IT Support Technician

Under supervision of the IT Coordinator, the IT Support Technician is responsible for supporting the organization by managing IT assets, providing end user training and support, providing employee access to the organization’s customized database and support virtual activities., * Deploy hardware to employees as directed, including tablets, laptops, desktops, and phones.

• Ensure hardware and software are configured accurately and efficiently based on the user’s role.
• Ensure hardware is up to date and inventoried, records are current and accurate and that they are returned/repurposed as necessary.

End User Training and Support

• Serve as a backup trainer for all users of the organization’s database, assessing needs, identifying knowledge and documentation gaps, and ensuring consistent outcomes.
• Provide other IT training to all users as directed, including training on new hardware/software and refresher training on existing systems.
• Support end user’s interactions with MSP by serving as translator for technical issues.

Database Management and User Access

• Assign user roles to employees and contractors during onboarding and as needed.
• Offboard employees and contractors at termination.
• Perform routine user audits to ensure only current and authorized users are accessing networks and systems.

Additional IT Support

• Coordinate and provide on-site support for IT requests at all organization locations as directed, including liaising with MSP on behalf of other employees.
• Ensure technology needs for in-person, hybrid and virtual events and meetings hosted by the organization are met, providing IT support throughout and immediately resolving issues.

Documentation and Recordkeeping

• Regularly update Active Directory and communicate changes to MSP.
• Ensure written instructions for the organization’s hardware and software are high quality, easy to use, and available to all impacted users prior to deployment of new technology or changes to existing technology.

All other duties as assigned by the IT Coordinator

• Bachelor’s degree plus three years of relevant professional experience OR Associate degree plus five years of relevant professional experience OR high school diploma or GED equivalency plus seven years of relevant professional experience.
• Strong command of database management, inventory management, and advanced computer skills.
• Commitment to a high standard of ethics and protecting confidential information.
• Effective verbal and written communication skills and computer skills.
• Ability to read and write fluently in English and have a good understanding of the English language.
• Ability to successfully train employees with varying IT experience and skill levels.