Summary

The IT Help Desk Technician is responsible for supporting the agency's computing, information, and other technology systems and applications and providing user support in all locations.

Responsibilities include help desk support, software maintenance, hardware maintenance, support of data, voice, and video camera systems.

At the direction of the IT Team Lead this position ensures that all end-user technology works effectively in order to meet agency goals and objectives. Other related duties may be assigned. May be required to shadow or assist the Systems Administrator and IT Team Lead with more advanced tasks.

HYBRID ON-SITE / REMOTE POSITION

Principal Duties and Responsibilities

User Support/Help Desk

• User Support- promptly deliver technical support to all agency staff for computers, printers, copiers, network connectivity, software applications, desk phones, cell phones, alarm systems, video camera systems, peripherals, and other technology.
• Help Desk Support- provide telephone and remote access support to staff as possible to improve response time and efficiency and reduced travel costs.
• Technology Provision- configure and deploy new and replacement technology to users as provided for in the agency budget.
• Technology Training- deliver adequate training to equip staff for proficient use of technology and applications. This training should include instruction in appropriate use, and privacy, security, and software compliance.
• Documentation – properly maintain or create documentation related to users, inventory, and processes.
• Attend educational programs, workshops, and seminars to stay abreast with developments in the IT industry.
• Escalate to Systems Administrator or IT Team Lead, as necessary.

IT Initiatives and Projects

• At the IT Team Lead’s direction, be a contributing member to technology projects; software deployments, system upgrades, data migrations, and other initiatives.

Travel

• Some day-travel may be required to support our various locations and remote users. This is a Hybrid on-site and remote position with a percentage of weekly work hours between the two. On-site only for the first 90 days.

Education & Experience Requirements

• Associates degree (A. A.) or equivalent from 2-year college or technical school with an emphasis on computer science or Information Technology.
• 0 to 1 years related experience and/or training; or equivalent combination of education and experience.
• Requires the knowledge and ability to plan, coordinate and provide the installation, testing, operation, troubleshooting, and maintenance of information systems hardware and software.
• Requires effective communication, decision making, interpersonal, leadership and professionalism skills and abilities.
• Knowledge of Windows 10, Windows 11 and Office 365 product functionality and troubleshooting
• Experience with Active Directory and Azure AD is a plus
• Understanding of basic networking and data security principals.

Children's Hope Alliance is an Equal Opportunity Employer