IT Support Assistant

Position Summary

Essential Duties

• Follows established procedures for processing IT support requests, documents in-progress and completed work, and closes support tickets within established Service Level Agreements (SLAs).
• Assists in maintaining inventory of physical assets and maintains a parts inventory.
• Processes surplus equipment at assigned locations.
• Delivers and picks up equipment to be repaired at approved vendor sites.
• Works with other IT technicians to troubleshoot and repair computer equipment, peripherals, software applications, network connections and classroom presentation equipment at assigned locations.
• Assists with the installation of new hardware and software products, including peripherals – printers, scanners, etc. – and network connections for Internet and web application access.
• Participates in small and large scale hardware and software upgrades, including computer components, operating system upgrades, software drivers, etc.
• Participates in help desk ticket support and coordination.
• Perform related duties as assigned by supervisor
• Maintain compliance with all company policies and procedures
• Sets up computer and AV equipment for special programs and meetings (as needed).
• Other tasks as assigned by the Coordinator of Client Services and Asset Management

Education/Experience Requirements

• High School diploma or GED required
• Valid NC Drivers License
• Previous experience working within a customer service or computer support environment preferred.
• General knowledge of various device and operating system types (Apple, Windows and Google) .
• Ability to communicate with users to determine the nature of problems.
• Self initiative in being part of a team and assisting technical staff.
• Such alternative qualifications as the Board may find appropriate and acceptable.

Physical Requirements

• Must be able to physically perform the basic operational functions of stooping, kneeling, crouching, reaching, standing, walking, hearing and repetitive motion.
• Ability to lift a minimum of 50 pounds.
• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards

Disclosure