Job Purpose
The IT Support Technician is responsible for providing technical support, troubleshooting hardware and software issues, maintaining IT infrastructure, and ensuring reliable operation of computers, networks, communication systems, and other technology used across TerraWorks Industries.
Key Responsibilities
Provide first-line technical support to employees and resolve hardware, software, and connectivity issues.
Install, configure, maintain, and troubleshoot computers, printers, scanners, and other IT equipment.
Set up and maintain user accounts, email accounts, access rights, and passwords.
Troubleshoot local area network (LAN), Wi-Fi, internet, and basic connectivity problems.
Support the maintenance of servers, network equipment, and other IT infrastructure.
Install and update operating systems, applications, antivirus software, and security patches.
Monitor IT equipment and ensure systems remain operational and secure.
Provide technical support for ERP, inventory, production, accounting, and other business applications.
Assist production and warehouse teams with IT-related systems, barcode scanners, terminals, and other technology used in manufacturing operations.
Perform regular backups and assist with data recovery procedures.
Maintain accurate records of IT assets, equipment, software licenses, repairs, and maintenance activities.
Diagnose hardware failures and coordinate repairs or replacements where necessary.
Assist with CCTV, access-control systems, VoIP phones, and other technology infrastructure where applicable.
Implement basic IT security measures and educate employees on cybersecurity best practices.
Respond promptly to IT support requests and maintain a record of incidents and resolutions.
Assist in implementing IT policies, procedures, and preventive maintenance schedules.
Support IT projects, system upgrades, installations, and technology rollouts.
Liaise with external IT service providers and vendors when specialized technical support is required.
Ensure IT equipment is properly maintained and used in accordance with company policies.
Perform any other IT-related duties assigned by management.
Key Performance Indicators (KPIs)
IT support requests resolved within agreed timelines
System and network uptime
User satisfaction with IT support
Reduction in recurring technical issues
Accuracy of IT asset and equipment records
Successful completion of preventive maintenance
Compliance with IT security and backup procedures
Timely installation and updating of software and systems