IT HELP DESK TECHNICIAN AND FIELD SUPPORT TECHNICIAN

Job Description

Responsibilities include providing onsite technical support to staff regarding the company’s client management applications, desktop computers, laptops, terminals, printers, copiers, fax machines, scanners, time clocks, presentation systems, portable package systems, data, voice, and wireless communication equipment and services. It also involves liaising with technical vendors and staff and maintaining the company’s technical hardware inventory and system documentation.

Scope of Duties:

1. Ensure compliance with Volunteers of America Delaware Valley's Administrative and Information Technology Department Policies and Procedures.
2. Serve as a liaison between technical vendors and staff to deliver timely resolution of open support issues by documenting, tracking, and monitoring technical support problems utilizing internal tracking software and the IT Helpdesk support log.
3. Provide onsite technical support to end users on a variety of technical issues unsupported by the IT Helpdesk, including installing end-user equipment, performing routine tasks to maintain computer equipment and peripherals, and training staff on the use and maintenance of voice communication hardware and software systems, including voicemail resets, extension management, and automated attendant updates.
4. Maintain user account information, including rights, security, and systems groups to protect data from unauthorized users and resolve system security violations.
5. Support, monitor, test, and troubleshoot hardware and software problems on the company computers, laptops, terminals, printers, copiers, fax machines, scanners, SecurManage and SecurScan client management applications, data, voice, and wireless communication systems, and time clock systems, ensuring the equipment, service lines, and software are operating properly.
6. Maintain agency presentation systems located in the Administration building boardroom and training room, portable system packages, including laptops, projectors, and wireless network cards used by staff when traveling. Maintain technical system documentation for wiring plans, voice and data communications equipment, network printer settings, and scanning systems procedures. Maintain company-wide technical hardware inventory, including a small stock of replacement equipment such as network equipment, terminals, monitors, cables, keyboards, and mice.
7. Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
8. Install anti-virus software and ensure systems are adequately protected.
9. Perform preventative maintenance, including checking and cleaning workstations, printers, and peripherals.
10. Test fixes to ensure problems have been adequately resolved.
11. Perform post-resolution follow-ups to help requests.
12. Develop help sheets and frequently asked questions lists for end-users.
13. Inventory IT-related equipment throughout the agency.
14. Perform routine scheduled maintenance at agency computer labs as directed.
15. Audit applications (removing or updating profiles).
16. Maintain an organized IT office.
17. Recycle unusable equipment.
18. Interact with all clients, staff, and outside contacts respectfully and courteously.
19. Maintain client and staff confidentiality in compliance with administrative policies and procedures.
20. Attend and participate in regularly scheduled staff meetings, supervisory conferences, and training sessions.
21. Other duties as assigned by the IT Director.

Salary range: $45,000 - $60,000 based on experience.