IT Help Desk Tech Tier 2

POSITION SUMMARY 

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.    

QUALIFICATIONS 

Education: High school diploma or equivalent.  Associate degree in computer science, information technology or another related field preferred and or working towards. 

Experience:  Minimum one (1) year of computer helpdesk related work or intern experience, as well as proficiency in Microsoft office applications and customer service skills.  

Skills: Working towards A certification and previous helpdesk related experience     preferred. Other certifications are a plus. Also, must possess strong written and oral communication skills, as well as good organizational and coordinative ability. Must possess and demonstrate 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.                                                                           

ESSENTIAL FUNCTIONS 

• 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. 

PHYSICAL REQUIREMENTS 

While performing the duties of this job, the employee is regularly required to talk, hear, and use hands to finger, handle or feel objects, tools, or controls. Specific vision abilities required by this job include close vision.    

This position requires frequent standing, walking, bending, kneeling and stooping. The employee must frequently lift and/or move items over 20 pounds. 

The above statements are intended to describe the general nature and level of work being performed by persons assigned to this position or individuals within this classification. They are not intended to be an exhaustive list of all associated responsibilities, skills, efforts or working conditions. CSAAC reserves the right to change, amend, add, delete and otherwise assign any and all duties, responsibilities and position titles as it deems necessary to meet the needs of the business.