IT Admin & Liaison

Description

Title:                     IT Admin & Liaison

Department:      Administration

Reports to:         SVP of Operation

Location:             Administration

FLSA Status:       Non-Exempt

Salary:                $25.00 - $28.00

JOB SUMMARY:

The IT Liaison will serve as the primary point of contact between internal staff and the Managed Service Provider (MSP). This role ensures effective communication of technical issues and service needs while providing basic support to end users. The IT Liaison will coordinate IT-related activities, assist with device setups, and support day-to-day (Real-time/Urgent/Immediate) technology needs of staff with an emphasis on customer service and issue resolution.

JOB RESPONSIBILITIES:

• Act as a liaison between agency staff and the MSP for all IT-related issues.
• Provide front-line Level 1 support for desktop, laptop, tablet, and mobile devices
• Collect, clarify, and document user issues before escalating to the MSP
• Ensure timely follow-up with staff regarding open tickets and MSP updates
• Setup and deploy end-user devices for in-office and remote staff (with MSP guidance)
• Assist with basic troubleshooting of user issues such as password resets, application support, and printer setup
• Maintain inventory of IT assets and report status to MSP
• Provide basic training on device use and commonly used applications (e.g. Office 365)
• Monitor help desk ticket system (with MSP) and ensure requests are routed appropriately
• Attend regularly scheduled (bi-monthly) MSP meetings
• Visit other agency locations monthly to provide in-person support and feedback to MSP
• Manage and maintain, and track all agency-issued mobile devices
• On Call and weekends availability when needed.

SKILLS/ABILITIES:

• Basic knowledge of Windows OS and Microsoft Office 365
• Comfortable using helpdesk and ticketing systems (MSP tools, RMM)
• Strong communication and interpersonal skills
• Excellent organizational and documentation skills
• Customer service mindset
• Ability to work independently and follow processes
• Willingness to learn and grow with the role

WORK ENVIRONMENT:

• Primarily office-based with quiet to moderate noise level
• Occasional travel to other agency sites as needed

Qualifications

EDUCATION/EXPERIENCE:

• Associate’s degree or equivalent experience in an IT-related field preferred
• Entry-level or internship experience in a helpdesk or IT support role

SKILLS/ABILITIES:

• Basic knowledge of Windows OS and Microsoft Office 365
• Comfortable using helpdesk and ticketing systems (MSP tools, RMM)
• Strong communication and interpersonal skills
• Excellent organizational and documentation skills
• Customer service mindset
• Ability to work independently and follow processes
• Willingness to learn and grow with the role

PHYSICAL REQUIREMENTS:

• Frequent sitting, standing, walking, talking, hearing, and use of hands
• Must be able to lift up to 25 lbs with reasonable accommodations
• Requires adequate hearing to perform job duties in person and over the phone
• Requires normal color vision and depth perception

Salary : $25 - $28