It Support Technician

Folds of Honor Foundation

TITLE: IT Support Technician                                                                                                                  FLSA: Exempt

REPORTS TO: Senior Director of Human Resources and IT

FUNCTION: Operations

TRAVEL REQUIREMENTS: < 10%

JOB FAMILY: Operations                                                                                                 REVIEWED:12/21/2023

PRIMARY JOB FUNCTION:

Supports the Folds of Honor by providing IT technical assistance to everyday users of the organization. This may include answering questions or resolving matters relating to computer devices, system or application logins/access, or peripherals for employees in person, virtually via Teams or by telephone, or electronically via email.

ESSENTIAL FUNCTIONS:

Reasonable Accommodations Statement

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

• Work with Third-Party service provider (Standley Systems) to answer user inquiries regarding computer software or hardware operation to resolve problems.
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications that are not supported by Standley Systems.
• Conduct employee onboarding and offboarding tasks such as: Setup and decommissioning of equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software, validating the return of organizational equipment, and tracking equipment using organization asset management software.
• Work with Standley Systems to identify and remedy areas of system/network vulnerability or concern by utilizing quarterly reports supplied by Standleys.  
• Work with Standley Systems to develop processes and plans of actions to keep various software platforms and equipment upgrades current and capable of addressing the day-to-day needs of Folds of Honor employees and chapter members.
• Maintain and respond to internal Helpdesk inquiries for IT needs relating to chapters and chapter members.
• Maintain and support FOH SharePoint page(s)/sites and Microsoft Teams per departmental needs.
• Conduct annual inventory on in-house IT equipment and develop disposal/retirement recommendations for out-of-date/obsolete equipment.
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
• Confer with staff, users, and management to establish requirements for new systems or modifications.
• Develop training materials and procedures, or train users in the proper use of hardware or software.
• Refer major hardware or software problems or defective products to vendors or technicians for service.
• Prepare evaluations/quotations of software or hardware and recommend improvements or upgrades.
• All other duties as assigned.

SELECTION CRITERIA:

High school diploma required; Bachelor’s degree (or technical certificate) and 2+ years of computer technical support experience; PLUS the following job-related experience is preferred:

1. Must be able to provide excellent customer service and demonstrate the ability to respond professionally and effectively to a variety of individuals at all levels, including C-Suite executives.
2. Must have the ability to explain technical details to non-tech savvy employees and stakeholders.
3. Ability to perform all assigned tasks efficiently and accurately and create/maintain accurate records.
4. Demonstrated analytic, problem solving, troubleshooting, and technical research skills to sufficiently address issues even if the solutions are not immediately obvious. 
5. Demonstrated ability to prioritize and manage multiple projects or change priorities quickly.
6. Must be technical savvy and able to operate a variety of office equipment, including demonstrated ability to use Outlook, Word, Excel, Access, and other databases.
7. Working knowledge of PC-based systems and Mac-based systems are preferred.
8. Demonstrate professional, appropriate written and/or verbal responses to all customer inquiries by using correct grammar, punctuation, capitalization, etc.

PHYSICAL REQUIREMENTS:

1. Mobility to travel in and around office surroundings.
2. Ability to lift up to 50 lbs.
3. Ability to crawl underneath workspaces or around other work areas.
4. Ability to use hand tools without issues.

COMMUNICATION REQUIREMENTS:

1. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
2. Ability to write routine reports and correspondence.
3. Ability to speak effectively before groups of customers or employees of the organization.

REASONING REQUIREMENTS:

1. Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. 
2. Ability to deal with problems involving a few concrete variables in standardized situations.

The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate. 

Folds of Honor is an equal opportunity employer and does not discriminate against race, religion, color, sex, national origin, age, medical condition or disability, or any other status protected by law.

Any unsolicited resume or other candidate submittal sent to Folds of Honor, or subsidiary company, including unsolicited resumes sent to a Folds of Honor mailing address, fax machine, or email address, directly to Folds of Honor employees, will be considered Folds of Honor property. Folds of Honor will consider any candidate for whom a(n) Recruiter/Agency has submitted an unsolicited resume to have been referred by the Recruiter/Agency free of any charges or fees.