IT Service Technician- FT

Work Schedule: Mon. - Fri., 8:30am - 5:00pm (with required flexibility for evening/weekend events and operations), The IT Service Technician provides technical support to organization staff (on-site and remote) by creating, answering and resolving assigned IT helpdesk tickets, conducting basic network maintenance and troubleshooting, performing device software and hardware maintenance. This position also provides audio/visual support to staff as needed., * Responds to and resolves helpdesk tickets as assigned, including:

• Printer troubleshooting, and service calls to providers
• Basic Network troubleshooting
• Troubleshooting & maintenance in Windows, Mac OS, iOS/iPad OS, Android, Linux, and Chrome OS environments
• RingCentral phones/system troubleshooting
• Google Workspace Account management for staff
• Inventory Management in accordance with established procedures & best practices
• Organization & cleaning of IT-managed spaces
• Support organizational events as necessary at our various locations
• Collaborates with Director of IT on assigned projects
• Staff training: development and publication of curriculum to cover internal hardware, services, policies, procedures, and best practices as necessary.
• Cybersecurity: staff awareness training development, threat investigation and remediation, and regular security patching as necessary.
• System Administration of organizational accounts and services
• Collaboration on Infrastructure design, implementation, and maintenance
• Other projects as assigned, Provides Compassionate, Excellent, and Outcomes-minded IT Support Service to FIVE18 Family Services Staff by:
• Resolving assigned tickets accurately & in a timely manner based on needed priority
• Maintaining customer service rating of 80%

• Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.
• Accuracy - Ability to perform work accurately and thoroughly.
• Communication, Oral - Ability to communicate effectively with others using the spoken word.
• Communication, Written - Ability to communicate in writing clearly and concisely.
• Customer Oriented - Ability to take care of the customers’ needs while following company procedures.
• Detail Oriented - Ability to pay attention to the minute details of a project or task.
• Ethical - Ability to demonstrate conduct conforming to a set of values and accepted standards.
• Motivation - Ability to inspire oneself and others to reach a goal and/or perform to the best of their ability.
• Organized - Possessing the trait of being organized or following a systematic method of performing a task.
• Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.
• Project Management - Ability to organize and direct a project to completion.
• Reliability - The trait of being dependable and trustworthy.
• Self Motivated - Ability to be internally inspired to perform a task to the best of one’s ability using his or her own drive or initiative.
• Tactful - Ability to show consideration for and maintain good relations with others.
• Technical Aptitude - Ability to comprehend complex technical topics and specialized information., * Associate’s Degree in Computer Science or equivalent experience
• 1-2 years of related experience
• Proficient in Windows, Mac OS, Linux, Android, iOS, MS Office, Google Workspace, iWork, basic understanding of networking concepts, including IPv4 and basic troubleshooting
• CompTIA A+, Network+, or equivalent (Preferred, but not required)

PHYSICAL DEMANDS:

Update codes for how often position requires following actions, Vision (Near, Distance, Color, Peripheral, Depth): Ability to see computer screens, with or without visual aid; physically troubleshoot hardware

Sense of Sound: Ability to hold phone conversations, hear computer error codes, etc.

Sense of Smell: Ability to smell hardware issues for burns, etc.