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Sharing the love of Jesus Christ, Marygrove provides a safe home, compassionate care, and high-quality mental health services to children who have experienced significant trauma, to restore their childhood, and equip them for their future.
Job Summary
Overview and Responsibilities
- Serve as the first point of contact for technical support requests, helping in person, by phone, and electronically.
- Diagnose, troubleshoot, and resolve hardware, software, operating system, and basic network issues; escalate complex issues as needed.
- Prioritize, track, and document IT support requests and maintain accurate service logs.
- Install, configure, deploy, maintain, and update computer hardware, software, and peripheral equipment.
- Prepare, image, and set up computers and related technology for employees and organizational use.
- Provide end-user training and guidance on technology systems, applications, and best practices.
- Perform routine maintenance, software updates, virus/spyware removal, and equipment upgrades.
- Support field-based technology needs and assist with special IT projects as assigned.
- Contribute to organizational quality improvement efforts through participation in data collection, reporting, and process improvement activities.
- Maintain current knowledge of technology systems, updates, and industry best practices.
- Perform other duties as assigned.
Knowledge and Experience Requirements
- Associate degree in Information Technology, Computer Science, or a related field; or equivalent combination of education, technical certification, and experience.
- Two (2) years of experience providing help desk, desktop support, or general IT support services.
- Working knowledge of computer hardware, software, operating systems, Microsoft 365 applications, and basic networking concepts.
- Experience troubleshooting, maintaining, and deploying technology equipment, software, and system updates.
- Strong customer service skills with the ability to communicate effectively, manage multiple priorities, and support a diverse user population.
Skills and Competencies Required
- Successfully diagnose, resolve, or appropriately escalate hardware, software, operating system, and peripheral device issues.
- Respond to support requests professionally, maintaining positive customer satisfaction and service standards.
- Effectively communicate technical information verbally and in writing to both technical and non-technical users.
- Accurately prioritize, track, and document support requests, resolutions, and system changes.
- Configure, install, update, and maintain workstations, software, and technology equipment according to organizational standards.
- Analyze issues, identify root causes, and implement effective solutions in a timely manner.
- Manage multiple service requests, meet deadlines, and adapt to changing priorities.
- Work effectively with IT staff, departmental leadership, vendors, and end users to achieve operational goals.
Resources for Which Accountable
- Organizational computers, mobile devices, peripherals, and related IT equipment assigned for deployment, maintenance, and support.
- Support tickets, service logs, inventory records, and technical documentation maintained to ensure accurate tracking and reporting of IT activities.
- Coworker, client, and organizational information accessed while providing technical support, maintained in accordance with organizational policies and security standards.
Marygrove does not discriminate on the basis of handicapped status in the admission or access to, or treatment or employment in, its federally assisted programs and activities. Marygrove is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, or disability.
Pre-Employment Screening
All candidates receiving an employment offer must submit a pre-employment screening. The screenings will include criminal background check and other background checks (as needed), Family Care Safety Registration, drug screen, an employment and education or licensure/certification verification, and Covid-19 and Influenza vaccination. Various positions will require physical examination, Tuberculosis screening and Hepatitis A. All offers are contingent upon successful completion of required screening.
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