IT Support Assistant

Job Summary

Essential Responsibilities

• Respond to basic helpdesk tickets and staff technology requests; gather relevant details, document troubleshooting steps, communicate status, and provide clear next steps.
• Troubleshoot common hardware and software issues involving Windows computers, laptops, Chromebooks, iPads, printers, monitors, docks, webcams, headsets, and other user-facing equipment.
• Assist staff with routine connectivity needs, including approved Wi-Fi connections, printers, displays, projectors, docking stations, and peripherals; escalate network or access issues requiring administrative intervention.
• Prepare and deploy new or replacement devices by labeling equipment, charging devices, connecting peripherals, completing approved basic configuration, verifying functionality, and distributing equipment.
• Support onboarding and offboarding technology tasks under the direction of the Director or Systems Administrator, including preparing assigned equipment, collecting returns, checking condition, and updating inventory records.
• Maintain accurate asset records for computers, tablets, phones, radios, cameras, monitors, accessories, and other equipment, including assigned user/site, asset tag or serial information, condition, movement, return, and disposition.
• Provide basic user support for Google Workspace, Microsoft Office, Windows, ChromeOS, and iPadOS, including routine application questions, approved updates, sign-in troubleshooting, and basic settings or peripheral configuration.
• Set up and organize workstations and shared technology areas, including monitors, docks, power supplies, keyboards, mice, cable routing, and equipment placement so spaces remain functional, safe, and orderly.
• Provide basic printer support by checking connections, paper and consumables, clearing simple jams, verifying print settings, and identifying when repair or vendor support is needed.
• Support audio/visual needs for meetings, trainings, events, and presentations by setting up and testing laptops, projectors, displays, speakers, microphones, cameras, and presentation connections.
• Perform routine equipment checks and basic preventative maintenance, including checking cables and chargers, identifying damaged equipment, confirming devices power on, and reporting repair or replacement needs.
• Organize technology storage areas, charging stations, spare equipment, cables, adapters, and accessories using clear labeling and orderly storage practices.
• Assist with technology moves and site setups by packing, transporting, installing, reconnecting, and testing equipment while following safe handling practices and established procedures.
• Create and update simple internal documentation, checklists, inventory notes, and staff how-to guides for common technology tasks using clear, non-technical language.
• Travel to BGCWPA locations as assigned to provide on-site support, complete deployments, troubleshoot routine issues, perform inventory checks, or assist with technology projects.
• Communicate recurring issues, equipment failures, inventory concerns, and unresolved support needs to the Director, Systems Administrator, or designated IT lead with sufficient detail for follow-up.
• Escalate complex, urgent, security-related, account-administration, network, server, system-level, or policy-related issues to the appropriate IT lead rather than making unauthorized changes.
• Protect confidential staff, youth, organizational, account, and technology information encountered while providing support and follow BGCWPA expectations for privacy and appropriate access.
• Maintain a professional, patient, and customer-service-focused approach when supporting staff, youth-facing teams, leadership, and visitors, including explaining basic technology steps in an accessible manner.
• Attend required BGCWPA meetings and trainings and complete assigned technology tasks, special projects, site support, and other related duties within the scope of the position.
• Support a healthy and safe environment by handling, transporting, charging, storing, and disposing of technology equipment appropriately and reporting damaged equipment, unsafe cabling, or other hazards.

Required Qualifications

• High school diploma or equivalent required.
• Basic understanding of computers, laptops, Chromebooks, iPads, printers, Wi-Fi, and common office software.
• Ability to follow written instructions, established procedures, and checklists and document work completed.
• Strong customer service skills and ability to work patiently with non-technical users.
• Strong verbal and written communication skills.
• Ability to work independently on assigned tasks while recognizing when to ask for help or escalate an issue.
• Good organizational skills, reliability, and attention to detail.
• Ability to travel between BGCWPA locations as needed.
• Ability to lift and carry technology equipment up to 40-50 pounds as needed.
• Must maintain confidentiality when working around staff, youth, organizational, or technology-related information.

Preferred Qualifications

• Some college, technical training, IT coursework, or related experience preferred.
• Six months to two years of basic IT, helpdesk, computer repair, school technology, nonprofit technology, or customer service experience preferred.
• Familiarity with Google Workspace and Microsoft Office preferred.
• Experience setting up computers, monitors, printers, tablets, or basic networked devices.
• Experience using a helpdesk ticketing system or inventory system.
• Interest in pursuing a career in information technology, cybersecurity, systems administration, or nonprofit operations.
• Valid driver license and reliable transportation preferred.
• Prior experience in a school, youth-serving, nonprofit, or community-based organization is a plus.

Who We Are

For over 135 years, the Boys & Girls Clubs of Western Pennsylvania (BGCWPA) has been a trailblazer in youth development, committed to unleashing the potential of every child. Rooted deeply in the values of safety, fun, and inclusivity, BGCWPA prides itself on cultivating an environment where every child and employee can flourish.

At the heart of our vision lies a commitment to providing opportunities that transcend boundaries. Through creative and forward-thinking programs, we aim to equip our youth with the skills, knowledge, and resilience necessary for a brighter future. BGCWPA is not merely an organization; it is a dynamic force that shapes destinies, cultivates dreams and empowers the leaders of tomorrow.

As a proud affiliate of Boys & Girls Clubs of America, BGCWPA aligns itself with a nationwide network of organizations dedicated to empowering young people. Our collective impact extends beyond our local community, fostering positive change on a national scale. Annually, BGCWPA reaches over 12,300 young individuals through a rich tapestry of innovative programs, services, and outreach initiatives.

Commitment to Inclusion

BGCWPA is committed to building a culturally diverse community and we believe in the importance of equity and inclusion. We understand that every individual brings a unique set of skills and experiences. While our job description lists specific qualifications, skills, and competencies, we also recognize that true potential can often transcend those lines. If you're enthusiastic about social impact and helping others succeed, even if you don't meet every qualification, we encourage you to apply.

We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. Our organization prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.