IT Helpdesk Support Field Technician

POSITION SUMMARY

This is a non-exempt position. The Helpdesk Support and Field Technician is responsible for providing technical support and assistance to end-users, both remotely and on-site. This dual role involves troubleshooting and resolving hardware, software, and network issues, as well as installing and maintaining IT equipment. The technician ensures the smooth operation of IT systems, provides exceptional customer service, and contributes to the overall efficiency of the IT department. Candidate must be ready to be an active participant in department with a strong commitment to excellence.

REQUIRED QUALIFICATIONS:

Required knowledge, skills, and abilities for this position would normally be gained through the Equivalent of an associate's degree in Computer Science, Information Technology, or a related field, or applicable certifications. Minimum of 1-3 years of experience in IT support or a similar role. Relevant certifications (e.g., CompTIA A , Network ) are preferred. Must have and maintain a current driver's license and be insurable under the organization's automobile insurance. This position requires frequent travel to various locations for on-site support. Must be able to work flexible schedules, including occasional evenings or weekends for maintenance and upgrades. Must be able to lift and move IT equipment as needed.

• Knowledge of operating systems (Windows, MacOS, Linux), hardware components, and software applications; understanding of networking principles and protocols, strong problem-solving and diagnostic skills.

• Ability to communicate, effectively, both verbal and written, explain technical concepts to non-technical users, strong customer service orientation and ability to work well with diverse groups of people.

• Ability to lift and move IT equipment as needed and willingness to travel and work on-site at various locations.

• Yardi Voyager knowledge a plus.

• Remote Support: Ability to respond to helpdesk tickets, phone calls, and emails to provide technical support to end-users, diagnose and resolve hardware, software, and network issues remotely guide users through problem-solving processes and provide step-by-step instructions.

• Issue Escalation: Ability to escalate complex issues to higher-level support or specialized technicians as needed and follow-up on escalated issues to ensure timely resolution.

• User Account Management: Ability to assist with user account creation, password resets, and access control, ensure proper permissions and security protocols are followed.

• Documentation: Skill in maintain detailed records of support requests, troubleshooting steps, and resolutions, document common issues and solutions in the knowledge base for future reference.

• Training and Guidance: Ability to provide training to end-users on IT policies, procedures, and best practices, educate users on new software and hardware.

• On-Site Support: Ability to travel to various locations to provide on-site technical support, install, configure, and set up hardware, software, and peripheral devices, perform repairs or replacement of defective components.

• Maintenance and Upgrades: Skill in conducting regular maintenance and updates on IT systems and equipment, implement upgrades to hardware and software as needed.

• Network Management: Ability to assist in the setup and maintenance of local area networks (LANs) and wireless networks and troubleshoot network connectivity issues on-site.

• Inventory Management: Skill in tracking and managing inventory of IT equipment and supplies and ensure proper storage and handling of IT assets.

• Collaboration: Ability to work closely with other IT staff and departments to resolve issues and improve IT services, participate in team meetings and contribute to project planning.

• Continuous Improvement: Ability to identify and implement opportunities for improving IT support and services and stay updated on the latest technology trends and advancements.

BENEFITS

Your total compensation is more than the dollars you receive in your paycheck. In addition to a competitive salary, SLHA also offers: • Medical Plans • Dental Plan • Vision Plan • Life Insurance • Short-Term Disability • Long-Term Disability • Flexible Spending Accounts for medical or dependent care • Paid Time Off: Vacation, Sick, Personal and Holidays • 401a contribution equal to 12.7% of annual salary

SLHA is a qualifying employer for the Public Service Loan Forgiveness Program.