IT Support Technician (Level 1)

RMHC Philly has an immediate opening for a detail driven and highly motivated IT Support Technician (Level 1). Success in this position requires technical proficiency and a customer-focused approach. This role is at the forefront of our technical support operations, providing essential assistance to end-users across the organization. Primary responsibilities include ensuring the prompt resolution of hardware, software, and network issues, contributing directly to the smooth functioning of the IT infrastructure.

This position requires travel between RMHC Philadelphia locations and other regional locations.

Essential Duties:

Technical Support

• Respond to support requests via in-person, phone, email, or ticketing system
• Handle incoming support requests promptly and efficiently, using various communication channels to address user issues
• Diagnose and resolve hardware and software issues on desktops, laptops, printers, and mobile devices
• Perform initial diagnostics and troubleshooting to resolve technical problems on various devices
• Provide essential network support, including troubleshooting connectivity issues and configuring user accounts
• Assist in resolving network-related issues and managing user access to network resources
• Support and troubleshoot TV and cable systems: Diagnose and resolve issues related to TV and cable systems, including signal problems, configuration issues, and hardware malfunctions. Collaborate with service providers as needed to ensure continuous and reliable service
• Configure and maintain audiovisual equipment: Set up, configure, and maintain audiovisual equipment, including projectors, speakers, and conference room systems, ensuring they are operational and meet user needs
• Document and update TV and cable system configurations: Keep detailed records of TV and cable system setups and configurations, including channel lineups, device settings, and any modifications or upgrades performed

Customer Service

• Ensure users feel supported and understood by maintaining a positive, courteous and professional demeanor when addressing concerns
• Maintain timely and clear communication with users regarding their support requests including status updates and action being taken
• Demonstrate active listening to understand users’ issues fully and provide clear, jargon-free explanations.
• Brainstorm ideas to solve uncommon user issues and challenges

Documentation

• Log support activities and resolutions in the ticketing system
• Accurately record details of support requests and resolutions to ensure a comprehensive support history
• Maintain an updated knowledge base with documented solutions to frequent issues
• Develop and maintain documentation for everyday issues to streamline future support efforts
• Detailed Ticket Entries: Accurately document each support request in the ticketing system, including user information, the nature of the issue, steps taken to resolve it, and the final resolution. Ensure all entries include timestamps to maintain a clear timeline of events
• Provide detailed notes on how issues were diagnosed and resolved, including troubleshooting steps and configurations applied. This information will help resolve similar problems more efficiently in the future
• Create and update articles with step-by-step guides to typical issues, solutions, and best practices. Ensure these articles are easy to understand and accessible to all team members
• Identify recurring problems and document detailed solutions, creating a quick reference guide for resolving similar issues in the future
• Maintain an up-to-date inventory of all hardware and software assets, including model numbers, serial numbers, purchase dates, warranty information, and installation dates
• Document network configurations, including IP address allocations, subnet masks, gateway addresses, DNS settings, and any changes made to the network infrastructure
• Keep detailed records of TV and cable system setups and configurations, including channel lineups, device settings, and any modifications or upgrades performed
• Log all routine maintenance activities, such as software updates, patches, and backups, ensuring all actions are recorded for future reference.
• Document collaboration efforts with other IT team members, including escalations and resolutions of complex issues, to ensure a comprehensive support history.

System Maintenance

• Set up and configure new hardware, including desktops, laptops, printers, and mobile devices, ensuring all equipment is properly installed, configured, and connected to the network
• Install and configure software applications users require, ensuring they have the tools to perform their jobs effectively. Customize software settings to meet specific user requirements
• Configure and maintain peripheral devices such as printers, scanners, and external drive, ensuring all function correctly and are integrated with user systems
• Regularly inspect hardware components, such as servers, desktops, and network devices, repairing, replacing or upgrading hardware as needed to maintain optimal performance and extend the lifespan
• Perform physical cleaning and maintenance of hardware components to prevent dust buildup and overheating
• Troubleshoot and perform repairs or coordinate with external vendors for more complex repairs and replacements
• Document all maintenance activities in the ticketing system in detail, including troubleshooting steps and resolutions to identify trends and implement long-term solutions for recurring issues
• Diagnose and resolve network connectivity issues, including Wi-Fi and wired connections
• Work with network administrators to ensure consistent and reliable network performance

Collaboration

• Collaborate with other IT team members to escalate and resolve complex issues
• Work closely with colleagues to tackle more challenging technical problems that require additional expertise
• Engage in team discussions and contribute ideas for improving IT processes and support
• Participate in Improvement Initiatives: Engage in continuous improvement initiatives by suggesting enhancements to existing processes and tools. Collaborate with the team to implement these improvements, ensuring the IT department stays proactive and effective
• Stay Updated with Industry Trends: Work with the team to stay informed about the latest IT trends, tools, and best practices. Regularly share new insights and developments that could benefit the team and improve service delivery
• Work with Other Departments: Collaborate with other departments to understand their IT needs and provide tailored support. Build strong relationships with key organizational stakeholders to ensure their technology requirements are met

Qualifications:

• 0 – 2 years of experience in an IT support or help desk role, required
• Associate degree in Information Technology, computer science, or a related field, required
• Basic knowledge of Windows operating systems, Microsoft Office Suite, and basic networking systems and software, required
• CompTIA A+, Microsoft Certified Professional (MCP), or similar certifications, a plus
• Additional education including an advanced degree, a plus

Competencies:

• Strong problem-solving and troubleshooting abilities
• Basic understanding of IT principles with a desire and willingness to expand knowledge
• Ability to identify and resolve technical issues effectively
• Excellent verbal and written communication skills
• Clearly and effectively communicate when providing support and documenting issues
• Ability to work independently and collaborate as part of a team
• A foundational understanding of IT, coupled with a desire to learn more.
• Flexibility when managing tasks, as issues can arise without warning.

Physical Requirements:

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

• Ability to sit for extended periods while working at a computer
• Must be willing and able to travel between RMHC Philadelphia locations and other regional locations using personal vehicle or alternative
• While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel; talk or hear
• Must be physically capable of lifting and moving IT equipment up to 25 lbs.
• Physical capability to handle hardware is necessary