and experience.

Certifications, Licenses, Registrations:

CompTIA A+ or equivalent education/certification highly preferred.

Microsoft certification 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.

Physical Requirements:

Working Conditions:

Good working conditions with the absence of disagreeable conditions. Climate controlled building with adequate lighting and space. The noise level in the work environment is usually moderate.

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.