Technician - IT Support

Southwest Human Development•Phoenix, AZ

24d

About The Position

A positive future for every child Southwest Human Development is Arizona’s largest nonprofit dedicated to early childhood development. The first five years of life are the most critical in a child’s development. At Southwest Human Development, our services improve lives and help families by supporting young children and their caregivers during this important time. Your skills, experience, and passion are needed at one of the nation’s largest nonprofits dedicated to early childhood development. Join our team and experience a long-term career which brings joy and satisfaction in knowing you make a difference. We offer over 40 programs and services to more than 140,000 children. Why choose us? Make an impact in a child’s life by promoting child health and development. Be rewarded with a rich benefits package, including medical, dental, vision, and wellness plans, 401(k) matching every paycheck, and generous paid time off. Opportunities for continued professional growth and development. Supportive and collaborative work environment. Job Title: IT Support Technician Working under the direction of the Service Desk Manager, IT Support Technician I will provide technical support throughout the Agency. This includes responding to service requests, troubleshooting and diagnosing problems and assisting with utilization of Office 365, hardware, software, mobile devices, and multimedia equipment. This role serves as a point of contact for technical support and assistance to team members over the phone, via chat, email, and in person. The IT Support Technician I will also collaborate with other department staff and IT team members on a variety of agency-related projects.

Requirements

Possess an insured & reliable vehicle and a valid AZ driver’s license.
Valid Arizona Fingerprint Clearance Card - OR - must qualify for a valid Arizona Level One Fingerprint Clearance Card
DES Criminal Affadavit Required
AZ DHS Criminal History Affidavit Required
FPC DPS Verification Required

Responsibilities

Provide service desk assistance over the phone, chat, or in person for a wide variety of hardware, software and Department-specific applications.
In alignment with Service Desk SLA, responds to service requests and provides support for a variety of issues across the agency.
Responsible for clear and effective communication of service desk issue resolution in non-technical terms that agency staff can understand.
Work effectively with in an ITIL/ITSM based service organization, prioritizing, and responding to service desk issues.
Develops, publishes, and adheres to agency IT support standards, policies, and procedures.
Be responsible to help manage and maintain configuration management standards and asset inventory life cycle, replacement and repair for PCs and mobile devices across the agency.
Keeps pace with cyber security threats and trains agency staff in the practice of good cyber hygiene.
Trains and orients staff on the use of agency-issued hardware.
Manage end user web apps, software, mobile devices, agency collaboration tools and links with State Agencies and 3rd party business partners.
Aids in SWHD staff team members’ utilization of conference room technology.
Travels to other office locations to troubleshoot and resolve issues, as needed.
Develops positive and constructive working relationships throughout the Agency.