IT Service Technician- FT

IT Service Technician

The IT Service Technician provides technical support to organization staff (on-site and remote) by creating, answering and resolving assigned IT helpdesk tickets, conducting basic network maintenance and troubleshooting, performing device software and hardware maintenance. This position also provides audio/visual support to staff as needed.

• Responds to and resolves helpdesk tickets as assigned, including:
• Printer troubleshooting, and service calls to providers
• Basic Network troubleshooting
• Troubleshooting & maintenance in Windows, Mac OS, iOS/iPad OS, Android, Linux, and Chrome OS environments
• RingCentral phones/system troubleshooting
• Google Workspace Account management for staff
• Inventory Management in accordance with established procedures & best practices
• Organization & cleaning of IT-managed spaces
• Support organizational events as necessary at our various locations
• Collaborates with Director of IT on assigned projects
• Staff training: development and publication of curriculum to cover internal hardware, services, policies, procedures, and best practices as necessary.
• Cybersecurity: staff awareness training development, threat investigation and remediation, and regular security patching as necessary.
• System Administration of organizational accounts and services
• Collaboration on Infrastructure design, implementation, and maintenance
• Other projects as assigned

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

• Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.
• Accuracy - Ability to perform work accurately and thoroughly.
• Communication, Oral - Ability to communicate effectively with others using the spoken word.
• Communication, Written - Ability to communicate in writing clearly and concisely.
• Customer Oriented - Ability to take care of the customers' needs while following company procedures.
• Detail Oriented - Ability to pay attention to the minute details of a project or task.
• Ethical - Ability to demonstrate conduct conforming to a set of values and accepted standards.
• Motivation - Ability to inspire oneself and others to reach a goal and/or perform to the best of their ability.
• Organized - Possessing the trait of being organized or following a systematic method of performing a task.
• Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.
• Project Management - Ability to organize and direct a project to completion.
• Reliability - The trait of being dependable and trustworthy.
• Self Motivated - Ability to be internally inspired to perform a task to the best of one's ability using his or her own drive or initiative.
• Tactful - Ability to show consideration for and maintain good relations with others.
• Technical Aptitude - Ability to comprehend complex technical topics and specialized information.

Provides Compassionate, Excellent, and Outcomes-minded IT Support Service to FIVE18 Family Services Staff by:

• Resolving assigned tickets accurately & in a timely manner based on needed priority
• Maintaining customer service rating of 80%

Position Qualifications:

• Associate's Degree in Computer Science or equivalent experience
• 1-2 years of related experience
• Proficient in Windows, Mac OS, Linux, Android, iOS, MS Office, Google Workspace, iWork, basic understanding of networking concepts, including IPv4 and basic troubleshooting
• CompTIA A+, Network+, or equivalent (Preferred, but not required)

Physical Demands:

Stand: Frequently

Walk: Frequently

Sit: Constantly

Manually Manipulate: Constantly

Reach Outward: Frequently

Reach Above Shoulder: Occasionally

Climb: Occasionally

Crawl: Occasionally

Squat or Kneel: Frequently

Bend: Occasionally

Grasp: Frequently

Speak: Constantly

Lift/Carry: Occasionally

Push/Pull: Occasionally

10 lbs or less: Frequently

12 lbs or less: Occasionally

11-20 lbs: Frequently

13-25 lbs: Occasionally

21-50 lbs: Occasionally

26-40 lbs: Occasionally

51-100 lbs: Occasionally

41-100 lbs: Occasionally

Over 100 lbs: Occasionally

Other Physical Requirements:

Vision (Near, Distance, Color, Peripheral, Depth): Ability to see computer screens, with or without visual aid; physically troubleshoot hardware

Sense of Sound: Ability to hold phone conversations, hear computer error codes, etc.

Sense of Smell: Ability to smell hardware issues for burns, etc.

Work Environment:

Work will take place largely in an atmosphere controlled office setting, but will occasionally require work in spaces which are not atmosphere controlled, damp, dusty, dark, or outdoors in various conditions.