IT Support Technician

Job Description

Job Summary: Responsible for providing technical assistance and support related to computer systems, hardware or software. Run diagnostic programs, isolate problems and make recommendations/implement solutions.

Communication: Good oral and written communication skills are required for this position. The person in this position must be able to communicate effectively with the clients, staff, and others; and contribute to a positive environment.

Key Responsibilities:

● Respond to requests for technical assistance (diagnose and resolve hardware/software issues) via phone and email.

● Provide ticketing support and onboarding education and support within Freshdesk for users.

● Maintain FAQ section on Freshdesk portal for user support and knowledge.

● Provide continuing technical and security education of users (learning spotlight, training, education on current tools).

● Assist in patch and asset location management.

● Maintain daily performance of computer systems (updates, software patches, driver installations, etc).

● Work with fellow departmental team members for requests outside of purview (broken phone, extension not working, printer support tickets, changing extensions, directory requests, etc).

● Work with external vendors to support agency users and agency owned equipment.

● Support staff and outside vendors in booking equipment for A/V and setting up (troubleshooting) equipment/setups. Provide user support and customer service on company supported computer systems and application as needed.

Education, Training, License and Certification, Skills and Experience:

● High School Diploma. Comptia A+ or equivalent.

● Good verbal and written communication skills.

● Good keyboarding skills.

● Familiarity with computers, networking, ISP services and telecommunications systems.

● Knowledge of Windows based systems.

● Knowledge of Local Area Networks and Wide Area Networks.

● Knowledge of Active Directory, Microsoft Exchange and SQL (database experience)

● Ability to work with a diverse population.

● Ability to work independently and meet deadlines.

● Ability to multi-task.

Clearances:

1. Background checks are required, including Criminal Background Clearance, Child Abuse Clearance, and FBI Clearance.

Job Title: IT Help Desk Manager FLSA Status: Exempt

Department: Operations/ IT Location: 1348 Bainbridge Street

Reports to: Operations/ IT Director Supervises:

Physical Requirements:

1. The ability to stand, sit and walk for extended periods of time

2. Ability to move and relocate IT equipment weighing up 35 pounds unassisted.

3. Ability to move and relocate IT equipment weighing in excess of 35 pounds with assistance.

4. The ability to communicate using written and spoken words

5. Must demonstrate visual and auditory acuity

6. Must have all necessary vaccinations

7. All required vaccinations

MAZZONI CENTER reserves the right to change or modify the job description, including but not limited to Major Responsibilities, Education, Certification, and Physical Requirements.

Full-time