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Ackmann & Dickenson, Inc.
Posted: June 22 2016
Company Location: Minneapolis, MN
Application Deadline: Available Year-round
Position: 45 Full-time, Paid
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DescriptionIT technical support officers monitor and maintain the computer systems and networks of an organisation. They may install and configure computer systems, diagnose hardware and software faults and solve technical and applications problems, either over the phone or in person.
These experts use their knowledge to evaluate existing applications, data, hardware and other systems in order to recommend enhancements.
Related job descriptions: Applications system analyst, business data analyst, business systems analyst, information technology auditor, quality control analyst
Depending on the size of the organisation, a technical support officer's role may span one or more areas of expertise.
Organisations increasingly rely on computer systems in all areas of their operations and decision-making processes. It's therefore crucial to ensure the correct running and maintenance of the IT systems.
ResponsibilitiesIT technical support officers are mainly responsible for the smooth running of computer systems and ensuring users get maximum benefits from them. Individual tasks vary depending on the size and structure of the organisation, but may include:
installing and configuring computer hardware operating systems and applications;
monitoring and maintaining computer systems and networks;
talking staff or clients through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues;
troubleshooting system and network problems and diagnosing and solving hardware or software faults;
replacing parts as required;
providing support, including procedural documentation and relevant reports;
following diagrams and written instructions to repair a fault or set up a system;
supporting the roll-out of new applications;
setting up new users' accounts and profiles and dealing with password issues;
responding within agreed time limits to call-outs;
working continuously on a task until completion (or referral to third parties, if appropriate);
prioritising and managing many open cases at one time;
rapidly establishing a good working relationship with customers and other professionals, such as software developers;
testing and evaluating new technology;
conducting electrical safety checks on computer equipment.
RequirementsTraining for an IT specialist can range from a few months in a certificate program to a doctoral degree. A majority of information technology specialists have completed a bachelor's degree program or higher, according to the U.S. Bureau of Labor Statistics (www.bls.gov). Majors that prepare a person for work as an IT specialist include:
Information technology specialists may earn certification on particular systems or technologies used regularly. Cisco, Oracle and Microsoft offer certification for their IT products. Three levels for the Certified IT Specialist credential are offered through The Open Group and are independent of any software vendor or hardware manufacturer. According to the U.S. Census Bureau other requirements might include training and experience in communication systems and networks, Internet and intranet development, data encryption and security