IT Help Desk/Field Support Technician

General Functions:

The primary responsibility of the IT Help Desk and Field Support Technician is to provide onsite technical support to staff regarding the company’s client management applications, desktop computers, laptops, terminals, printers, copiers, fax machines, scanners, time clocks, presentation systems, portable package systems, data, voice, and wireless communication equipment and services. This role also involves serving as a liaison with technical vendors and staff, and maintaining the company’s technical hardware inventory and system documentation.

Scope of Duties:

1. Interact with all clients, staff, and outside contacts with respect and courtesy.

2. Maintain client and staff confidentiality in compliance with administrative policies and procedures.

3. Attend and participate in regularly scheduled staff meetings, supervisory conferences, and training sessions.

4. Ensure compliance with Volunteers of America Delaware Valley's Administrative and Information Technology Department Policies and Procedures.

5. Serve as a liaison between technical vendors and staff to deliver timely resolution of open support issues by documenting, tracking, and monitoring technical support problems utilizing internal tracking software and by monitoring the IT Helpdesk support log.

6. Provide onsite technical support to end users on a variety of technical issues unsupported by the IT Helpdesk, including the installation of end-user equipment, performing routine tasks to maintain computer equipment and their peripherals, and training staff on the use and maintenance of voice communication hardware and software systems, including voicemail resets, extension management, and automated attendant updates.

7. Maintain user account information, including rights, security, and systems groups to protect data from unauthorized users and resolve system security violations.

8. Support, monitor, test, and troubleshoot hardware and software problems pertaining to the company computers, laptops, terminals, printers, copiers, fax machines, scanners, SecurManage and SecurScan client management applications, data, voice, and wireless communication systems, and time clock systems, ensuring the equipment, service lines, and software are operating properly.

9. Maintain agency presentation systems located in the Administration building boardroom and training room, portable system packages, including laptops, projectors, and wireless network cards used by staff when traveling. Maintain technical system documentation for wiring plans, voice and data communications equipment, network printer settings, and scanning systems procedures. Maintain company-wide technical hardware inventory, including a small stock of replacement equipment such as network equipment, terminals, monitors, cables, keyboards, and mice.

10. Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

11. Install anti-virus software and ensure systems are adequately protected.

12. Perform preventative maintenance, including checking and cleaning workstations, printers, and peripherals.

13. Test fixes to ensure problems have been adequately resolved.

14. Perform post-resolution follow-ups to help requests.

15. Develop help sheets and frequently asked questions lists for end-users.

16. Inventory IT-related equipment throughout the agency.

17. Perform routine scheduled maintenance at agency computer labs as directed.

18. Audit applications (removing or updating profiles).

19. Maintain an organized IT office.

20. Recycle unusable equipment.

21. Other duties as assigned by the IT Director.

ADA Essential Functions:

1. The employee is regularly required to stand, walk, sit, stoop, kneel, crouch, and crawl.

2. The employee is regularly required to use hands to type and handle equipment.

3. The employee is regularly required to reach with hands and arms.

4. The employee is regularly required to talk or hear.

5. The employee must be able to occasionally lift and move up to 40 pounds.

6. The employee must have the ability to see clearly at 24 inches or less.

7. The employee must have the ability to identify or distinguish colors.

8. The employee must have the ability to observe an area that can be seen up and down or to the left and right while eyes remain fixed on a given point.

9. The employee must have the ability to judge distances and spatial relationships to see objects when and as they actually are.

10. The employee must have the ability to adjust the eye to bring an object into sharp focus. This is required when doing close work at varying distances from the eye.

Credentials/Abilities:

· Bachelor’s degree in Information Technology, Information Sciences and Systems, or Management Information Systems (MIS).

· 2-5 years of experience in IT.

· A and ITF certifications are required.

· Microsoft 365 Fundamentals certification is required.

· Proficient in navigating through Microsoft 365.

· General knowledge of network concepts.

· Must possess a valid driver's license and be able to meet agency driver standards.

· Strong problem-solving skills and ability to troubleshoot technical issues.

· Excellent organizational skills and attention to detail.

· Ability to communicate effectively both verbally and in writing with staff and vendors.

· Strong sense of urgency and ability to handle multiple tasks and deadlines.

· Good listening and comprehension skills.

· Ability to apply policies and procedures and work independently in a self-paced manner.

· Willingness to travel frequently to various locations.

Job Type: Full-time

Pay: $45,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person

Salary : $45,000 - $60,000