IT Support Technician

The IT Support Technician is responsible for providing first-line technical assistance to end-users and identifying and resolving problems efficiently and effectively. This role involves troubleshooting and resolving common technical issues related to hardware, software, network connectivity, setting up new equipment, and documenting and escalating issues as necessary. Installing and configuring software and applying patches or updates to maintain basic IT infrastructure such as servers, workstations, and network devices. Routinely tests and monitors IT system performance to ensure system security and reliability.

The IT Support Technician is committed to the effective operations of the Ardmore’s IT infrastructure and the delivery of services through the community we serve. Supporting overall information systems planning, implementation, and administration in a variety of IT functional areas, by following internal procedures and guidelines to troubleshoot and resolve basic IT issues across different systems and technologies. This position will report to the Director of Information Technology. 

Ardmore believes that all employees should be committed to supporting the organization’s mission of ensuring quality support services are provided and people with intellectual and developmental disabilities are both respected and afforded opportunities to choose and participate in and access community events, activities, and resources. 

DUTIES AND RESPONSIBILITIES

•  Troubleshooting: Diagnose and resolve common technical issues related to computers, peripherals, software applications, and network connectivity. 
•  Customer Support: Provide excellent customer service by responding to inquiries, resolving problems, and ensuring customer satisfaction. 
•  Documentation: Maintain accurate and detailed records of all troubleshooting activities and resolutions. 
•  Knowledge Base: Contribute to and maintain a comprehensive knowledge base of frequently asked questions and troubleshooting procedures. 
•  Escalation: Identify and escalate complex or unresolved issues to higher-level support technicians or engineers as needed. 
•  Hardware and Software Support: Assist with the installation, configuration, and maintenance of hardware and software components. 
• Remote Support: Utilize remote access tools to provide technical support to end-users. 

KNOWLEDGE, SKILLS, & ABILITIES 

•  Basic knowledge and understanding of computer hardware, software, and networking concepts. 
•  Ability to analyze problems, identify solutions, and implement effective troubleshooting steps. 
•  Excellent verbal and written communication skills, including the ability to explain technical concepts to non-technical users.    
•  Strong customer service orientation and the ability to build positive relationships with end-users. 
• Ability to work effectively as part of a team and collaborate with other support staff. 

EDUCATION & EXPERIENCE

• High school diploma or GED.  Bachelor's Degree in technical field or A certification or equivalent technical certification preferred.
• Minimum of 2-5 years experience in IT or similar field

•  Familiarity with common operating systems (e.g., Windows, macOS, Linux) and software applications
• Proficiency in technology and aptitude to learn and use multiple electronic platforms, including but not limited to Microsoft Office Suite

• Skilled in current computer related software applications, standard office equipment and audio-visual equipment
• Experience working in a professional office environment and carrying out diverse administrative duties. 
• Previous experience in a technical support role a plus

REQUIRED CONDITIONS OF EMPLOYMENT

• Must be able to lift and/or move up to 50 pounds.
• Must be able to bend, kneel, push, and pull.
• Must meet eligibility for employment within the United States. (Provide appropriate I-9 documentation on the first day of employment).
• Must possess and maintain a good driving record and have access to a reliable vehicle.
• Must maintain training compliance as required.
• Must have a clean criminal history.
• Must be able to pass a drug screening.
• COVID-19 Considerations: Ardmore Enterprises had a mandatory COVID-19 vaccination policy. All employees are required to be vaccinated, unless a religious/medical exemption is requested.

WHY YOU’LL LOVE ARDMORE

We offer an exceptional benefits package including:

• Medical, Dental and Vision Insurance (CareFirst)
• 403B Retirement Plan Match - Mutual of America (Up to 6%)
• Group Life Insurance - Guardian (up to $50,000)
• Voluntary Life and AD&D Insurance 
• Short Term Disability Insurance (Guardian)
• Employee Assistance Program (EAP)
• Pet Insurance 
• Legal Insurance
• $1000 Sign-On Bonus
• $250 Employee Referral Program
• Starting Two Weeks Vacation and Two Weeks Sick Leave (full-time and part-time eligibility)
• 10 Paid Holidays and 2 Floating Holidays
• Employee Discounts (Groupon, Six Flags, Touro University, Hertz car rentals, AMC Theaters Dell computers, etc.)
• Paid On-site Trainings! 
• Work in a hybrid environment combining in office and remote work is required. Current requirements are at least 3 days in office.

Ardmore is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Ardmore is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. 

Salary Range: $60,000 - $65,000

Salary : $60,000 - $65,000