IT Technician

ABSTRACT OF THE POSITION:

The IT Technician provides essential Help Desk and technical support for Sunrise Children’s Foundation (SCF), ensuring staff can effectively use technology to perform their work. This role focuses on Tier I and Tier II support, assisting with troubleshooting, installations, account access, and device setup. The IT Technician works closely with the Lead IT Technician and IT management to maintain equipment, software, and security systems across multiple SCF sites while developing technical documentation and supporting users through training and responsive service.

RESPONSIBILITIES/DUTIES (including but not limited to):

• Serve as the first point of contact for employees seeking technical assistance in person, by phone, email, or through remote support software
• Manage and resolve tickets through the organization’s cloud-based ticketing system (E-WorkOrders).
• Diagnose and resolve Tier I and Tier II issues, including account access, printing, email, network connectivity, and application errors.
• Assist with installing, configuring, and maintaining desktops, laptops, tablets, and peripheral devices.
• Support setup and troubleshooting of workstations, printers, and other peripherals connected to local or cloud-based networks
• Assist with installing, configuring, and maintaining desktops, laptops, tablets, and peripheral devices.
• Monitor and report security alerts, phishing attempts, or device vulnerabilities to the Lead IT Technician.
• Maintain proper documentation of passwords, access credentials, and IT asset changes in accordance with SCF policies.
• Assist in preparing IT documentation, user guides, and standard operating procedures as directed.
• Maintain accurate inventory of IT assets, including computers, tablets, peripherals, and accessories.
• Assist with basic training for users on software, hardware, and IT best practices.
• Collaborate with the Lead IT Technician and department leadership to ensure consistent service delivery.
• Provide on-site and remote assistance across all SCF locations as needed (Las Vegas, Henderson, North Las Vegas, etc.).
• Work with other departments during organizational and fundraising events as directed.
• Perform other duties as assigned by the Lead IT Technician or IT & Facilities Director.
• Executing IT Support Technician responsibilities, including but not limited to setup and troubleshooting standard and non-standard computer software (IBM Security MaaS360, RemoteGhost, Office, Google Chrome, Adobe Reader, ChildPlus, NuancePDF, etc.).

PHYSICAL REQUIREMENTS & WORKING CONDITIONS:

• Requires sustained attention to detail and the ability to sit for extended periods of time.
• Involves occasional standing, walking, squatting, or reaching.
• Requires manual dexterity and the ability to lift or move objects up to 50 pounds.
• Involves driving personal or company vehicles, navigating office/classroom/clinic environments, and effective communication skills.
• Reasonable accommodations may be made available to qualifying employees to enable individuals with disabilities to perform the essential functions of their job.

• Education & Work Experience
  • High school diploma or equivalent is required.
  • 6 months of IT support or related technical experience required.

• Preferred
  • Bilingual (English- Spanish) speaking and writing skills preferred.
  • 1 - 2 years of IT support work experience is preferred.
  • Coursework or certification in IT, Information Systems, or a related field is preferred.
  • Experience in non-profit or multi-site organizations is preferred.
  • A valid Driver's License & clean driving record must be maintained throughout the duration of employment with SCF.

• Skills & Abilities
  • Maintain a positive attitude towards others and interact tactfully and discreetly.
  • Knowledge of Microsoft Windows 10/11, Microsoft 365, and Active Directory user management.
  • Familiarity with Intune device management, basic networking, and endpoint security concepts.
  • Competence in installing and troubleshooting hardware, software, and peripherals.
  • Basic understanding of networking (TCP/IP, DNS, DHCP, VPNs).
  • Experience with ticketing systems, such as E-WorkOrders or similar platforms.
  • Strong troubleshooting and communication skills.

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Supplementary Benefits
• Employer Paid Life Insurance
• Employer Paid Short-term and Long-term Disability
• PTO with Accrual Starting at Hire
• 401(k) with a match
• COVID Paid Sick Leave
• 10 Paid Holidays
• Hardship Assistance Fund
• Employee Assistance Program (EAP)
• Wellness Programs