POSITION TITLE: IT Level 1 Support Technician
LOCATION: 393 Main St., Greenfield, MA/Remote Work from Home
SUPERVISOR: Director of Information Technology
Responsible for the installation and support of information technology for staff throughout the agency. This includes assisting employees with the maintenance and use of IT systems. Employee should display excellent technical problem solving skills, a solid understanding of Windows operating systems, servers, and software and an understanding of LAN/WAN networking, computer hardware, printers, and other devices
- Handle level 1 help desk requests through tickets or phone; follow up on outstanding requests and ensure a timely resolution.
- Implement, install, configure, monitor, and troubleshoot existing and new workstations, printers, copiers, networking equipment, phones, and servers at agency sites throughout the service area.
- Create and manage accounts for end users, including Active Directory, Linux (phone server), Microsoft 365, SharePoint Online, Outlook, and other systems that may be implemented over time.
- Responsible for integration and support of user computers, including desktops and laptops, with Microsoft Windows server OS, installed software and Active Directory; assist with defining system and operational policies and procedures.
- Maintain IT inventory to include all assets, as assigned to various users, site locations and programs.
- Secure systems by developing and maintaining system access monitoring, control and evaluation; assist with establishing and testing disaster recovery policies and procedures; completing and verifying back-ups; maintaining documentation.
- Upgrade systems by conferring with vendors and services; developing, testing, evaluating, and installing enhancements and new software.
- Maintain, configure, and upgrade Agency voice communications systems (VOIP).
- Maintain job knowledge by participating in educational opportunities; reading professional publications; participating in professional organizations.
- Accomplish Agency goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to work and the work of others.
- When schedule requires remote work, expected to be available for meetings, calls, responding to emails, and conducting regular duties.
- Required to travel regularly throughout the agency service area, to all Community Action sites and service locations, and occasionally out of the service area.
- Maintain strictest confidentiality.
- Comply with agency and funders’ paperwork requirements and procedures.
- Attend regularly scheduled supervision meetings, staff meetings, mandatory agency trainings and other relevant trainings.
- Perform other duties assigned by the Director of Information Technology and others, as needed.
This does not cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may be adjusted to meet the operational needs of the agency.
- Associate’s degree required.
- One year of experience in Information Technology.
- Previous hands on IT experience in a help desk or customer support role.
- Additional appropriate education or experience may be substituted for the experience or education requirements stated above.
- Extensive knowledge of Windows, Office applications, & Office 365
- Proficiency in troubleshooting and problem solving.
- Ability to follow directions thoroughly and accurately.
- Strong customer service skills.
- Ability to communicate technical information, both verbal and written, to a wide range of end-users.
- Ability to maintain strong attention to detail even while multi-tasking.
- Possess an aptitude for technology.
- Ability to work independently and as an effective team member.
- Possess initiative, resourcefulness and common sense.
- Sensitivity to cultural and socioeconomic diversity and the needs of individuals with low incomes.
- Possess valid driver’s license
PHYSICAL DEMANDS AND WORKING CONDITIONS:
The physical demands and work environment described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Requires sitting for long periods of time.
- Working in office environment.
- Some bending and stretching required.
- Extensive use of telephone required.
- Manual dexterity required for use of calculator and computer keyboard.
- Must be able to lift from 20 – 30 lbs.
- Specific vision abilities required by this job include vision, color vision and the ability to adjust focus.
- The work environment includes indoor office environments or comparable spaces, and community spaces, with occasional exposure to outdoor weather when traveling to outreach or meeting sites. The noise level varies by site.
Employment is contingent upon successful completion of Criminal Offender Record check (C.O.R.I.) and evidence of a good driving record and ability to be covered under Community Action’s non-owned and hired vehicle policy.