DEPARTMENT: Administration

SUPERVISOR: Director, Technology

GENERAL JOB DESCRIPTION

The IT Support Technician is primarily responsible for assisting staff with IT questions and troubleshooting and resolving IT issues via email, phone or in-person. Additionally, the IT Support Technician will participate in routine scheduled upgrades and deployment of equipment. The IT Support Technician will work directly with the IT Systems Administrator and Director of Technology to maintain the agencies IT infrastructure.

QUALIFICATIONS

• Associate’s degree in information systems or related field preferred. A minimum of 1-2 years related experience.
• Interpersonal skills sufficient to effectively communicate complex and/or technical information to agency staff and outside vendors in person, over the phone, or in writing.
• Knowledge of and ability to manage computers, networks, printers and various software within a primarily Windows and Office 365 based IT environment.
• Ability to travel between various agency locations to properly manage systems at multiple locations.
• Ability to share after-hours remote “on call” support responsibility with other IT staff.
• Must be able to take direction from supervisor and work both independently and within a small team.
• Ability to multi-task multiple short-term and long-term tasks.
• Ability to prioritize tasks based on importance and remain flexible to address unexpected or critical needs.
• Ability to transport computer equipment and supplies with weights averaging 50 pounds.

DUTIES AND RESPONSIBILITIES

• Troubleshoot and support end user devices, including desktop computers, laptop computers, smart phones, tablets, office phones, monitors, smart TV’s, projectors, printers, scanners, copy machines, fax machines, mobile internet hot spots, and time clocks.
• Respond and complete IT support requests from staff via phone, email, screen sharing, and in-person across 4 main office locations (in Southfield, Waterford and Detroit), 4 smaller remote worksite locations (in Warren and Detroit) and occasionally at 15 - 20 group homes (in Southfield, Farmington Hills and West Bloomfield).
• Document, track, and maintain IT support requests in helpdesk ticketing system.
• Assist staff with general computer usage such as logging into systems, using printers/scanners/smart TV’s/projectors, locating information and data, and using various software.
• Setup and deploy desktops, laptops, office phones, smartphones, tablets and other equipment.
• Perform routine updates and maintenance on IT infrastructure.
• Pro-active monitoring of data backup and security.
• Manage user accounts in various systems including Active Directory and Office 365.
• Manage permissions on various systems including Windows file servers and office 365 SharePoint.
• Assist with development of training materials related to IT functions.
• Help educate and remind staff of good practices around data security and privacy.
• Collaborate with Facilities Department on support of security systems and camera systems.
• Occasionally work with outside vendors related to IT software, hardware, or services.

WORKING CONDITIONS

Environmental conditions:

• Moderate noise (i.e., business office with computers, phone, and printers, light traffic).
• Ability to work in a confined area.
• Ability to sit at a computer terminal for an extended period.

Physical requirements:

• While performing the duties of this job, the employee is regularly required to, stand, sit; talk, hear, and use hands and fingers to operate a computer and telephone keyboard, reach, stoop, kneel to install computer equipment.
• Specific vision abilities required by this job include close vision requirements due to computer work.
• Light to moderate lifting in required.

Accommodation(s):

As appropriate and fiscally reasonable.

NON-EXEMPT

This position is non-exempt and eligible for overtime pay in accordance with the Federal Fair Labor Standards Act.