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About The Position
Reporting to The IT Manager at CSAAC, the IT Helpdesk Tech Tier 2 is responsible for performing routine and complex technology duties for CSAAC. Incumbents must have a dotted-line reporting relationship to the IT Manager and the Director of Infrastructure Operations for the purpose of coordinating information technology efforts for the agency and ensuring consistency of technology support provided.
Requirements
- High school diploma or equivalent.
- Minimum one (1) year of computer helpdesk related work or intern experience.
- Proficiency in Microsoft office applications.
- Customer service skills.
- Strong written and oral communication skills.
- Good organizational and coordinative ability.
- Strong interpersonal skills with the ability to exercise patience, caring and concern in new and sometimes stressful situations.
- Must be able to drive and repair issues at multiple locations including all building facilities and the residential homes.
Nice To Haves
- Associate degree in computer science, information technology or another related field preferred and or working towards.
- Working towards A+ certification.
- Previous helpdesk related experience preferred.
- Other certifications are a plus.
Responsibilities
- Provide helpdesk support for all computer users at all CSAAC facilities. Approximately 250 computers and laptops.
- Assist in managing the residential houses network, computers, telephone systems, and TV services.
- Float in and out of CSAAC’s Brookeville and Wightman Campuses 2-3 times per week for technical assistance and perform preventive maintenance on all systems.
- Serve as the first line of contact and support for CSAAC’s time clock system.
- Asset management and manage the IT inventory / bar code system.
- Remotely check all CSAAC residential computers daily.
- Complete a facility check and checklist when at the residential homes and report any issues to the Director of Infrastructure Operations.
- Assist CSAAC individuals with IT needs as needed.
- Walk users through problem-solving process.
- Install, modify, and repair computer hardware and software as needed.
- Clean up computers so they run a peak performance.
- Dust and clean up computers, monitors, and printers as needed.
- Run diagnostic programs to resolve problems.
- Install computer peripherals for users.
- Follow-up with users to ensure issue has been resolved.
- Assist with other AV needs and promethean boards.
- Assist users with cellphone and office telephone needs.
- Troubleshoot residential house smart thermostats when connections are lost and reestablish the connection.
- Manage and update CSAAC’s telephone directories.
- Assist the IT Manager with IT needs as needed.
- Assist the Director of Infrastructure Operations with other facility needs as needed.
- Be able to perform any other related duties that may be necessary and assigned.