IT Service Technician- FT

About the Role

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, and providing audio/visual support as needed.

Responsibilities

• Responds to and resolves helpdesk tickets, 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 at various locations
• Collaborate with Director of IT on assigned projects
• Staff training: development and publication of curriculum covering internal hardware, services, policies, procedures, and best practices
• Cybersecurity: staff awareness training development, threat investigation and remediation, and regular security patching
• System administration of organizational accounts and services
• Collaboration on infrastructure design, implementation, and maintenance
• Provide compassionate, excellent, and outcomes-minded IT support service by resolving assigned tickets accurately and timely based on priority and maintaining a customer service rating of 80%

Requirements

• 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)

Skills

• Active Listening
• Accuracy
• Oral and Written Communication
• Customer-Oriented
• Detail-Oriented
• Ethical
• Motivation and Self-Motivation
• Organized
• Problem Solving
• Project Management
• Reliability
• Tactful
• Technical Aptitude

Physical Demands

• Stand: Frequently (33% - 66% of the time)
• Walk: Frequently
• Sit: Constantly (more than 66% of the time)
• Manually Manipulate: Constantly
• Reach Outward: Frequently
• Reach Above Shoulder: Occasionally (up to 33% of the time)
• Climb: Occasionally
• Crawl: Not Applicable
• Squat or Kneel: Frequently
• Bend: Occasionally
• Grasp: Frequently
• Speak: Constantly
• Lift/Carry/Push/Pull:
  • 10 lbs or less: Frequently
  • 11-20 lbs: Frequently
  • 12 lbs or less: Occasionally
  • 13-25 lbs: Occasionally
  • 21-50 lbs: Occasionally
  • 26-40 lbs: Occasionally
  • 41-100 lbs: Occasionally
  • Over 100 lbs: Not Applicable
• Vision: Near, Distance, Color, Peripheral, Depth (ability to see computer screens and troubleshoot hardware)
• Sense of Sound: Ability to hold phone conversations and hear computer error codes
• Sense of Smell: Ability to detect hardware issues such as burns

Work Environment

Work will take place largely in a climate-controlled office setting but may occasionally require work in spaces that are not climate-controlled, damp, dusty, dark, or outdoors in various conditions.

20% travel time expected.

Pay

$39,500 - $55,000

Schedule

Mon. – Fri., 8:30am – 5:00pm (with required flexibility for evening/weekend events and operations).