IT Support Technician

NON SUPERVISORY

JOB TITLE: IT Support Technician

DEPARTMENT/PROGRAM: Information Technology

SUPERVISOR: IT Manager

FLSA STATUS: Non-Exempt

GRADE: 76 salary range: $20.00-$24.00 [commensurate with education, level of certification, and experience]

JOB SUMMARY:

Works under the direction of the IT Manager and in conjunction with other IT staff to provide hardware and software technical support for end users. Carries out all job responsibilities with fidelity and accountability to the Agency’s Mission, Vision, Values, Guiding Principles and Strategic Plan. This is an in-person position.

ESSENTIAL FUNCTIONS:

• Install, diagnose, configure, repair, deploy, relocate, maintain and upgrade all computer hardware and accessories (end-user equipment) as well as software (end-user applications and operating systems).
• Provide timely technical support to all staff, in person, by telephone, or via email or chat.
• Maintaining updated ticket status, documenting progress on all issues using the agency’s helpdesk ticketing system.
• Manage the inventory and audit process of all IT assets, including maintaining asset deployment records and life-cycles.
• Provide timely and effective communication to staff during ongoing IT outages.
• Exhibit professional customer service while troubleshooting and resolving support requests.
• Uphold best security practices while working on company software, hardware, and network.
• In collaboration with the IT Team, assist in the creation and maintenance of end-user documentation, support procedures, and knowledgebase articles.
• In collaboration with the IT Team, participate in the delivery of training sessions to staff.
• Set up building access via badges based on IT Support Requests.
• Demonstrate, promote, and practice cultural competency toward clients and staff through respect and understanding achieved through training and Agency cultural activities.

POSITION SPECIFICS:

Education: Minimum AA Degree in IT or related field, or equivalent experience.

Experience: 1 year of tech support hands-on experience

Skills:

• Strong understanding and proficiency in Microsoft Office applications and Microsoft Windows 10/11 operating systems, including installation, configuration, and troubleshooting.
• Strong troubleshooting and diagnostic skills.
• Detail-oriented, organized, self-motivated, able to quickly adjust priorities and address multiple issues at a time.
• Ability to work independently and on a team, demonstrating dependability and accountability.
• Effective interpersonal skills for interaction with all levels of staff.
• Strong communication skills (both oral and written), with proficient typing skills.
• Other responsibilities as determined by IT Manager.

Physical Demands:

• Ability to lift and move equipment up to 50 lbs.
• Ability to sit for extended periods of time.
• Ability to use a computer and look at computer screens for extended periods of time.

Other: Valid NYS Driver’s License preferred.

Travel: Local travel to our sites.

COMPETENCIES:

Leading Self

• Character and Courage (Integrity and Trust)-
  1. Do the right thing, because it is the right thing, even when no one is looking. Truth to Power.
• Customer Focus
  1. Build positive relationships through communication and collaborative problem solving.
• Commitment to Diversity, Inclusion, Justice and Equity
  1. Believe in the dignity and humanity of all people to reach their full potential.