IT Technician/Help Desk

Under the direction of the IT Director, the Information Technology Technician is responsible for providing technical and network support to GLBMW users and performing a range of duties in support of the IT Director and GLBMW technology needs. This includes the installation and configuration of software and hardware, basic network support, repair and maintenance of a variety of equipment, and supporting the technology needs of the organization., The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job. Employees may be requested to perform jobrelated tasks other than those specifically presented in this description.

• Provides comprehensive technical support to GLBMW staff, including troubleshooting desktops, printers, scanners, mobile devices, and a wide range of GLBMW applications, programs, and operating systems.
• Responds to user support tickets, assigning and following up as necessary to ensure timely resolution.
• Assists users with account access, including password resets and general account support.
• Installs, configures, and deploys workstations, computers, and mobile devices.
• Replaces basic hardware components and performs general equipment maintenance.
• Supports and maintains computers, printers, scanners, copiers, desk and cell phones, tablets, and other GLBMW issued devices.
• Configures and deploys new computers and cell phones, including upgrades and transitions to new equipment.
• Performs routine hardware and software updates to ensure systems remain current and compliant.
• Maintains accurate equipment inventory records for reporting and auditing purposes.
• Maintains accurate documentation of repairs, resolutions, and technical procedures.
• Provides audio/visual technology support as needed.
• Assists with deployments and other tasks as delegated by the IT Director.
• Performs other duties as assigned.

• Associate's degree in Computer Information Systems or related field.
• Two (2) years of experience in a technical support or help desk role.
• An equivalent combination of training, education, and experience that provides the required skills, knowledge, and abilities may be considered.

Licenses or Certifications

• Require a valid driver's license, * Associate/Bachelor's degree in computer science or a related field
• Comp TIA A+ certification, Comp TIA Network+ certification, or Security+ certification, * Audio and Video technologies
• IP Schemes and networking
• Active Directory knowledge
• Computer and peripheral troubleshooting and repair.
• Various advanced computer functions.
• Modern office equipment, procedures, and software packages.
• Various GLBMW applications and programs.
• Hardware used by GLBMW
• EDR applications for malware removal used by GLBMW.
• Patch management systems
• Basic PowerShell functions
• iOS and Android operating systems.

Skill in:

• Troubleshooting.
• Organization and time management.
• Following written and verbal instruction.
• Providing user support.
• Writing documentation.
• Assembling, disassembling, and replacing hardware.
• Establishing and maintaining effective working relationships.
• Written and verbal communication.
• Research and analysis.

Pulled from the full job description

• Health insurance
• Retirement plan
• Paid time off
• Vision insurance
• Dental insurance
• Flexible spending account
• Life insurance, * Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance