IT Support Technician
Job Details
Corporate Headquarters - Plymouth Meeting, PA
Full Time
Bachelor's degree preferred
Day
Information Technology

POSITION SUMMARY

The IT Support Technician at ECRI will assist in daily maintenance and troubleshooting of Laptops, Desktops, and Printers, both remotely and in
rotational assignments at ECRI facilities in the Philadelphia region, will deploy software updates in coordination with the Network and Server
Operations team, will provide as-needed end user training and support in Microsoft 365 tools and other typical workstation applications, and will
perform other duties as listed below.

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

Essential Functions Statements(s)

  • Resolve routine laptop/desktop, software, and network support requests for employees and guests
  • Work with the Infrastructure Operations team to maintain a current deployment image and software updates for all computers
  • Create, Debug and Manage scripts to automate deployments, installations and updates
  • Deploy OS/Software upgrades and updates by utilizing Microsoft tools such as SCCM and Intune
  • Manage user accounts and organizational units (OU) in Active Directory
  • Manage and troubleshoot Group Polices for servers and workstations
  • Design, create, and integrate Microsoft Power Apps and automate workflows using Power Automate
  • Maintain System Compliance Reporting for Windows Updates.
  • Maintain Desktop backups and file synchronization.
  • Set up and configure printer installations (in ECRI-managed facilities)
  • Perform routine end-user software installations for specialized vertical applications
  • Support routine telephone, fax, & voicemail operations and troubleshooting
  • Assist in developing in-house training for applications used at ECRI
  • Update hardware and software inventory as necessary to meet audit best practices
  • Be available for rotational on-call responsibilities supporting internal clients
  • Provide routine technical support at ECRIs domestic US facilities (some travel required)
  • Performs other duties as assigned.

QUALIFICATIONS

  • 2 to 5 years hands-on experience supporting corporate colleagues using Windows and Mac HW, OS, and software
  • Ability to demonstrate a working knowledge of Microsoft Office 365 solutions (Teams, Office, Outlook, etc.)
  • Ability to articulate basic network troubleshooting steps including LAN and Wifi connections
  • Ability to articulate application of Microsoft Power Automate solutions using Microsoft 365 tools
  • Ability to articulate trouble ticket triage and end-user communications best practices
  • Ability to demonstrate a working knowledge of support ticket best practices based on ITIL standards
  • Experience working in one of the following support ticket management platforms; TrackIt, Jira, ServiceNow, or similar
  • Experience with Active Directory User and Group management

Education

  • Bachelors Degree preferred or equivalent education.

Certifications & Licenses:

  • Microsoft Certifications Preferred

Computer Skills:

  • Proficient with Microsoft Windows 10, iOS, macOS, Office 365

PHYSICAL DEMANDS

N (Not Applicable)

Activity is not applicable to this position.

O (Occasionally)

Position requires this activity up to 33% of the time (0 - 2.5+ hrs./day)

F (Frequently)

Position requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs./day)

C (Constantly)

Position requires this activity more than 66% of the time (5.5+ hrs./day)

Physical Demands

Stand

O Lift/Carry

Walk

F 10 lbs or less O

Sit

C 11-20 lbs N

Manually Manipulate

C 21-50 lbs N

Grasp

O 51-100 lbs N

Reach Outward

O Over 100 lbs N

Reach Above Shoulder

N

Speak

C Push/Pull

Climb

N 12 lbs or less N

Crawl

N 13-25 lbs N

Squat or Kneel

N 26-40 lbs N

Bend

N 41-100 lbs N

Other Physical Requirements

  • Vision (Near)

WORK ENVIRONMENT

Typical Office Environment

#LI-Remote

Equal Opportunity Employer-Disability and Veteran

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