IT Support Tech Level 1 - Child Welfare

Do you enjoy helping others?  Would you like a career that provides you an opportunity to help families and to make a difference in the lives of children?  Join us in creating a brighter future for children and their families.

At Kids Central we believe every child deserves to grow up in a safe and loving home that provides a path to a bright future.   However sometimes children, and their families, need additional support to ensure their safety and well-being. That is where we step in.

Technicians in this realm of knowledge work directly with end-users to provide first tier support for hardware, software and communication related issues. This includes but not-limited to supporting and resolving basic customer technical issues such as Windows issues, iPhone issues, swapping out hardware and/or fulfilling helpdesk service requests, creating/modifying/disabling user-ID’s.  If no solution is available level one will escalate to a higher tier. 

This position will work in both Citrus and Hernando Counties.

ESSENTIAL FUNCTIONS: 

• Promote and adhere to KCI information security policies and procedures.
• Resolve customer issues in a positive, professional, efficient manner in assisting clients with KCI business apps usage such as Office 365, FSFN.
• Provide Help-Desk support to users over the phone and through remote assistance
• Provide workstation deployment support to users, this includes imaging PC’s and laptops and installation of KCI applications, ensures all new employees get a KCI imaged computer
• Provide mobile phone support on the Apple iPhone platform, ensures all KCI iPhones are on the MDM system
• Perform setting up users/devices in Active Directory, Office 365, MAAS360, Smarsh, Follow-Me Printing.
• Troubleshoot VPN client issues
• Principal Responsibilities
  • Primary technical support for end-users.
  • Entry level network troubleshooting.
  • Entry level troubleshooting Microsoft Windows.
  • Responsible in assisting in the Computer/Furniture annual physical inventory.
  • Maintains computer user-id’s and passwords
  • Maintenance of existing hardware ensures warranty computers gets sent in for repair
  • Work with Level 2 and Level 3 to appropriately escalate helpdesk tickets as required.
  • Copier/printer support including supplies and maintenance
  • Basic mechanical ability to support building maintenance needs
  • Assists with Risk Management responsibilities (Fire Drills, Safety, etc.)
  • Assume other responsibilities and perform special functions as may be assigned by Management

• Standards
  • Understands and is responsible for compliance with the professional standards within the Administrative Team. Professional standards include technical related standards (e.g. - coding standards, documentation standards), process related standards (e.g. - utilization of our business process and quality assurance standards) and personnel related standards (e.g. - communication and meeting standards, HR policy enforcement and development counseling).
• Relationships
  • Develops and maintains a high level of communication with IT team members, peers and management, as well as with all applicable departments and strategic partners. Participates in the development of mutually beneficial business partnerships with internal partners and external vendors.
• Scope
  • Duties are diverse and complex and will require research, creativity, and challenge prior to choice of action, within limits defined by standard practice and instruction.

• ESSENTIAL PHYSICAL DEMANDS
  • Must be able to maneuver effectively within the environment. Demands include mobility to travel between office suites, and may require additional hours both at home and within work environment during non-business hours. May be required to travel off-site.
  • Physical demands – While performing the duties of the job, the employee is frequently required to use hands to handle tools, objects, or controls. The employee is occasionally required to stand; walk; reach with hands and arms; stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 60 pounds.
  • Must be able to meet deadlines and changing priorities. Must be able to work in high-pressured environment.

KNOWLEDGE, SKILLS AND ABILITIES: 

·        Ability to meet Organizational Required Competency standards 

·        Working knowledge of, Microsoft Office 365, Microsoft Windows 10, Apple iPhone. 

·        Experience with peripherals (printers, scanner) setup, installation, configuration and troubleshooting

·        Basic understanding of LAN/WAN and Wi-Fi infrastructure concepts

·        The ability to quickly learn and understand new technologies

·        Analytical Skills -Strong analytical and trouble shooting skills combined with a disciplined approach to problem resolution. Ability to define problems, collect data, establish facts, and draw valid conclusions

·        Must possess strong organizational and time management skills.

·        Positive attitude with lots of energy and a passion to serve internal/external customers

·        Excellent reading and writing skills required.

·        Strong verbal communication skills required.

·        Capable of communicating with all levels of management.

 MINIMUM QUALIFICATIONS/EXPERIENCE: 

 ·        Entry Level Position 0-3 years’ Service Desk experience preferred

·        A+ Certification preferred but will substitute work experience

·        Pass required drug screen

·        Pass a Level II Background Screening

·        Desire to work in accordance with Kids Central's mission.

·        Valid Florida driver’s license and insurable by agency’s current insurance carrier.

SPECIAL WORK REQUIREMENTS:  Office, automobile.

 This position description is not intended to be all-inclusive. Employee will also perform other business duties as assigned by management.

 KCI reserves the right to revise or change job duties as need arises. This position description does not constitute a written or implied contract of employment.