IT Help Desk Technician

Position Title:IT Help Desk Technician

Department: Systems and Technology

Reports to: Associate Executive Director, Systems and Technology

Employment Status: Fulltime

FLSA Status: Non-Exempt (hourly)

Location: Hybrid within Michigan, 3 days a week in ABEM office required.

Position Summary

The Information Technology (IT) Help Desk Technician position supports the Systems and Technology team and the organization by reviewing and responding to support tickets entered by staff. The technician will work with staff remotely and in person to triage and help find solutions to questions, requests, and issues related to computer software, hardware, and audio-visual equipment.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

Review and provide timely and effective triage of information technology (IT) system issues and assign support tickets to the correct vendor partner or staff resource group.

• Coordinate and track hardware requests for ABEM onsite and offsite meetings, staff loaner laptops, and peripheral equipment.

• Coordinate and track hardware assignment for new hire process and collect and track hardware during offboarding of staff.

• Assists staff and visitors in operating audio-visual (AV) equipment and computers in the ABEM office meeting rooms.

Assists in the equipment rental process for ABEM’s remote volunteers and the onsite administration of the Oral Examination.

• Creates and maintains support documentation for department and organizational knowledge base.

Staffs Oral Exam administrations and other meetings as assigned.

• Performs other duties as needed or assigned.

Minimum Qualifications (Knowledge, Skills, and Abilities)

• High school diploma or equivalent required; relevant technical certifications a plus.

• One to three years of IT Help Desk or office hardware support experience.

• Knowledge of Microsoft Windows, Office 365, video conferencing software, and Active Directory.

• Strong customer service, interpersonal, and written/verbal communication skills are required.

• Must maintain a high level of professionalism and confidentiality.

• Self-directed, organized, and able to manage multiple priorities.

• Ability to travel up to 5 percent of the time (two weeks or less per year)

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

While performing the duties of this position, the employee is regularly required to talk or listen. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand, walk, sit, and reach with hands and arms. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is typically low to moderate.

• This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.