Assistant Technology Director

General Summary:

The Technology Department performs analytical, technical, and administrative work in the planning and installation of new and existing personal devices and workstations; diagnoses and resolves problems in response to customer-reported incidents; confers with end users to determine types of hardware and software required; installs new hardware and software and maintains existing components; performs general maintenance tasks; troubleshoots and resolves issues with user devices and peripheral equipment located throughout the organization.

Essential Job Functions:

• Troubleshoot & resolve issues by analyzing, identifying, and diagnosing symptoms
• Perform root cause analysis using established processes
• Provide technical assistance with computer hardware and software to staff
• Resolve issues for customers via phone, in-person, and/or remote support
• Utilize a sophisticated ticket management system to enter and track incidents, document detailed and accurate troubleshooting steps and instructions, and communicate with the staff
• Recommend procedures and controls for problem-solving and issue prevention
• Provide technical advice, guidance, and training to staff using hardware and software programs
• Develop documentation and checklists as necessary
• Maintain continual communication with customers throughout the support experience
• Maintain an accurate schedule at all times

Knowledge, Skills, and Abilities:

• Excellent verbal and written communication skills required
• Proficiency in using Customer Relations Management Systems and Content Management Systems
• Proficiency with Microsoft Office Suite, and various web technologies
• Ability to work independently
• Ability to excel in a team-oriented, collaborative, and fast-paced environment
• Strong troubleshooting and critical thinking skills
• Ability to work with a significant diversity of individuals and/or groups
• Ability to apply problem-solving techniques to analyze issues, create plans of action, and reach solutions
• Excellent time management and organizational skills
• Naturally curious and excited to advance in innovative technologies
• Service-oriented approach with strong client-focused skills, able to process and explain technical information on various levels
• Any additional tasks required by management