Information Support Technician

Company: Villa of Hope
Location: Rochester
Posted on: November 25, 2022

Job Description:

NON SUPERVISORY

*JOB TITLE: *IT Support Technician

*DEPARTMENT/PROGRAM: *Information Technology

*SUPERVISOR: *IT Manager

*FLSA STATUS: Non-Exempt*

*GRADE: 76*

JOB SUMMARY:

Working under the direction of the IT Manager and in conjunction with IT staff to provide hardware and software technical support for end users. Carries out all job responsibilities with fidelity and accountability to the Agency's Mission, Vision, Values, Guiding Principles and Strategic Plan.

*ESSENTIAL FUNCTIONS: *

- Install, diagnose, configure, repair, deploy, relocate, maintain and upgrade all computer hardware and accessories (end-user equipment) as well as software (end-user applications and operating systems).

- Provide timely technical support to all staff, in person, by telephone, or via email.

- Maintaining updated ticket status, documenting progress on all issues using agency's helpdesk ticketing system.

- Manage the inventory and audit process of all IT assets, maintaining asset records and life-cycles.

- Ensure secure practices of company software, hardware, and network.

- In collaboration with the IT Team, assist in the creation and maintenance of end-user documentation, support procedures and knowledgebase articles.

- In collaboration with the IT Team, participate in the delivery of training sessions to staff.

- Demonstrates, promotes and practices cultural competency toward clients and staff through respect and understanding achieved through training and Agency cultural activities.

*POSITION SPECIFICS: *

*Education: *Minimum AA Degree in IT or related field, or equivalent experience.

*Experience: *1 year of tech support hands-on experience

*Skills: *

- Strong understanding and proficiency in Microsoft Office applications and Microsoft Windows 10 operating systems, including installation, configuration, and troubleshooting.

- Strong troubleshooting and diagnostic skills.

- Detail-oriented, organized, self-motivated, able to quickly adjust priorities and address multiple issues at a time.

- Ability to work as a team player.

- Effective interpersonal skills for interaction with all levels of staff.

- Strong communication skills (both oral and written), with proficient typing skills.

- Other responsibilities as determined by IT Manager

*Physical Demands: *

- _Ability to lift and move equipment up to 50 lbs._

- _Ability to sit for extended periods of time._

- _Ability to use a computer and look at computer screens for extended periods of time._

*Other: *Valid NYS Driver's License

*Travel: *Local travel to our sites.

*COMPETENCIES: *

*Leading Self*

- *Character and Courage (Integrity and Trust)*-

o Do the right thing, because it is the right thing, even when no one is looking. Truth to Power.

- *Customer Focus*

o Build positive relationships through communication and collaborative problem solving.

- *Commitment to Diversity, Inclusion, Justice and Equity*

o Believe in the dignity and humanity of all people to reach their full potential.

Job Type: Full-time

Benefits:
* 401(k)
* Dental insurance
* Health insurance
* Paid time off
* Vision insurance

Ability to commute/relocate:
* Rochester, NY 14616: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location%58047475%

Keywords: Villa of Hope, Rochester , Information Support Technician, Professions , Rochester, New York