Information Systems Desktop Technician

Portsmouth Redevelopment & Housing Authority•Portsmouth, VA

2d•$50,000 - $55,000•Onsite

About The Position

Under the supervision of the Information Systems Manager, the Information Systems Desktop Technician (Part-Time) provides entry-level technical assistance and support to end-users for computer systems, hardware, and software issues. Core responsibilities include helpdesk support via Kaseya BMS, hardware setup and imaging, remote monitoring via Kaseya VSA9, basic network troubleshooting, AV/peripheral support, and end-user support for Emphasys Elite housing management software. This position is scheduled for twenty to thirty (20–30) hours per week with occasional weekend on-call availability.

Requirements

Proficiency in Windows 10/11, Microsoft Office 365, and standard desktop support tools and procedures.
Working knowledge of, or willingness to learn, Kaseya BMS (ticketing) and Kaseya VSA9 (RMM) platforms.
Basic hardware troubleshooting, imaging, and break-fix repair skills; familiarity with desktop deployment procedures.
Basic understanding of LAN/WAN concepts, IP addressing, and connectivity troubleshooting.
Familiarity with Active Directory user administration and Microsoft 365 environment management.
Ability to learn and support Emysys Elite housing management software and other agency applications.
Ability to provide remote technical support using RMM and remote access tools.
Ability to maintain IT asset inventory records with accuracy and attention to detail.
Strong customer-focused communication skills; ability to explain technical concepts clearly to non-technical users.
Ability to prioritize tasks, meet SLAs, and maintain customer satisfaction under general supervision.
Discretion and confidentiality in handling sensitive organizational data and systems.
Available to work 20–30 hours per week during standard business hours with occasional after-hours availability.
Available for designated weekend on-call rotations for critical IT issues and emergencies.
Dependable, detail-oriented, and able to manage multiple tasks simultaneously.
Effective interpersonal skills; able to work courteously with staff, vendors, and agency contacts at all levels.
Able to work independently under general supervision with sound judgment and appropriate escalation habits.
Accessible by phone or other means during emergencies.
Promotes a positive image of the Authority in all professional interactions.

Nice To Haves

A minimum of one (1) year of experience in Windows OS, Microsoft Office, LAN, PC, and end-user support is preferred.
Familiarity with Kaseya BMS, Kaseya VSA9, or Emysys Elite is a plus.
CompTIA A+, Network+, MCP, or Microsoft 365 certifications are not required but are considered an asset.

Responsibilities

Monitor, triage, and resolve helpdesk requests in Kaseya BMS within established SLAs; keep end-users informed of ticket status throughout the resolution process.
Set up, image, configure, and maintain desktop and laptop computers for new and existing staff in accordance with Authority standards.
Utilize Kaseya VSA9 (RMM) for remote support, patch deployment, endpoint monitoring, and system maintenance under the direction of the Information Systems Manager.
Perform basic LAN/WAN troubleshooting; escalate complex issues to the Information Systems Manager with supporting documentation.
Assist with user account creation, moves/adds/changes, and access management in Active Directory and Microsoft 365 under supervisor direction.
Provide end-user support, troubleshooting, and training for Emphasys Elite and other agency-specific applications.
Troubleshoot and maintain desktops, laptops, mobile devices, printers, and peripherals on-site and remotely; coordinate with vendors for hardware resolution as directed.
Support AV equipment in conference rooms and common areas including setup, testing, and event assistance.
Maintain accurate IT asset inventory; log all system updates, service records, and technical documentation in Kaseya BMS.
Create end-user training materials, SOPs, and knowledge base articles to support IT continuity and self-service.
Train incoming staff on internal technologies and the Kaseya BMS self-service portal.
Provide on-call support during designated weekend rotations; document all on-call activities upon return to regular schedule.
Support HUD electronic submission compliance and assist with the Authority’s website as directed.
Job duties, responsibilities, specifications, and other job aspects may be changed as needed; performs other duties as assigned.