Job Summary

The IT Support Technician’s primary role is to support the Quality and Technology Manager by providing CETRA’s internal/external clients with the best possible quality while maximizing capacity, efficiency, and flexibility for CETRA’s operations.

Essential Duties and Responsibilities

1. Collaborates with the Manager, CETRA’s MSP and other external providers to research and implement new productivity and security technologies.
2. Collaborates with the Manager, CETRA’s MSP and other external providers to upgrade and maintain productivity and security technologies.
3. Provides support as needed during the implementation of new technologies, documentation creation, process creation, and maintenance of CETRA’s language and other enterprise technologies.
4. Work with third-party providers to resolve information technology related issues.
5. Provides local and remote level I & II end-user support for software and hardware issues.
6. Provides recommendations of changes to correct recurring information technology related issues.
7. Assists in the purchasing of new hardware and software.
8. Maintains asset information for hardware and software inventory.
9. Performs other duties as directed.

Minimum Qualifications

This job requires a Bachelor’s degree (with a concentration in Information Technology) and at least two years of experience in client service, customer service or a support role, or an equivalent combination of education and experience.

Key job characteristics are excellent communication skills (written and spoken) in English as well as superior time-management, organization, problem-solving and multi-tasking. This position requires a high- energy individual who functions well in a fast-paced environment.

Required skills:

• Proficiency with Windows 10 and Windows 11.
• Proficiency with MS Office 365.
• Proficiency with tier 1 & 2 technical support.
• Proficiency with information security best practices.
• Proficiency with Regular Expressions (RegEx).
• Proficiency with XML files.
• Familiar with server and client computer environments.
• Ability to communicate well with non-IT users.

Knowledge of the following is a plus but not required:

• Translation and Interpreting tools and platforms.

Physical Demands and Working Conditions

Normal office environment. Potential to be a remote position in the local Philadelphia region.

All requirements are subject to modification to reasonably accommodate individuals with disabilities. Requirements are representative of minimum levels of knowledge, skills and experience required. To perform this job successfully, the worker must possess the abilities and aptitudes to perform each duty proficiently.

This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship. The Company retains the discretion to add duties or change the duties of this position at any time.

CETRA provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, CETRA complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

CETRA expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of CETRA’s employees to perform their job duties may result in discipline up to and including discharge.