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Working America · 1 month ago

Field IT Support Assistant

Atlanta, GA, Atlanta, GA, US

Full-time

Onsite

Entry Level

$59K/yr - $64K/yr

2+ years exp

Working America is a community affiliate of the AFL-CIO focused on collective action for working individuals. The Field IT Support Assistant is responsible for maintaining IT systems across various offices, providing technical support, and ensuring compliance with IT procedures through significant travel.

EducationNon Profit

Responsibilities

Travel to field offices around the country to inspect, maintain, update, and inventory IT managed equipment, ensuring all systems are functioning optimally and properly configured

Provide help desk / technical support for local and off-site users

Performs on/off-boarding tasks related to IT access and equipment provisioning in alignment with checklist instructions

Manage IT Assets(receipt/shipping) and perform routine asset inventory audits

Have a “customer first” voice when communicating with the customers

Respond to users in a professional and friendly manner, ensuring responses given are accurate and documented

Keep customers informed of progress and status of tickets throughout the resolution

Collaborate with customers and co-workers to diagnose and resolve problems

Manage and monitor problem tickets, analyze incidents and provide support required

Strive to meet target SLAs

Apply diagnostic techniques to identify problems, investigate cause and recommend solutions

Monitor/update data records in the ticketing system

Provide feedback on issues to strengthen content in the knowledge base

Document IT requests, record actions, and follow up on deferred actions

Troubleshoot, analyze, resolve, track, escalate and document technical issues

Strive to resolve on 1st contact when possible using remote desktop control

Resolve customer issues in a pre-determined time frame or escalate for resolution

Respond to and diagnose problems through discussions with users using problem recognition, research, isolation, and resolution steps

Regular and reliable attendance required

Assist with the development and maintenance of Technical Support/knowledge base

Travel may be required to support IT setup at remote offices

Must be able to lift up to 50+ lbs

Manage print devices

Configure iPads and assist with maintaining Meraki MDM

Use RFID tracking technology for asset management

Coordinate logistics for asset disposal

Configure mobile phones as directed

Support security incident reviews as directed

Other duties as assigned

Qualification

Help Desk SupportHardware/Software KnowledgeNetworking TechnologiesMicrosoft WindowsGoogle Workspace AdministrationMeraki MDMCustomer ServiceData EntryMulti-taskingDiversity AwarenessCommunication Skills

Required

Associates degree or above in an IT related field and 2+ years of experience in a Help Desk / IT Support role is required

Must be customer-focused and service-oriented, attentive to details, with the ability to multi-task and act with professionalism at all times

Excellent verbal and written communication skills, phone etiquette, data entry

Sound knowledge of hardware/software, operating systems, and networking related technologies is required

Hardware and software experience with multiple desktop products, including desktop operating systems and office automation products, as well as experience with a wide variety of PCs, printers, and other hardware

Knowledge of Microsoft Windows, Google Workspace administration; iOS a plus

Familiarity with Grey Trunk RFID or similar inventory management is required

Ability to respect diversity and work collaboratively with individuals of diverse cultural, social and educational backgrounds

Extensive travel to field offices is required