Help Desk Support Technician

Job Description

Job Description

Progressive Life Center, Inc. (PLC) is an organization, providing culturally-sensitivity human services to children, youth and families in the District of Columbia and surrounding Maryland, throughout Greater Philadelphia, and in most of Delaware. PLC’s array of community-based services includes foster care and adoption, independent living for youth aging out of foster care, family preservation, juvenile diversion, and parenting skills training. For more than two decades, PLC has earned accreditation from the prestigious Council on Accreditation (COA) for its demonstration of excellence in the delivery of services and achievement of outcomes. Learn more at plcCommunity.org .

Position Responsibilities

• Offer Level 1 and 2 customer-centered technical support for company computing environment and network, including supported hardware, Microsoft o365 / Office / Outlook and other business applications, and peripheral devices.
• Ensure immediate and total restoration of services for all systems and services by promptly responding to users’ requests (including remote users) when they have an IT related problem – proactively recognize the problem and implement needed solutions.
• Provide support and maintenance for in-house and remote computer systems, including carrying out diagnosis, upgrades, repairs, maintenance, and installation of all equipment and hardware devices, as well as ensuring top performance of workstations, laptops, tablets, printers, copy machines and mobile phones.
• Provide solution to software, hardware, and system problems by researching problems and questions, diagnosing, troubleshooting, and applying available information and resources.
• Remain in touch with a customer until their issues are totally resolved or / and request is completed.
• Carry out root cause analysis and create new resolutions to problems that occur frequently.
• Develop and maintain documentation for technology and business processes for end user support.
• Frequently check the ticketing system for incoming service desk requests and vet requests thoroughly.
• Ensure a positive support experience for customers; develop a good relationship and trust with company users by exhibiting professional attitude and a welcoming approach to understanding customers’ problems.
• Carry out software upgrade for presently installed software when necessary and with authorization, or request for new software.
• Perform upgrade for desktops / laptops, tablets, mobile phones, and other devices; obtain authorization for new hardware.
• Perform software imaging fulfilment and desktop / laptop hardware builds for projects and acquisitions.
• Perform administrative duties, including purchasing, scheduling of equipment or laptop loaners, or any other services / items for company users; organize shipment to remote sites, when necessary.
• Travel to remote sites to maintain and provide IT support.

Qualifications

Benefits

We offer an exceptional benefits package with an opportunity for personal and professional growth, which include the following :

Physical Demands

Physical Demands (Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions) :

Work Environment

Normal office environment indoors.

Equal Opportunity Employer

PLC is an equal opportunity employer. PLC does not discriminate in employment on account of race, sex, color, religion, sexual orientation, parental status, national origin, age, disability, genetic information, political affiliation, military status, or other non-merit based factors.