IT Help Desk Technician

Consistent with the mission and values of Network for Life, provides on-going tier one support for hardware, software,

network equipment, servers and related services for member organizations. Delivers high quality end-user support and

participates in end user equipment maintenance.

Responsibilities:

1. Troubleshoots and supports member organizations end user hardware and software applications.

2. Troubleshoots and supports all applications while also escalating to proper team as needed.

3. Understanding of IT principles and ability to communicate technical concepts effectively to a varied audience.

4. Assists the Systems Administration Team as needed in supporting network equipment (i.e. routers, switches,

access points, etc.).

5. Logs all incidents/requests clearly in IT Support tickets while also assigning incoming tickets to the proper team

as needed.

6. Supports documentation and tracking of IT inventory for incoming and outgoing member organizations,

excluding network equipment.

7. Participate in after-hours on call in rotation with other staff.

8. Completes new user setup, including configuration of IT equipment, installing required software and programs,

providing login access and ensuring new user functionality.

9. Orients new users to member organizations information systems and provides initial IT and equipment training.

10. Provides ongoing end-user training as needed on software, computers, printers, and cell phones.

11. Assists in the set-up, maintenance and repair of PC hardware such as laptops, monitors, printers, keyboards,

etc. and audiovisual equipment such as projectors, televisions and recording devices.

12. Other job duties as assigned by the IT Support Supervisor and/or Manager of Customer Experience and

Relationship Management