This role is responsible for delivering responsive, high-quality technical support to faculty ensuring reliable operation of end-user systems and a positive support experience. The ideal candidate brings strong technical skills, a proactive service mindset, and prior experience working in nonprofit or mission-driven environments serving vulnerable populations, including affordable housing, mental health, or substance use disorder (SUD) with the ability to operate professionally, empathetically, and discreetly.

Essential Duties:

• Deliver first-tier technical support to users both on-site and via telephone, consistently demonstrating professionalism, technical competency, and a customer-first mindset while providing exceptional service.
• Ensure prompt response, effective troubleshooting, and complete follow-through on all support requests, maintaining ownership from initial contact through resolution.
• Maintain accurate, timely, and detailed ticket updates and track documentation to support transparency, reporting, and knowledge sharing.
• Diagnose and resolve network connectivity issues using a structured troubleshooting methodology to identify root causes and implement sustainable solutions.
• Administer and maintain PC-based applications, including antivirus platforms and department-specific systems, ensuring reliability, compliance, and security.
• Maintain accurate inventory of all hardware, software, and warranties, ensuring accountability, audit readiness, and effective asset lifecycle management.
• Develop, document, and continuously enhance IT support processes and standard operating procedures to improve service delivery and operational efficiency.
• Produce and deliver structured weekly reporting on ticket volume, trends, resolution timelines, and outstanding issues.
• Safeguard the confidentiality of all systems and data in alignment with organizational policies and regulatory expectations.
• Perform additional responsibilities as assigned, demonstrating adaptability and a proactive, solution-oriented approach.
• Respond to help desk requests with urgency, accountability, and a strong sense of ownership, minimizing resolution time and user disruption.
• Provide comprehensive support for endpoints, including desktops, laptops, mobile devices, and peripheral equipment.
• Execute new hire onboarding by provisioning, configuring, and deploying technology to ensure a seamless day-one experience.
• Manage the user access lifecycle (provisioning, modifying, and deactivating accounts) with accuracy and in accordance with security protocols.
• Perform structured onboarding and offboarding processes, ensuring proper access control and asset tracking.
• Troubleshoot and resolve connectivity issues in all wireless environments.
• Support organizational collaboration and productivity platforms, including Microsoft Teams, SharePoint, and Microsoft 365.

Education and Experience:

Required:

• Bachelor's degree in information technology, Computer Science, or related field, or relevant industry certifications (CompTIA A+, Network+, or equivalent).
• Demonstrated work experience in a nonprofit or mission-driven setting supporting vulnerable populations, including affordable housing, mental health, substance use disorder (SUD), or similar community-based services, is strongly preferred.
• Minimum of two years of experience in an IT support or call center environment, with a demonstrated track record of effective problem resolution and customer support.
• Proven experience supporting Windows, iOS, or other standard operating systems, including system setup, configuration, and troubleshooting.
• Applicable knowledge of network protocols, configuration, troubleshooting, and managing network equipment.
• Experience with virtualization technologies (e.g., VMware, Hyper-V), including virtual machine creation and management.
• Highly developed interpersonal, communication, and customer engagement skills, with strong listening and follow-up capabilities.
• Valid driver's license and willingness to support on-site needs as required.

ADA Information:

Physical Requirements:

• Occasionally adjusts or moves objects up to 50lbs. in all directions.
• Constantly remains in a stationary position, often standing or sitting for prolonged periods.
• Repeats motions that may include the wrists, hands, and/or fingers.
• Constantly moves from one work yard to another daily.
• Frequently walks on hard or uneven surfaces.
• Required to communicate verbally and in written form.
• Uses all types of vision, such as close vision, distance vision, color vision, peripheral vision, and depth perception, to complete daily tasks.
• Assesses the accuracy, neatness, and thoroughness of the work assigned.
• Occasionally required to climb, bend, stretch, reach, or stoop.
• Required to wear comfortable and location-appropriate clothing and shoes.

Mental Demands:

• Ability to change directions as priorities shift.
• Ability to thrive in an environment that requires the ability to adapt to changing circumstances,
• Ability to cope with occasionally difficult or temperamental students and faculty.
• Ability to cope with mental and emotional stress related to the position.

Work Conditions:

• Generally, in an indoor setting.
• Occasionally works in outdoor elements such as precipitation, snow, and wind.
• Work is in an incarcerated setting.

Environmental Conditions:

• The noise level in the work environment is usually moderate but can be loud.
• The temperature in the work environment is generally moderate; however, it can range from hot to cold seasonally.
• Seldom may be exposed to non-lethal chemical agents as used in necessary use-of-force security instances.

Travel:

• Occasionally travels locally and operates motor vehicles.

Note: This job description is intended to describe the general nature and work responsibilities of the position. It is not possible or desirable to commit every detailed aspect of each job to a written description. This job description and the duties of this position are subject to change, modification, and addition as deemed necessary by the company. Job descriptions alone cannot be used as an argument to refuse work assignments. Faculty are required to comply with supervisory instructions and perform other job duties, responsibilities, and assignments required by company officials. This job description does not constitute an employment contract between the company and any employee. The job responsibilities of this position may include cross-training in other functions to ensure satisfactory operation.

I have read the above job description, understand its contents, and have had an opportunity to discuss it with my supervisor or the hiring manager. By signing below, I agree and understand what is expected of me, and will comply with all requirements of this position.

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Employee Signature Date

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Employer Signature Date