IT Technician I

At Toot 'n Totum, we're committed to bringing passion and customer focus to the business.

Summary: 

As an integral member of our IT team, the IT Technician Level 1 is responsible for providing exceptional technical support and maintenance across our diverse range of systems and devices. The successful candidate will respond to service requests, perform installations, upgrades, troubleshooting, and repairs, ensuring seamless IT operations. This role requires a proactive, organized, and resourceful professional with strong problem-solving abilities. This role offers a dynamic opportunity for growth and professional development within a collaborative IT environment. The IT Technician Level 1 will play a pivotal role in ensuring the smooth functioning of our technical infrastructure, contributing to the success of our organization. On-call availability and occasional overtime work are essential to maintain uninterrupted IT operations. 

Supervisory Responsibilities: 

·        None  

Essential Duties & Responsibilities: 

·        Responsive Service Delivery: Promptly respond to service tickets and ensure timely resolution, ensuring optimal system performance and minimizing downtime.  Document processes in OneNote or other ticketing system software.  

·        Efficient Operations: Maintain a tidy and organized workspace to facilitate efficient operations and foster a conducive environment for problem-solving. Maintain a clean office and job site, including taking out the trash. Help with inventory management and the decommissioning of old parts. 

·        Task Execution: Execute tasks assigned by the IT Leadership team competently, meeting established timelines and quality standards.  

·        Independent Proficiency: Demonstrate the ability to complete tasks independently, showcasing a strong aptitude for self-directed work. 

·        Thorough Documentation: Create comprehensive, peer-reviewed documentation for all procedures, enhancing knowledge sharing and continuity. 

·        Knowledge Retention: Utilize gained on-the-job experience to continually enhance proficiency and contribute to process improvements. 

·        Effective Communication: promptly and consistently update assigned work tasks & respond via other communication channels ensuring clear communication with the IT Leadership team. 

·        Professional Growth: Pursue ongoing professional development through education, peer interaction, research, and reading, staying current with industry trends and best practices. 

·        Respond to service requests and ensure on-site closure upon task completion. 

·        Assist in the installation, upgrade, troubleshooting, and repair of various devices, including not limited to: Desktop PCs, Laptops, mobile phones, Tablets, Verifone POS systems, ATMs, NVRs/CCTV, Safes, Western Union Terminals, POTS, VoIP Telephone Systems, and more. 

·        Assist in installing music players, TVs, video extenders, video splitting, music speakers, and media players for Ads and Menu displays and gas price signs. 

·        Assist in store remodeling and new store construction builds. 

·        Demonstrates and embodies the following company values throughout the course of employment: 1) Guest Ready, 2) Honor & Value, 3) Quick, Clean & Convenient, 4) Ownership, 5) Team-Focused.  

·        Possesses a service mindset; strives to achieve experiences worth repeating.  

·        Participates in and follows all Toot’n Totum policies, guidelines, and procedures (Safety, Anti-Harassment, Ethics, etc.). 

·        Performs other duties as assigned. 

Required Skills & Abilities:  

·        Effective critical analysis and creative problem-solving skills; strong business acumen and curiosity. 

·        Excellent written and verbal communication skills. 

·        Excellent conflict resolution skills: strong self-concept and ability to make decisions.  

·        Excellent organizational and time management skills; keen attention to detail and urgency. 

·        Requires rapid and thorough decision making and creative problem-solving skills, good judgment as well as the ability to accept personal accountability for areas of responsibility. 

·        Acts with integrity and professionalism. 

·        Experience with MS Office suite; intermediate to advanced knowledge of MS Excel preferred. 

·        Experience in basic troubleshooting, low voltage systems, and basic router and switch issues.  

·        Must be insurable with a valid driver's license, clean driving record, and personal auto insurance. 

·        Irregular hours and weekends will be required according to the needs of the business.  

Education & Experience: 

·        Associates degree in IT Related field 

·        CompTIA A+ or 3 years of IT related experience 

Physical Requirements:

• Activity Requirements: Able to stand, walk, sit, talk/hear, push/pull, climb, bend/stoop, crouch/kneel/crawl, taste/smell, balance, twist/reach, carry, grasp with hands, squat, drive and use a keyboard.
• Lifting Requirements: Push, lift, pull and hold up to 70 pounds daily and at times, overhead.   
• Hearing Requirements: Able to hear alarms, communication equipment, verbal instructions & machinery.
• Cognitive Requirements: Complex reading, writing and math skills. Basic & complex (at times) speech skills; must be able to speak, read, write & understand the English language. Requires the ability to complete clerical and analytical tasks, function under stress and make independent decisions. 
• Vision Requirements: General vision requirements including close vision, distance & peripheral vision, color vision for termination of communication cables to include CAT5e, CAT 6, Fiber, etc., depth perception and the ability to adjust focus. Must be able to safety operate a vehicle at night.
• Movement Requirements: Able to move and position self to install Point of Sale, ATMs, safes, data racks, cameras, on the ground and overhead. Able to climb and work on ladders up to 24 feet in length. Able to access and navigate each department at the organization’s facilities. Able to grasp and utilize manual dexterity including hand/finger coordination.
• Repetitive Motion(s): Regularly & repetitively use both feet and both hands. Periods of prolonged sitting may be required on occasion either at a work site or driving for up to 2 hours without stopping.

• Environmental Factors: General working conditions include wet/humid/steam conditions not created by weather, slippery floors, hot grease, working with mechanical parts and machinery including machinery that contains moving parts, fumes/odors/airborne and dust particles, toxic/caustic chemicals, concentrated soaps & cleaning solutions, outdoor weather conditions,  confined areas, pressurized equipment, Oxygen/Acetylene, cylinders, CO2 cylinders, electrical equipment, vibration, flying debris, flashing/strobe lighting.
• Noise Levels: Normal (<85dB) noise levels and Loud (>85dB) noise levels on occasion.

• Must be able to operate scissor lifts, bucket lifts, boom lifts, climb ladders and be comfortable working in distance up to 30 feet above the ground.
• Must be able to operate a forklift.

Toot'n Totum and its affiliated companies provides a drug-free workplace.

Toot'n Totum and its affiliated companies are an equal opportunity employer (Minority/Female/Disabled/Veteran). Our employment practices are in accordance with the laws that prohibit discrimination against qualified individuals on the basis of race, religion, color, gender, age, national origin, physical or mental disability, genetic information, veteran's status, marital status, gender identity and expression, sexual orientation, or any other status protected by applicable law.