IT Technicians strive to keep the technology of their company in good working order and accessible to customers and staff. They also collaborate closely with their team, ensuring each situation is thoroughly resolved, and all components are in working order. IT Technicians have the following responsibilities: • Directly assists IT Technician II, III in resolving reported hardware and software issues. • Maintaining working components through repair or replacement • Handling customer technical support cases through phone and email submission

• Assisting customers and staff with hardware and software challenges • Assist with creation and maintenance of security/process/SOI documentation. • Manage technical support cases through phone, email or personal interaction. • Assist users in troubleshooting common computer issues or concerns. • Assist end users with hardware repair or replacement. • Unboxing of new equipment • Set up PCs and peripheral devices. • Dispatch incoming service requests to the appropriate technical support personnel. • Escalate technical issues to appropriate person or department when needed.

• Maintain accurate records of interactions with customers and recurring user problems. • Follow up with users as needed to ensure any problems are resolved. • Directly assists development team in scheduling, troubleshooting, and completion of test project requirements. Additional Duties • Must be available for assignment on all shifts during scheduled and unscheduled associate absences and be able to work flexible hours at short notice or during emergency situations. • Must be available for assignment at all CWS physical locations for IT support assistance.