Information Technology Technician I

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The Information Technology Technician I (IT Tech I) is responsible for providing assistance in the operations and implementation of Information Systems for the Evergreen Association. As part of the essential functions of this role, the IT Tech I:

· Creates and maintains Association systems, such as Microsoft Exchange, Active Directory, Maas360, and Cisco phone systems

· In collaboration with IT Manager, and 3rd party vendor(s), maintains and plans for future needs of Association server and network infrastructure environment

· Works with staff at all Association locations to provide computer hardware, software support, or Audio/Video support, including support and/or training for association-issued electronic mobile devices (tablets, laptops, smart phones, etc.), copiers, phone systems and printers; Provides training as needed on iPhone/iPad Agreement, BYOD Policy, and UUA Agreement

· Documents resolutions to problems to IT knowledgebase; Creates documentation for end-user support and training purposes

· Supports ticketing system triage which includes the following activities: Review, triage, and assign tickets;  Provides follow up reports for ticketing systems

· Addresses support requests to include computer setup and moves, audio/video setup, and desk phone setup; Maintains accurate and updated ticketing logs; Escalates issues to IT Technician II/III or IT Manager, or de-escalates to Help Desk staff, where appropriate

· Collaborates closely with clinical providers to develop a thorough understanding of their programs and assist them in meeting their program goals

· Maintains confidentiality of clients, volunteers and appropriate components of the organization's programs and data, and has access to security passwords to all programs that are relevant to the IT Technician position

Qualified Candidate will have an Associate’s degree in Information Technology or related field with a minimum of three (3) years of professional experience working in the Information Technology field and providing support for computer hardware and software, including but not limited to: Microsoft Office Suites (2007 or later). Candidate must be able to communicate clearly and professionally in writing and verbally, and demonstrate ability to work across multiple departments and aid with complex and escalated support requests. Candidate must be able to work autonomously. Sensitivity to HIV/AIDS and lifestyle issues is essential.

Job Type: Full-time

Required education: Associates

Required experience: Information Technology, IT Support (3 years)

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