IT Support Assistant

Classified position; salary follows the CHCCS Salary Page. Reports to the Coordinator of Client Services and Asset Management. FLSA status: nonexempt. 12-month, full-time schedule.

About the role

The IT Support Assistant delivers responsive, high-quality technical support and ensures seamless, reliable technology operations across all district and school sites. This position plays a key role in maintaining IT service continuity under the direction of the Information Technology Department.

Responsibilities

• Follow established procedures for processing IT support requests, document in-progress and completed work, and close support tickets within established Service Level Agreements (SLAs).
• Assist in maintaining inventory of physical assets and parts inventory.
• Process surplus equipment at assigned locations.
• Deliver and pick up equipment to be repaired at approved vendor sites.
• Troubleshoot and repair computer equipment, peripherals, software applications, network connections, and classroom presentation equipment at assigned locations.
• Install new hardware and software products, including peripherals (printers, scanners, etc.) and network connections for Internet and web application access.
• Participate in small and large-scale hardware and software upgrades, including computer components, operating system upgrades, and software drivers.
• Participate in help desk ticket support and coordination.
• Maintain compliance with all company policies and procedures.
• Set up computer and AV equipment for special programs and meetings as needed.
• Perform related duties as assigned by the Coordinator of Client Services and Asset Management.

Requirements

• High School diploma or GED.
• Valid NC Driver’s License.
• Previous experience working within a customer service or computer support environment preferred.
• General knowledge of various device and operating system types (Apple, Windows, and Google).
• Ability to communicate with users to determine the nature of problems.
• Self-initiative in being part of a team and assisting technical staff.
• Ability to physically perform basic operational functions: stooping, kneeling, crouching, reaching, standing, walking, hearing, and repetitive motion.
• Ability to lift a minimum of 50 pounds.
• Ability to safely and successfully perform essential job functions consistent with ADA, FMLA, and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with ADA, FMLA, and other federal, state, and local standards.