IT Support/Help Desk Technician

Basic Function:

To provide technical support to agency staff and clients, including issuance, setup and inventorying of agency devices, maintaining agency networks, printers, copiers and peripherals, account setup and permissions, and cybersecurity training software.

Duties and Responsibilities:

1. Set up devices in accordance with established guidelines, including antivirus agent, monitoring agent and adhere to applicable WCS policies for account creation and permissions/access.
2. Maintain a current inventory of all computers, Epson boards, cameras, laptops, printers and copiers, including serial numbers and locations.
3. Maintain Microsoft email distribution lists, including an understanding of which staff to include.  Collaborate with Human Resources Coordinator when staff are hired, terminated or transferred.
4. Ensure Multi-Factor Authentication is active on all agency Microsoft accounts.
5. Ensure security updates, syncing, firewall/content filtering and data backups are functioning properly.
6. Respond to trouble calls for hardware, software, Wi-Fi and/or account-level issues.
7. Repair or replace broken device components as necessary.
8. Attend professional development workshops, technology training courses and other meetings and trainings as assigned and read technology publications to maintain current knowledge in the field of Information Technology.
9. Maintain knowledge of and follow agency policies and procedures as contained in the WCS Personnel Handbook, WCS Procedures Manual, and department manuals.
10. Work on safe and appropriate tasks and mentoring with youth assigned to student jobs in the Information Technology department
11. Function as a positive role model for all students and staff at the Waterford Country School.
12. Maintain an awareness of and sensitivity to the cultural and socioeconomic differences present among the service population and fellow staff members of WCS, ensuring that cultural needs are respected and supported through the delivery of services and the development and implementation of agency programs and policies in a manner that is free from discrimination and bias relating to race, ethnicity, age, disability, gender, sexual orientation, status as a victim of domestic violence/sexual assault/human trafficking or religious beliefs.
13. Maintain a valid state driver’s license.
14. Use the CARE model to guide your interactions and philosophy of support for agency staff, volunteers and stakeholders.
15. Other duties as assigned by the Chief Financial Officer

Limited Telework Capability

Limited ability to work remotely in necessary circumstances as approved by a direct Supervisor, or in the event of a declared weather or other emergency. Telework should be performed in accordance with the Remote Work Policy in the WCS Personnel Handbook.

THIS JOB DESCRIPTION SHOULD NOT BE INTERPRETED AS ALL-INCLUSIVE. IT IS INTENDED TO IDENTIFY THE MAJOR RESPONSIBILITIES AND REQUIREMENTS OF THIS JOB. THE INCUMBENT MAY BE REQUIRED TO PERFORM JOB-RELATED TASKS OTHER THAN THOSE STATED IN THIS DESCRIPTION.

Qualifications:

A high school diploma and familiarity and experience working with computer technology, networking, hardware and software. Advanced related technical training desired.