IT Helpdesk Support and Field Technician

Position Summary

This is a two-year, grant-based non-exempt position. The Helpdesk Support and Field Technician is responsible for providing technical support and assistance to end-users, both remotely and on-site. This dual role involves troubleshooting and resolving hardware, software, and network issues, as well as installing and maintaining IT equipment. The technician ensures the smooth operation of IT systems, provides exceptional customer service, and contributes to the overall efficiency of the IT department.

Candidate must be ready to be an active participant in the department with a strong commitment to excellence.

• Associate’s Degree in Computer Science, Information Technology or related field, or applicable certifications.
• Minimum of 1-3 Years of experience in IT support or a similar role.
• Relevant certifications (e.g., CompTIA A+, Network+) are preferred.
• Knowledge of operating systems (Windows, MacOS, Linux), hardware components, software applications; understanding of networking principles and protocols; strong problem-solving and diagnostic skills.
• Ability to communicate effectively, both verbally and written, explain technical concepts to non-technical users; strong customer service orientation and ability to work well with diverse groups of people.
• Must be able to work flexible schedules, including occasional evenings or weekends for maintenance and upgrades.
• Must be able to lift and move IT equipment as needed and willingness to travel and work on-site at various locations.
• Yardi Voyager knowledge a plus.

Ability to respond to helpdesk tickets, phone calls, and emails to provide technical support to end-users, diagnose and resolve hardware, software, and network issues remotely, guide users through problem-solving processes and provide step-by-step instructions.

Ability to elevate complex issues to higher-level support or specialized technicians as needed and follow-up on escalated issues to ensure timely resolution.

Assist with user account creation, password resets, and access control, ensuring proper permissions and security protocols are followed.

Maintain detailed records of support requests, troubleshooting steps, and resolutions; document common issues and solutions in the knowledge base for future reference.

Provide training to end-users on IT policies, procedures, and best practices; educate users on new software and hardware.

Travel to various locations to provide on-site technical support, install, configure, and set up hardware, software, and peripheral devices, and perform repairs or replacement of defective components.

Conduct regular maintenance and updates on IT systems and equipment, and implement upgrades to hardware and software as needed.

Assist in the setup and maintenance of local area networks (LANs) and wireless networks and troubleshoot network connectivity issues on-site.

Track and manage inventory of IT equipment and supplies, ensuring proper storage and handling of IT assets.

Work closely with other IT staff and departments to resolve issues and improve IT services; participate in team meetings and contribute to project planning.

Identify and implement opportunities for improving IT support and services, and stay updated on the latest technology trends and advancements.

Perform other related duties.

Salary: $50,000 per year