IT Service Technician
Company: Communities Unlimited, Inc.
Location: Fayetteville
Posted on: October 12, 2024
Job Description:
Communities Unlimited, Inc.
Position: Information Technology Support SpecialistImmediate
Supervisor: Microsoft 365 SharePoint/Teams AdministratorDivision:
Program SupportLocation: Fayetteville, ARFLSA Classification:
ExemptSUMMARY OF POSITIONTo enjoy working at CU, you need to care
about staff being able to effectively use the technology resources
provided to support their work. We are looking for an Information
Technology Support Specialist to provide virtual and local user
support covering a wide range of potential issues in an efficient,
accurate, and customer service-oriented manner. CU staff work
across 7 states, with the majority in single-person home offices,
and have a wide range of computer literacy. The CU staff are
typically very passionate about making a difference in the
communities and clients they serve, and Program Support Services
(the division that includes IT) is committed to courteous,
responsive, and effective IT service in support of this mission. We
are a nonprofit organization that has existed for over 4 decades.
When necessary, we work nights and weekends - however, this is not
our norm and we believe family and individual health are important.
Our culture is one of looking out for each other and working
collaboratively to find solutions to challenges. The person filling
this position is the IT help desk's front line, and you will solve
basic technical problems involving peripherals, Windows, CU backup
software, Office Suite, Microsoft 365 Cloud resources (e.g.
OneDrive), etc. and provide support for all staff in the
organization. This position also covers planning and delivery of
staff support services including installation, consultation,
troubleshooting, user assistance, and training. Functions may
include diagnosing and resolving problems in response to staff
reported incidents; tracking and reporting trends and patterns of
problems, as well as recommendations for remediation; maintaining
problem tracking databases, installing, troubleshooting, and
maintaining hardware and software; performing backup and recovery
operations; ensuring the rigorous application of information
security/information assurance policies, principles, and practices;
collaborating with various members of the organization including
senior leadership team members and mid-level managers to evaluate
needs and develop recommendations for new/improved solutions in
collaboration with IT staff. The position is located in the
Fayetteville, Arkansas office and reports to the Microsoft 365
SharePoint/Teams Administrator.Occasional overnight travel may be
required. POSITION REQUIREMENTSTo satisfy the basic requirements
for the position, applicants must meet all requirements of Option A
- OR - Option B below.EDUCATION/QUALIFICATIONSOption A:
- 6+ years of combined IT Support experience in Microsoft
environment
- 2+ year(s) experience providing Help Desk support to end users
(Provide example of common Help Desk issue you addressed.)
- Experience supporting or managing a small office LAN. (Describe
environment.)
- Prior successful experience with CU IT may be preferred.
- Prior successful experience in a nonprofit internal customer
service-oriented role may be preferred.
- Other experience that may be a plus includes:
- Experience with Python coding
- Experience with SQL server maintenance
- Experience with Microsoft 365 Azure, Teams, OneNote, SharePoint
and/or Power Automate
- User hardware (Windows-based laptops/CPUs, IOS mobile devices)
setup and training Option B:
- Associate degree
- 4+ years of combined IT support experience in a Microsoft
environment.
- 3+ years of experience providing Help Desk support including
via remote tools.
- 2+ years of experience developing and facilitating
training.
- Prior successful experience with CU IT may be preferred.
- Prior successful experience in a nonprofit internal customer
service-oriented role may be preferred.
- Other experience that may be a plus includes:
- Experience with Python coding
- Experience with SQL server maintenance
- Experience with Microsoft 365 Azure, Teams, OneNote, SharePoint
and/or Power Automate
- User hardware (Windows-based laptops/CPUs, IOS mobile devices)
setup and training
GENERAL RESPONSIBILITIESPerforms administrative and technical
procedures on information systems and maintains documentation that
covers multiple functional areas.Perform administrative and
technical procedures on information system and maintains
documentation that covers multiple functional areas. Train existing
staff and new hires through in person, phone/video call or via
posted documentation for individuals, groups, and companywide.
Excellent time management skills with a proven ability to meet
deadlines is required. This person must possess aptitude and desire
to independently learn, research solutions, and solve business
problems with technology. Infrastructure
- Provide support to staff in the following areas: setup users as
needed; implement and configure new systems; security testing;
software installation; upgrade management and testing; install new
features and products; coordinate and perform regular systems
updates; install software releases; and resolve system issues.
- Moving, change, setup computer desktop and laptop
workstations.
- Manage inventory including accountability for equipment in
excess of $10,000 in value;
- Manage hardware replacement schedules and MDM operations,
assisting with the planning for annual technology budgets
- Proficient in PC software and hardware system support,
peripherals, Internet, cyber security, and network technology
Applications
- Support systems including, but are not limited to; Office 365
applications, Microsoft Windows, Apple iOS, LMS365, Zoom, Adobe,
Malwarebytes, ESET, ZIX &, Code42
- Maintains a thorough working knowledge of systems and
applications related to day-to-day business operations
- Advanced aptitude for working with applications/systems to
undertake analysis, diagnosis, and resolution of staff issues,
which may range from straightforward to more complicated technical
issues.
- Security technologies including - Web filtering, Email Spam and
Malware Filtering, Multi-factor authentication, and anti-virus.
User Success
- Act as the first point of contact for help desk requests
- Troubleshoot software and hardware issues. Escalate any
hardware or software issues to ensure rapid resolution.
- Train staff using documentation (Tech Tips), video meetings
(Tech Talks), courses (LMS365), and in person (New Hire
Orientation).
- Notify all staff or appropriate personnel of any software or
application issues, changes, and maintenance windows.
- Update and resolve system requests/tickets ensuring timely
resolution of issues as outlined by Operational Service Level
Agreements.
- Ability to effectively communicate verbally and in writing,
while providing a high level of customer service
- Identify opportunities for improvement and make constructive
suggestions for change
- Assist in the development of appropriate technology solutions
for information delivery and/or learning environmentsPHYSICAL
DEMANDS/ WORK ENVIRONMENTThe physical demands described here are
representative of those that an employee must meet to perform the
essential functions of this job successfully. Reasonable
accommodations may be made to enable individuals with disabilities
to perform the essential functions.
- Normal office environment with regular computer and smartphone
use.
- Ability to lift, push or pull up to 45 pounds. (e.g. rack
server).
- Ability to communicate verbally and via text message via phone
to provide end user training and support.
- Ability to communicate verbally via video conference tools,
etc. to provide end user training and support.Tools Used in
JobProficient use of computer, internet, smart phone, web-based
databases for data-entry, Microsoft Office suite including Outlook,
Word, Excel and PowerPoint is required. Use of additional software
for project related activities may be required. Work EnvironmentThe
work environment characteristics described above are representative
of those an employee encounters while performing the essential
functions of this job. Reasonable accommodations may be made to
enable individuals with disabilities to perform essential job
functions.
PId474eb30afbf-37248-35780196
Keywords: Communities Unlimited, Inc., Fayetteville , IT Service Technician, Professions , Fayetteville, Arkansas
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