Summary of Job Responsibilities:

Serve as the first point of contact for employees seeking technical support and assistance. Provide timely assistance via phone, in-person or using remote support tools to troubleshoot, diagnose and correct issues related to computer systems, hardware, software, printers, AV and other technology. Work in collaboration with IT team members to provide the highest level of customer service. Frequent travel to other Trudeau sites is required. Some after hours or weekend emergency support may be necessary.

Essential Functions & Principal Duties and Responsibilities:

1. Protect the rights and dignities of individuals with developmental disabilities and extend these rights and dignities to family members or guardians.
2. Upholds and complies with all safety programs and policies to maintain a safe work environment for employees, consumers, family members and visitors.
3. Commits to organizational quality initiatives by participating in programs that will assure quality improvements and team processes.
4. Provide frontline day-to-day support to employees experiencing technical issues or challenges including issues with desktop and laptop systems software and peripherals, AV, Microsoft 365, communications technologies, network connectivity, printers, copiers, etc.
5. Create and maintain user accounts in accordance with IT guidelines.
6. Document, configure, install, deploy and troubleshoot new equipment.
7. Ensure prompt and complete offboarding procedures including account suspension and equipment recovery in accordance with IT guidelines.
8. Provide conference room A/V support for meetings.
9. Provide VOIP phone system support.
10. Assist with Inventory management and asset tracking.
11. Work with users to identify technology needs and pain points.
12. Escalate tickets to the IT Systems Administrator when appropriate.
13. Support and collaborate with IT Systems Administrator in identifying benchmarks and trends.
14. Train users on basic computer skills and use of internal resources.
15. Perform any other duties related to the organization’s missions, goals and operations.

Preferred Experience and Desired Certifications

• A Certification
• Network Certification
• Microsoft 365

• Microsoft Windows 8.1/10/11
• iOS Knowledge

Internal/External Relationships:

Internal: Function as a member of a transdisciplinary team.

External: Vendors, Industry Groups, and State and Federal regulatory agencies.

Working Conditions:

Work is primarily performed in an office setting with occasional travel to designated outsourcing facilities.

Physical and Mental Requirements:  

• Ability to successfully perform the essential function of this job with reasonable accommodations.
• Ability to deal with a wide range of intellectual and practical problems.
• Frequent sitting, standing and walking.
• Must be able to lift 50 pounds.
• Must have valid driver’s license, safe driving record, automobile insurance and access to vehicle to be used as directed and when needed for transport.

Education, Experience and Skills:

Requires an associate’s degree in Computer Science, Information Technology, or related curriculum with a concentration in technology. Minimum three years' experience with Windows networking, hardware, software, desktop and server support. Equivalent combination of relevant education and experience may be substituted as appropriate.