IT Help Desk Technician

Description

WHO IS YFA?

Youth and Family Alternatives, Inc. (YFA) is a progressive not-for-profit organization of 300+ staff who are dedicated to working in partnership with communities and families to create a safe, nurturing environment for children and to lead the way in building a bridge for children to have a stable and loving family. Established in 1970, YFA has been around for over 50 years, with services spanning seven counties across Florida. No matter the role, we believe every team member at YFA has a critical role in supporting our children and our communities and we constantly strive to ensure a positive, purpose-driven, dynamic work environment for you to learn, grow and meet your fullest potential. If these values appeal to you and you would like to invest your time, energy, and talent in a cause that can make a difference in a child and family's future, then we may have a place for you on our team!
Position Summary: This position is responsible for managing the agency's computer systems including setup, moving, and installation of hardware and/or software, diagnosis of problems, troubleshooting and maintenance of the agency's cell phones, and maintaining the Help Desk by providing support for staff as needed. Other responsibilities include financial management of cell phones, mileage, and copiers.

Job Responsibilities and Goals including but are not limited to:

Equipment and Systems

• Manage agency mobile devices, including assignment, troubleshooting, and support of staff; manage enrollment during terminations and transitions.
• Manage the mobile device management system through Microsoft Intune and Apple Deployment Program.
• Maintain accurate staff information (name, cell phone, supervisor) of agency staff in Office 365, mileage software and inventory database.
• Set-up workstations with computers, necessary peripheral devices (monitors, printers, etc.), and appropriate software.
• Perform troubleshooting to diagnosis and resolve problems, and maintain logs of repairs, fixes, and maintenance schedules using the YFA IT Help Desk System.

Training and Asset Management

• Assist IT Coordinator with providing training and creating documents and guides for program staff on software, hardware and processes used with IT assets.
• Organize and schedule upgrades and/or maintenance as required and assist IT Director with managing refresh schedules.
• Manage damaged inventory and staff repayment of assets.
• Assist IT Team in managing program cell phone supplies needed for the effective operation of agency cell phones (SIM cards, chargers, phone cases) and maintain a minimum quantity available to staff.

Other Duties

• Maintain and update as appropriate documentation of processes involved with job responsibilities
• Independently visit field offices monthly or as needed to troubleshoot and assist in creating efficiencies.
• Maintain high ethical standards fulfilling job responsibilities including safeguarding client confidentiality and demonstrating positive customer service.

Essential Functions:

• Manage Verizon website for updates regarding program phones and lines.
• Demonstrate expertise and knowledge of hardware and software operations.
• Possess strong diagnostic and problem-solving skills.
• Must have excellent communication/interpersonal skills.
• Must be self-motivated, quick learner, and an innovative person.
• Ensure security and privacy of networks and computer systems.
• High level of confidentiality.
• Ability to exercise discretion and independent judgment regarding primary duties.
• Ability to function as part of a support team to provide customer service.
• Ability to abide by principles of EEO compliance and a workplace of dignity and respect.
• Ability to work alone and/or cooperatively in a group/team setting.
• Ability to take guidance and direction from supervisor.
• Ability to abide by core values and mission statement of the agency.

WHAT'S IN IT FOR YOU?

• 14 Days of PTO, incrementally increasing annually
• 13 Paid holidays
• Medical, Dental and Vision Insurance
• Immediate eligibility for 403b Savings Plan with match after 12 months
• Supplemental Accident, Critical Illness, and Hospital Indemnity Insurance
• Paid Life Insurance
• Employee Assistance Program
• Tuition Reimbursement
• Continuous training and professional development opportunities
• An opportunity to make the world a better place!

Requirements

WHAT YOU NEED:

• AA or BA degree in Computer Science, information technology or a related field of study. Applicable and relevant work experience may be considered.
• Knowledge and understanding of computer operating systems and networks (required).
• Strong diagnostic and organizational skills a must and good knowledge of internet security and data privacy principle required.
• Strong knowledge of Local Area Network/Wide Area Network (LAN/WAN) infrastructure concepts, personal computer systems, wireless devices, operating systems, software installation, modern configuration, software applications, and troubleshooting skills related to hardware and software applications (required).
• Experience with Microsoft Office 365, Azure AD and Intune (preferred).
• Microsoft A+ certification and Network+ certification (preferred).

Physical Requirements: Ability to bend, stand, lift or carry 30 pounds.