The IT-Help Desk Assistant assists the IT-Coordinator in providing needed technical assistance to LFD, Inc. employees and through LFDs organizational support contracts, regarding the use and service of all technology within the organization.

RESPONSIBILITIES

• Provide client support and technical issue resolution via E-Mail, phone and other electronic devices.
• Configure software to connect to Internet application servers.
• Provide training to clients in the use of system and applications as related to Internet.
• Obtain general understanding of OS and application operations related to company-offered services.
• Perform creation of new accounts using company provide software tools.
• Independently troubleshoot and strategize solutions for end user and system related IT issues.
• Document solutions for future reference and cross-training purposes
• Perform light lifting of up to 25lbs.
• Participate in special projects that fall within the scope of IT services as assigned
• serve on strategic planning teams with staff and management to implement enhanced systems for client tracking, assessment and instruction
• Support professional staff to expand programs and increase efficiency in the programs, partners, and management teams for plans to expand staff capacity with technology.
• Develop and recommend cost effective technical system improvements.
• Operate a personal computer and manage servers using program applications appropriate to assigned duties.
• Other duties outlined by the IT Coordinator and members of the leadership teams
• Provide technical support for
• Provide software specific technical support to staff. (of special consequence is the positions connection to national and state high stakes testing (such as MCAS, ACCESS, and MAP))
• Configures and supports internal and/or external networks lays cable, installs cameras and other devices to secure and enhance facilities

EXPERIENCE/QUALIFICATIONS

• Ability to work independently and make recommendations and decisions to support the mission of the organization and the strategy of technology infrastructure. .
• Excellent analytical, problem solving, and decision making skills
• Excellent organizational and prioritization skills
• Good oral and written communication skills
• Excellent documentation skills
• Outstanding customer service skills
• Able to work independently and efficiently to meet deadlines.
• Able to promptly answer support related email, phone calls and other electronic communications.
• Self motivated, detail-oriented and organized.
• Outstanding ability to learn new applications and technologies
• Associate Degree in Computer Science or related field (preferred)
• Working knowledge of personal computers and office suite applications
• 5+ years, Help Desk experience in an education or human services setting
• Knowledge of Smartphones; Working knowledge of Jive phone system.
• Knowledge of PC-based application products. (Outlook, Office, Web Application, IE)
• Basic knowledge of networking
• Microsoft Windows Server 2013, Microsoft SQL Server 2008
• Microsoft System Center Operations Manager
• CISCO 2960 series core switches and CISCO CAN
• Working knowledge of Netgeat and Aruba network switches
• MilesStones and Smartview security systems.
• Easyclocking support and configuration
• Sonicwall firewall, wireless, voip and vpn site to site
• Sophos Firewall configuration, content filtering and rules.
• Aerohive wifi configuration and management
• Proficient in Internet related applications such as E-Mail clients, FTP clients and Web Browsers.
• Knowledge on Schoology, Rediker and Snap functionality.

Full-Time Position: Full Benefits

Reports to: IT Coordinator Salary Range: based on hourly wage