Technical Services Representative

Elwyn•Raleigh, NC

33d

About The Position

Join a Team That Changes Lives For more than 170 years, Elwyn has been leading the way in supporting children, teens, and adults with autism, intellectual and developmental disabilities, and behavioral health challenges. As a mission-driven nonprofit, we're here to create real change - helping people lead meaningful, fulfilling lives. Now, we're looking for passionate team members to join us. Here, your work will change lives - including your own. You'll make an impact every day, find purpose in what you do, and grow in a career that truly matters. At Elwyn, we take care of you while you care for others. We offer: Generous Paid Time Off Comprehensive Medical/Dental/Vision Benefit Packages Earned Wage Access/On-Demand Pay Paid On-the-Job Training Tuition Reimbursement Career Advancement Opportunities and Growth Flexible Schedules Retirement Savings Plan Join us and be a part of something bigger. Apply today. Job Description Elwyn seeks a Technical Service Representative to assist end-user community with Tier I and II technology support questions or issues as it relates to connectivity, functionality and general use of equipment and software.

Requirements

Associates Degree in Computer Science and/or related field or equivalent experience is required.
Experience with Citrix, Microsoft Operating Systems, Office Suites, anti-virus software and other PC related utilities is preferred.
Demonstrated ability to work effectively as part of a team.
Ability to work in a fast-paced environment and manage and prioritize multiple, often competing, priorities.
Demonstrated strong attention to detail.
Demonstrated strong time management and organizational skills.
Demonstrated excellent judgment with the ability to independently solve problems and make decisions with little or no need for direct supervision.
Demonstrated ability to anticipate future needed changes or identify problem areas and take effective actions.
Must possess excellent customer interaction, collaboration, presentation, and written and verbal communication skills.
Demonstrated intermediate experience with Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
Must possess a current, valid driver's license in state of residence, have a minimum of two (2) years of driving experience within the United States, and have an acceptable driving record.
Must have dependable transportation and be able to drive to and from various Elwyn locations.

Nice To Haves

Non-profit human service experience highly preferred.

Responsibilities

Provides intermediate and advanced technical assistance and support to users and fellow technicians using advanced troubleshooting techniques and comprehensive knowledge of system interactions in the maintenance, diagnosis and repair of desktops, laptops, and peripherals.
Diagnose and resolve technical hardware and software issues, including but not limited to replacing PC components, installing telecom equipment, and diagnosing software issues.
Image, deploy, and troubleshoot computers, smart phones, and tablets at any of Elwyn's locations, as needed.
Setup technology equipment at new Elwyn sites, including but not limited to routers, switches, PC's, telephones, and copy/fax/print machines.
Provides end user support via phone, email, chat, or in person during regular business hours and on occasional weekend, holidays, or other shifts with regards to IT operational needs and immediately escalate those requests beyond assigned scope of duties and responsibilities to higher levels of support.
Documents all interactions and activities in the service desk ticketing system, including but not limited to tasks and projects in Zendesk and/or Jira.
Stays current with computer, network, and software system information; and changes and updates published by IT or external vendors, including but not limited to Dell, Apple Schools, Maas360, LANsweeper and Microsoft.
Assist updating the knowledgebase on a continual basis.
Escalates service desk tickets and unresolved issues to appropriate subject matter experts both inside and outside of Elwyn, as appropriate or as directed.
Perform other duties as assigned.