INFORMATION TECHNOLOGY AIDE

The IT Technical Aid provides day-to-day technical support to users and assists IT staff with routine hardware, software, account, and system-related needs. This position is responsible for troubleshooting basic technical issues, managing support tickets, assisting with user accounts and file transfers, supporting printers and computer equipment, and escalating more complex issues when necessary., * Provide first-level technical support for hardware, software, account access, and general IT issues.

• Log, route, update, track, and close support tickets while maintaining accurate documentation.

• Troubleshoot desktop computers, printers, cabling, software, and other IT equipment.

• Assist with user account administration and access-related requests.

• Provide technical support to users by phone and email.

• Assist with secure file transfers, including requesting SFTP accounts and moving and verifying files.

• Perform routine system testing and production support activities.

• Review and validate user manuals, procedures, and other technical documentation.

• Support and troubleshoot standard office printers and high-speed commercial printers.

• Assist with the installation, configuration, maintenance, and troubleshooting of PCs and other IT hardware.

• Protect private and sensitive information while handling user accounts, files, and support requests.

• Manage recurring, deadline-driven tasks and maintain accurate reports and documentation.

• Work closely with developers, managers, and other IT teams to resolve technical issues.

• Escalate high-priority or complex issues according to established procedures.

• Strong customer service and communication skills

• Hardware and software troubleshooting experience

• IT service desk or application support experience

• Ticket management and documentation

• User account administration

• First-level/Tier 1 technical support experience

• Telephone and email technical support

• Secure data handling

• SFTP/file transfer knowledge

• Strong problem-solving and organizational skills

• Ability to work effectively with technical and non-technical teams

Required Experience

• 2 years of specialized clerical or support experience within an information systems/IT environment, including experience with desktop software installation and/or operating high-speed commercial printers.

• At least 1 year of experience within the last 5 years in 2 or more of the following:

• User account administration

• IT service desk or application support

• Secure file transfer (SFTP)

Education

• High school diploma or equivalent required.