Information Systems Desktop Technician

JOB DESCRIPTION

OFFICE OF THE EXECUTIVE DIRECTOR

INFORMATION SYSTEMS DESKTOP TECHNICIAN (Part-Time)

Starting salary commensurate with experience.

GENERAL STATEMENT OF DUTIES:

Under the supervision of the Information Systems Manager, the Information Systems Desktop Technician (Part-Time) provides entry-level technical assistance and support to end-users for computer systems, hardware, and software issues. Core responsibilities include helpdesk support via Kaseya BMS, hardware setup and imaging, remote monitoring via Kaseya VSA9, basic network troubleshooting, AV/peripheral support, and end-user support for Emphasys Elite housing management software. This position is scheduled for twenty to thirty (20–30) hours per week with occasional weekend on-call availability.  

EXAMPLES OF WORK: (Illustrative Only)

• Monitor, triage, and resolve helpdesk requests in Kaseya BMS within established SLAs; keep end-users informed of ticket status throughout the resolution process.
• Set up, image, configure, and maintain desktop and laptop computers for new and existing staff in accordance with Authority standards.
• Utilize Kaseya VSA9 (RMM) for remote support, patch deployment, endpoint monitoring, and system maintenance under the direction of the Information Systems Manager.
• Perform basic LAN/WAN troubleshooting; escalate complex issues to the Information Systems Manager with supporting documentation.
• Assist with user account creation, moves/adds/changes, and access management in Active Directory and Microsoft 365 under supervisor direction.
• Provide end-user support, troubleshooting, and training for Emphasys Elite and other agency-specific applications.
• Troubleshoot and maintain desktops, laptops, mobile devices, printers, and peripherals on-site and remotely; coordinate with vendors for hardware resolution as directed.
• Support AV equipment in conference rooms and common areas including setup, testing, and event assistance.
• Maintain accurate IT asset inventory; log all system updates, service records, and technical documentation in Kaseya BMS.
• Create end-user training materials, SOPs, and knowledge base articles to support IT continuity and self-service.
• Train incoming staff on internal technologies and the Kaseya BMS self-service portal.
• Provide on-call support during designated weekend rotations; document all on-call activities upon return to regular schedule.
• Support HUD electronic submission compliance and assist with the Authority’s website as directed.
• Job duties, responsibilities, specifications, and other job aspects may be changed as needed; performs other duties as assigned.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES 

• Proficiency in Windows 10/11, Microsoft Office 365, and standard desktop support tools and procedures.
• Working knowledge of, or willingness to learn, Kaseya BMS (ticketing) and Kaseya VSA9 (RMM) platforms.
• Basic hardware troubleshooting, imaging, and break-fix repair skills; familiarity with desktop deployment procedures.
• Basic understanding of LAN/WAN concepts, IP addressing, and connectivity troubleshooting.
• Familiarity with Active Directory user administration and Microsoft 365 environment management.
• Ability to learn and support Emphasys Elite housing management software and other agency applications.
• Ability to provide remote technical support using RMM and remote access tools.
• Ability to maintain IT asset inventory records with accuracy and attention to detail.
• Strong customer-focused communication skills; ability to explain technical concepts clearly to non-technical users.
• Ability to prioritize tasks, meet SLAs, and maintain customer satisfaction under general supervision.
• Discretion and confidentiality in handling sensitive organizational data and systems.

SPECIAL REQUIREMENTS:

• Available to work 20–30 hours per week during standard business hours with occasional after-hours availability.
• Available for designated weekend on-call rotations for critical IT issues and emergencies.
• Dependable, detail-oriented, and able to manage multiple tasks simultaneously.
• Effective interpersonal skills; able to work courteously with staff, vendors, and agency contacts at all levels.
• Able to work independently under general supervision with sound judgment and appropriate escalation habits.
• Accessible by phone or other means during emergencies.
• Promotes a positive image of the Authority in all professional interactions. 

PHYSICAL REQUIREMENTS:

• Sufficient manual dexterity to operate computers, keyboards, and standard office equipment.
• Ability to stoop, kneel, bend, lift, reach, pull, or push equipment weighing up to 50 pounds without assistance.
• Ability to physically access all Authority facilities and development sites, including in inclement weather.
• Must possess and maintain a valid Virginia Driver’s License and be insurable under the Authority’s automobile insurance carrier throughout employment.

ACCEPTABLE EXPERIENCE AND TRAINING:

Any combination of education and experience equivalent to current enrollment in or graduation from an accredited college, university, or technical school in Information Technology, Computer Science, Network Administration, or a related field. A minimum of one (1) year of experience in Windows OS, Microsoft Office, LAN, PC, and end-user support is preferred. Familiarity with Kaseya BMS, Kaseya VSA9, or Emphasys Elite is a plus. CompTIA A , Network , MCP, or Microsoft 365 certifications are not required but are considered an asset.