IT Assistant

INFORMATION TECHNOLOGY ASSISTANT

POSITION SUMMARY

The Information Technology Assistant (IT Assistant) supports all electronic information systems, including networks, computers, desk phones, cell phones, and peripherals. The IT Assistant will also maintain all electronic information systems, telecommunication technologies, and fingerprinting technology. The IT Assistant performs job duties according to Optimal’s mission, vision, and philosophy.

REPORTS TO

Information Technology Director

REQUIRED EDUCATION AND EXPERIENCE

• High school diploma or equivalent

• At least 1-3 years of information technology support experience

• Experience with installation, troubleshooting, and replacing hardware, software, and network components through patches, updates, or other methods for desktops, laptops, tablets, peripherals, and mobile phones.

• Excellent Microsoft Office and Google Drive knowledge.

• Proficient with or able to quickly learn various computer hardware and software.

• Strong critical thinking and analytical skills.

• Strong work ethic with personal qualities of integrity and credibility.

• Must obtain CJIS fingerprinting technician certification within 90 days of hire.

PREFERRED EDUCATION AND EXPERIENCE

• Bachelor's degree in Information Technology or related field

• At least one year of customer service experience

• Microsoft A+ or other information technology certification

• CJIS Techniques of Fingerprinting Training certification

ESSENTIAL FUNCTIONS

• Install, configure, upgrade, repair, and maintain desktops, laptops, tablets, cell phones, and other peripheral equipment and related software.

• Connect hardware and software with diverse systems such as associated validation systems, file servers, email servers, application servers, and administrative systems.

• Respond to IT Help Desk support request tickets within 24 hours, perform diagnostic operations to determine and resolve the root cause of problems, and report ticket statistics monthly.

• Provide basic end-user training for intranet and software applications and create end-user training materials as necessary.

• Receive guests and visitors as a front desk receptionist when working in the office alone.

• Utilize biometric fingerprint technology, including capturing fingerprint data, and ensuring compliance with data privacy regulations while adhering to strict security protocols and legal considerations surrounding the use of biometric information.

• Execute duties and represent Optimal efficiently, cooperatively, and ethically.

• Execute procedures as outlined in the Optimal Policy and Procedure Manual.

• Comply with Optimal compliance measures.

• Comply with Optimal Personnel Record Policy, including updating applicable licenses, health screenings, and CPR/FA certification.

• Comply with the Optimal Equipment Policy, and do not share usernames and/or passwords with or give anyone access.

• Comply with the provisions of State, local, and Federal laws, regulations, ordinances, requirements, and codes that apply to the performance of services to be rendered.

• Comply with federal, state, and local laws by not discriminating against anyone based on race, color, national origin, age, sex, sexual orientation, religion, disability, or any other protected basis.

COMPETENCY

• Excellent interpersonal skills with the ability to manage sensitive and confidential situations with tact, professionalism, and diplomacy.

• Excellent organizational skills and attention to detail.

• Proficient in Google Suite or similar software.

• Basic understanding of clerical procedures, systems, and electronic storage media.

• Basic understanding of office equipment.

• Ability to maintain confidential information.

• Ability to respond to calls and emails within 24 hours, Monday through Friday, and intervene when services are needed in times of crisis and/or outside regular work schedules.

• Ability to identify and resolve minor technology issues and use critical thinking to escalate an issue for additional support.

• Ability to answer, screen, and direct phone calls using multi-line desk and mobile phone; take messages.

• Ability to greet, assist, and provide direction and information to clients, visitors, and other guests of the organization.

• Coordinate with other departments to assist in the onboarding process.

• Coordinate with external vendors to resolve technical problems with end-user hardware and software.