Technical support assistant job description

Note : This role is onsite from Day 1.

Job Profile Summary
This position is for a developing professional individual contributor in Information Technology, who works under moderate supervision. Provides support to end users across multiple operating companies; by installing/assisting with the operation of their workstations, business applications, and related equipment.

Job Profile Description

• Escalates incident, and questions to appropriate support groups.
• Performs installations, maintenance, troubleshoots, and repairs of all OpCo PC hardware/software technologies.
• Determines appropriate hardware/software based on corporate policy and end user requirements.
• Supports events, such as infrastructure changes, software releases and BCP etc.
• Provides timely updates to Management about service issues, when appropriate.
• Uses corporate Incident Management System to record and track all support work.
• Maintains accurate hardware and software record using, Corporate Asset Management System for all corporate assets.
• Performs time tracking tasks, as required..
• Supports team’s abilities and functions through positive customer relations.
• Contributes to, improvement/enhancement of processes and procedures.
• Performs related duties as assigned by management.

As part of the PC build process, candidates will be provided a checklist to follow to image each new hire PC and to confirm all applications and software are installed.

After software is installed, candidates will need to follow a QA checklist to ensure software and programs are configured properly, prior to deployment.

Candidates will need great attention to detail and ability to follow the build checklists to ensure all PC builds are configured properly.

MUST HAVE

Experience in a Service Desk or related experience/Call Center environment
Excellent communication skills

Experience with service now ticketing tool.

Experience w/ imaging; troubleshooting.
Knowledge of company desktop operating systems and software.

• Generate and review reporting to ensure business needs are met
• Work with users to ensure compliance with company guidelines
• Assist in developing IT solutions based on customer requirements.
• Answer, evaluate, and prioritize incoming telephone, voicemail, e-mail, and in person requests for assistance from users experiencing technical problems.
• Document, track, and monitor all problems to ensure a timely resolution.
• Support, monitor, test, and help troubleshoot hardware and software problems pertaining to customer systems.
• Participate in auditing licensing and system activities.
• Assist in hardware/software ordering and tracking.
• Review, Audit and reconcile accounts
• Ability to troubleshoot and configure various applications.
• Schedule repairs & purchase of equipment for various contracts.
• Assist in building and Install/Configure workstations based on company needs and requirements.
• Provide end user support for all LAN and WAN based applications as well as remote users.
• Assist with data recovery, using backup systems or recovery tools.
• Perform manual/automatic backups as needed.
• Perform and manage PC and Laptop imaging process
• Perform other duties or special projects as requested related to area of responsibility.
• Assist with Cisco and Avaya phone system moves, adds and changes as well as troubleshooting.
• Ongoing proactive assessments of all LAN and WAN connectivity, hardware/software and telephony systems we support for our customers

Company DescriptionNet Inc is a growing MSP / Tech Support company founded in 1989 focused on providing quality customer service based technical support to businesses. We offer a chance to join a growing team of qualified employees while encouraging each individual's growth potential. We are positive in approach & offer solutions to challenges to encourage continuous improvement

Mission:

The mission of Catholic Charities is to provide for the needs of our community through selfless service under the sign of love.

Summary:

The Migrant Support Assistant is the program's direct service provider to migrant clients at 24/7 operation. The support assistant must have the ability to effectively coordinate the delivery of emergency response and humanitarian relief services, such as emergency shelter, food, clothing, transportation, short-term case management, and volunteer/donation management. The Support Assistant will be required to work non-traditional hours, be on call 24/7, work at remote/off-site locations, and coordinate with other emergency response/humanitarian relief entities. Bilingual in English and Spanish is a must. The Coordinator must have reliable transportation and a clean driving record.

Position Responsibilities:

* *Serve as direct care staff to clients and provide emergency/humanitarian updates to lead coordinator/director/ senior director
* *Serve as liaison between Catholic Charities and other emergency/humanitarian response agencies, coalitions, and stakeholders during shifts
* *Assist to coordinate preparedness activities related to emergency response, including donations management, creating a stockpile of emergency response kits, and building capacity to deliver humanitarian aid
* *Conduct client intake and assessments and case management as needed
* *Work with general populations and special populations, including immigrants
* *Coordinate response efforts to populations affected by humanitarian crises, such as migrant releases, human trafficking, smuggling, family reunifications, natural disasters, displacement, and homelessness.
* *Work with Agency's volunteer coordinator to recruit, train, and maintain emergency response volunteers
* *Provide regular situational updates to agency leadership during an emergency/humanitarian response
* *Be on call and work in remote, off-site locations to represent Catholic Charities in emergency response efforts
* *Transport clients to and from shelter and provide intake/basic needs assistance

Competencies:

* Critical Thinking
* Adaptability
* Leadership
* Solution Oriented
* Customer Service

Requirements

Minimum Qualifications:

* Education
* Bachelor's degree in social work or related field preferred

* Experience
* 2 or more years of experience in a human services, public health, or emergency response setting preferred

* License and Credentials
* Reliable transportation
* Valid driver license
* Valid vehicle insurance
* Bilingual in English/Spanish is a must, other languages are a plus.

Minimum Knowledge and Skills:

* Minimum of 2 years' experience in human services, public health, or emergency response setting
* Advanced proficiency in Microsoft Office Programs
* Must be flexible, self-directed, and goal oriented
* Knowledge and experience working in a social services settings strongly preferred
* Experience working with diverse populations including immigrants from different countries of origin
* Ability to work in culturally sensitive manner with diverse populations
* Knowledge of HIPPA and confidentiality standards
* Knowledge of operational procedures of Community Centers or other comparable facilities preferred
* Must be detail oriented, organized, self-motivated, work well independently and on a team;
* Must have good written and verbal skills;
* Must have good critical thinking and problem solving skills in crisis situations
* Ability to work non-traditional hours and be on call 24/7
* Experience working with and managing volunteers
* Ability to lift 25 lbs.
* Experience and ability to drive large vehicles and response units

Disclaimer:

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job description or to require that other or different tasks be performed when circumstances change (e.g., emergencies, changes in personnel, workload, etc.) This is a Grant funded position and salary is dependent on funding availability. Position can be eliminated at any time because of lack of funding to support this position.

Catholic Charities is an Equal Opportunity Employer. To view this and other employment opportunities please visit our website at www.ccaosa.org. You must apply through our website and complete the application and upload your resume. No phone calls please. If you are chosen for an interview, you will be contacted.