IT Operations Support Technician



Type: Full Time

Education: Associate's Degree

Experience: 1 - 2 Years

VIP (Vermont Information Technology) is seeking an Operations Technician to join our IT Department.  This person will be the first response, triage, and Level 1 troubleshooting contact within IT Operations and Service Management.  The IT Operations Support Technician will diagnosis of root cause of an issue and perform the steps necessary to fully log the incident, including the troubleshooting steps taken and the resulting resolution.  When incident resolution is beyond the expertise of the technician, it will be their responsibility to effectively escalate to the appropriate technical area for Level 2 troubleshooting and resolution.

Primary Responsibilities:

  • Diagnosis and troubleshooting of problems with computer systems – PC-Based & Apple, including hardware and software, email, network, smartphone, tablets and other peripheral equipment
  • Duplicate software problems reported by the end-users
  • Answer incoming requests in order to resolve issues immediately or to track issues in the Ticketing System to ensure a follow-up
  • Identify repeat requests and recommend solutions to reduce repetitive requests
  • Document all troubleshooting procedures and processes
  • Manipulate, analyze, and interpret data
  • Install new hardware including computers, printers, and other peripheral equipment while maintaining accurate hardware and software inventory
  • Assist the IT Manager with maintenance and upkeep of entire network
  • Understand enterprise antivirus software, provide updates and virus removal
  • Provide support relating to computer issues involving Microsoft’s applications and operating systems to end users by responding to telephone calls and email requests

Desired Skills:

  • Excellent analytical, critical thinking and problem solving skills with great attention to detail and a methodical work style
  • Great verbal communication skills including the ability to explain technical concepts
  • Strong written communication skills with the ability to document accurately and thoroughly
  • Strong organizational skills and ability to meet deadlines
  • Must be able to work independently and in a team environment


  • Associate or Bachelor’s degree in Computer Information Systems or related field
  • Experience troubleshooting issues with Microsoft and Apple computers, laptops and mobile devices
  • Familiarity with support and troubleshooting of Windows OS Platform, Mac OS Platform, Windows and Linux Servers, and Networking
  • Experience in Microsoft Office (Word, Excel) and Google GSuite (Gmail, Google Docs)
  • Experience with Wi-Fi platforms and access point deployments, as well as mobile devices – Android / IOS
  • Understanding of networking concepts such as DNS, DHCP, Email, HTTP, SSL, and TCP/IP
  • Intermediate understanding of web based and distributed systems n-tier technologies.

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