The ITS Desktop Support Technician reports to the ITS Manager and is responsible for computer operations, helpdesk services, installation and support for new and existing computer systems and application software and field support. In addition, the position is responsible for regional support and participation in various ITS team meetings based on strategic plan and/or organizational efforts. This position requires working in the office for four days each week, with one day designated for remote work. There is a possibility of reducing in-office days depending on program needs and at the discretion of the ITS Manager.

**Please note:  This position requires travel up to 50% within the NC region.  You must have reliable transportation and a valid drivers license.**

RESPONSIBILITIES

User Support and Ticketing System

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, hardware, printers, cell and desk phones.
• Respond to all queries over the phone and via email.
• Monitor ticket queue, ensure response time and ensure First contact triage/info gathering
• When needed conduct new hire on boarding of new staff.
• Follow up with customers to ensure the issue has been resolved in satisfaction.
• Assist as necessary in retrieving and presenting necessary reports and documents.

System Set-Up and Monitoring

• Set up and manage user accounts and permissions to consent access to a network.
• Upholding and testing security, blocking unapproved access through Microsoft 365 Admin Security Center.
• Setting up the Organization’s computer system to meet specific business goals of VOACC staff and new hires in the respective areas.
• Monitoring day-to-day computer performance. 
• Update and maintain the computer inventory and equipment via Zendesk & Paycom.

Systems Management

• Maintain and resolve issues on LAN/WAN, VoIP telephone, biometric, and audio-visual systems connections.
• Ensure desktop computers interconnection seamlessly with diverse system keeping in mind for compatibility factors.
• Coordinate with vendors to resolve technical problems with desktop computing equipment and software.
• Endorse and apply upgrades to systems to ensure durability.
• Resolve hardware and network connectivity issues.
• Validate & approve VPN access for all remote users through Active Directory accounts.
• Assist in technical upgrading and maintaining of entire desktop systems. PC updates and software installation are complete 100%
• Support in testing and deployment of new applications and systems.
• Train and guide staff hardware and software usage.

EFFECT ON END RESULT

• Resolves and closes tickets within 48 hours of ticket handling. 
• Customer service and response time is rated at exceeding expectations.
• Ensures all users are trained and prepare to do self-trouble shooting when possible.
• Provide creative and innovative ways to address concerns from users.

REQUIREMENTS

• Associate’s degree in related fields (Computer Science, telecommunications, etc)
• Minimum two (2) to five (5) years of experience as a Helpdesk Technician, ITS Specialist or similar position.

• Experience working in a human services and/or healthcare environment where Hitech HIPAA policies and electronic medical records are part of the technology team support or willing to learn preferred.
• Experience with password resets, Desktop trouble shooting, applications support.
• Excellent proven experience providing Desktop Support, Active Directory, Office 365, and various Cloud application services.  
• Excellent experience in customer service for Microsoft teams, Zoom and Zendesk or ticketing management like system.
• Experience supporting users that work on a 24/7 schedule. 
• Ability to travel when needed to perform field work and on-site support required.
• Able to work in a fast-changing environment where you must be flexible and learn quickly.
• Excellent communication skills verbal and written.
• Excellent customer service and response time for user needs.
• Excellent research and troubleshooting abilities without supervision.
• Creative, innovative and a self-starter with an understanding of systems operations.

• Bilingual in any language a plus.

PHYSICAL REQUIREMENTS

• The ability to safely transport oneself and/or equipment when and if needed. 
• The physical ability to stand, sit, stoop, bend, reach, pull, push, lift, grasp, climb, talk, see, hear and perform basic and light maintenance activities and operate office equipment.
• Move and lift objects up to 30 pounds such as computers, monitors, files, etc.
• Operate office equipment requiring continuous or repetitive hand/arm movements.
• The ability to remain in a sitting position for extended periods of time.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.