IT Support Tech (Part-time)

This is an IT position (FLSA non exempt) whose incumbent is in charge of facilitating the technical services of the IT Department through the delivery of essential technical aid to employees in order to resolve issues on various computing devices while under minimal supervision.  Further duties include provisioning equipment and general support for a mixture of applications and hardware.

The incumbent reports to and receives supervision from the IT Director. In carrying out position responsibilities, the incumbent performs in accordance with established ESCSB policies and procedures, demonstrates initiative, exercises sound judgment, maintains confidentiality of information, and sustains effective working relationships.

Essential Functions:

• Monitor and respond to IT support requests via phone, email, or the IT ticketing system;

• Diagnose and resolve basic technical issues related to hardware, software, and network connections;

• Assist with setting up, configuring, maintaining, and troubleshooting desktops, laptops, cell phones, printers, and other peripherals;

• Support software applications including Citrix, Microsoft Office 365, and email;

• Reset passwords, unlock accounts, and manage user access in Active Directory;

• Escalate unresolved technical issues to Tier II as needed;

• Provide excellent customer service and maintain a professional, friendly attitude;

• Perform other job-related duties as assigned by the IT Director and/or the Executive Director;

Related Duties and Responsibilities

• Performs related duties and responsibilities as required and assigned.

Education and Experience:

• Associate’s degree in technology or related field preferred, position related experience preferred with computer hardware and software and position related training; or any equivalent combination of education, training, and experience which provides the required knowledge and abilities.

Required Knowledge, Skills and Abilities:

Position-relation experience with computer hardware and software and possess the following knowledge, skills, and abilities:

• Knowledge of standard computer hardware and software, to include, Windows operating systems, Microsoft Office products, monitors, desktop computers, laptops, Smartphones, common peripherals, troubleshooting strategies, and communications (written, oral, and interpersonal).

• Computer hardware and software troubleshooting; word processing, desktop computers, printers, and maintaining effective communications with staff.

• Lift 20-50 pounds of weight; perform IT responsibilities in accordance with agency policies and procedures; effectively communicate with all types/levels of people in written and oral form; resolve position related problems; demonstrate initiative; maintain applicable confidentiality of information; exercise sound judgment; and maintain effective working relationships.

• The incumbent must have a valid driver's license with a satisfactory record.