Digital Support Technician (Information Technology)

SUMMARY
The Digital Support Technician is primarily responsible for level-one technical support for the employees of Imperative Chemical Partners across all locations, from the Midland corporate office, while working independently or collaboratively on information services projects as assigned. The successful applicant will possess exceptional communication and customer service skills, a high degree of responsibility, and a strong working knowledge of troubleshooting and supporting Microsoft Windows and Apple iOS environments, as well as common computer, mobile device, and peripheral issues.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Provide responsive, courteous, and knowledgeable service to level-one Infrastructure & Support submitted requests via e-mail, telephone, or other communication methodsFollow through and track all requests and support needs until a successful conclusion is reached, escalating when necessary, and documenting outcomesSet up or refurbish computing equipment and mobile devices, following prescribed processesPerform regular and routine maintenance and monitoring for hardware and softwareAssist with training initiatives in-person and via creation of training video and documentsRemain current with emerging trends and advancements in computer science and information technologyReceive training in presentation, customer service, or business communicationsAbility to work at a distance or be on-call as neededMust be able to sit, stand, kneel, push, pull, lift or crawl as necessary to service computing equipmentInfrequent overnight travel, at the companys expense, may be requested to visit branch locationsWork collaboratively or individually on an information services project or task as assigned by the Lead, Digital Support and/or Director, Infrastructure & Support.Examples are not limited to but could include:
Computing, network, and communication device inventor.Mobile cellular device maintenance and auditNetwork equipment and/or cabling installation and repair.Inventory of supplies and equipment peripherals.
Variants of this role will also provide frontline technical support to internally developed applications (i.e. mPP), with most job functions and support efforts focused on those tasks.This job description is not designed to cover or contain a comprehensive listing of activities, duties, responsibilities, or percentage of effort that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
REQUIRED EDUCATION, QUALIFICATIONS & EXPERIENCE:
Job experience, and/or some college or technical training in computer science or information technology (IT), with a preferred emphasis on customer service and support.Previous and recent employment, volunteer service, or extracurricular participation in any fieldAbility to multi-task and work cooperatively with othersAbility to set up and support a Windows OS desktop/laptop environmentAbility to set up and support multiple OS mobile environmentExperience with standard features in Microsoft Office /Office365 as well as the Microsoft Intune/Entra environmentAbility to troubleshoot common hardware and software issues on computers, mobile devices, and peripheralsAbility to follow up on, document, and track support requests, tasks, and projects to completionSkills in professional business communication and customer service.
PRE-EMPLOYMENT REQUIREMENTS
Must complete and pass all required pre-employment screenings.
Imperative Chemical Partners is an Equal Employment Opportunity employer. All applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national or ethnic origin, veteran or disability status.
This description reflects managements assignment of essential functions, it does not exclude or restrict the tasks that may be assigned or re-assigned. This job description is subject to change at any time.