Description

 We are seeking a service-oriented and self-motivated professional to join our IT Department. In this role, you will work on maintaining and monitoring the computer systems, phones, and networks for our nonprofit. You will be tasked with solving complex technical issues, assisting with projects, and collaborating with team members across all departments in order to assist them with their technological needs. If you are the right fit and have the right foundational knowledge-base, we are wiling to train where needed. Employee Benefits Competitive Salary, Employer Subsidized Health Insurance for Employee and Family, Employer Matching 401 (k) plan (after 1 year), Employer Subsidized Dental Plan and Vision Plan, Paid life insurance, Employer Paid Training, 136 Hours Paid Time Off (PTO) Per Year 

 Selected by the Tucson Metro Chamber of Commerce as the best non-profit for Workforce Development in 2019, and Outstanding Non-profit in 2014. 

 1. Field incoming help requests from end users via both telephone, emails, and forms in a courteous and professional manner. 

 2. Promptly respond to support request as per the SLA.

 3. Manage and prioritize items in the ticket queue and address high-priority tickets. 

 4. Manage the support ticket queue and address submitted support tickets in a timely manner, following the chain of escalation when it is appropriate. 

 5. Travel to any of our locations in order to audit, assess, and secure equipment. 

 6. Travel to any of our locations in order to troubleshoot equipment, deploy equipment, complete maintenance, and assist users by resolving problems and by providing education.

 7. Assist with onboarding and offboarding procedures, as well as replace end-user equipment when necessary. 

 8. Assist staff with common issues including, but not limited to, password/login problems, printer troubleshooting, email assistance, and file access from servers. 

 9. Support the development and implementation of new and ongoing projects in order to help the department meet goals as well as foster your own growth and development in this field. 

10. Recommend, schedule, and perform PC, hardware, and peripheral equipment improvements, upgrades, and repairs. 11.Manage, maintain, support, and secure the department’s inventory and assist with equipment and software purchase decisions. 

12. Install software, deploy, and maintain hardware including phones, network equipment, computers, and components/accessories. 

13. Troubleshoot issues across various platforms ranging from cellphones, computers, servers, and cloud platforms. 

14. Monitor for compliance on devices according to policy and educate end-users on safe practices. 

15. Follow assigned roles and responsibilities based on rotation. 

16. Complete assigned training to promote and development of skills, attend weekly meeting and one on one discussions, and stay current with new/updates related to IT. 

 17.And other duties as assigned. 

Requirements

 A working knowledge and expertise with various software, hardware, and applications such as Windows 10, Desktops and Laptops, iPhones, Windows Server, RMM / Remote Tools, or Ticketing Systems (ConnectWise, Kaseya, etc.). A willingness to solve complex issues and see that projects are completed. Knowledge of computers, networks, and remote troubleshooting techniques. Fundamental comprehension of network concept including, but not limited to, TCP/IP, OSI Model, DNS, and DHCP. Familiarity with automated imaging platforms such as FOG, MDT, and/or SmartDeploy the expedient deployment of desktops and laptops. The ability to analyze computer hardware and software issues. Excellent problem solving and analytical skills. The ability to manage time effectively when dealing with multiple priorities. The ability to effectively communicate in both verbal and written formats. Proficiency with the applications included in the Microsoft Office 356 suite (Word, Excel, PowerPoint, etc.) and Windows Server 2012 R2, 2016, 2019, and 2022. Proficiency with MSOffice 365 Admin, Windows 10, Active Directory (AD), Azure AD, Exchange Online, SharePoint, and Windows file structure and NTFS permissions. Excellent customer service skills. Be a strong team player who is willing to seek help or guidance when confronted with an issue they are unfamiliar with. Familiarity with or interest in cloud platform utilizing SaaS. The ability to lift 25 lbs. The ability and willingness to work a flexible schedule, which can include, but is not limited to, overnights, weekdays, and weekends. A personal vehicle for use on agency business with proof of insurance. Certifications are preferred, but not required. 1 years of recent, relevant experience in a technical support role required. Bilingual, bicultural and/or veteran a plus. 

 Employment References, drug screen and background check is conducted pre-employment.