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About the Role
Works under the direction of the IT Manager and in conjunction with other IT staff to provide hardware and software technical support for end users. Carries out all job responsibilities with fidelity and accountability to the Agency’s Mission, Vision, Values, Guiding Principles and Strategic Plan.
Responsibilities
- Install, diagnose, configure, repair, deploy, relocate, maintain and upgrade all computer hardware and accessories, as well as software.
- Provide timely technical support to all staff, in person, by telephone, or via email or chat.
- Maintain updated ticket status and document progress on all issues using the agency’s helpdesk ticketing system.
- Manage the inventory and audit process of all IT assets, including maintaining asset deployment records and life-cycles.
- Provide timely and effective communication to staff during ongoing IT outages.
- Exhibit professional customer service while troubleshooting and resolving support requests.
- Uphold best security practices while working on company software, hardware, and network.
- Assist in the creation and maintenance of end-user documentation, support procedures, and knowledgebase articles.
- Participate in the delivery of training sessions to staff.
- Set up building access via badges based on IT Support Requests.
- Demonstrate, promote, and practice cultural competency toward clients and staff through respect and understanding.
Requirements
- Minimum AA Degree in IT or related field, or equivalent experience.
- 1 year of tech support hands-on experience.
- Ability to lift and move equipment up to 50 lbs.
- Ability to sit for extended periods of time.
- Ability to use a computer and look at computer screens for extended periods of time.
- Valid NYS Driver’s License preferred.
Skills
- Strong understanding and proficiency in Microsoft Office applications and Microsoft Windows 10/11 operating systems, including installation, configuration, and troubleshooting.
- Strong troubleshooting and diagnostic skills.
- Detail-oriented, organized, self-motivated, able to quickly adjust priorities and address multiple issues at a time.
- Ability to work independently and on a team, demonstrating dependability and accountability.
- Effective interpersonal skills for interaction with all levels of staff.
- Strong communication skills (both oral and written), with proficient typing skills.
Location
- In-person
Work Type
- Full-time
Experience Level
- 1 year of tech support hands-on experience
Education Level
- AA Degree in IT or related field, or equivalent experience
Salary/Compensations
- $20.00-$24.00
About the Company
- Carries out all job responsibilities with fidelity and accountability to the Agency’s Mission, Vision, Values, Guiding Principles and Strategic Plan.