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Summary

Founded in 2002, Beyond Basics is a 501(c)(3) nonprofit working to eradicate illiteracy, transforming the lives of students and creating stronger communities. Our one-on-one, multisensory tutoring program helps students achieve grade-level proficiency in reading in an average of six weeks. In addition to our structured literacy interventions, we cultivate curiosity and encourage a love of lifelong learning with fine arts activities that expand horizons.

The IT Help Desk Technician II will be responsible for all initial triage and resolution of IT help desk inquiries within established SLAs. The IT Help Desk Tech II will also develop job aids and training materials to assist staff and tutors on all supported platforms and technologies. This position will aid instructuring training for new staff and tutors. This position will also assist in preparing hardware for distribution and maintain an inventory of all IT designated equipment. Must be comfortable handling a high volume of tasks, with strong organization and documentation skills.

Duties and Responsibilities

• Initial triage and resolution of all IT Help Desk Inquiries.

• Track IT Help Desk inquiries via ticketing system.

• Troubleshoot application, hardware, OS, and connectivity problems.

• Perform installation, operation, and maintenance of hardware/software.

• Work with vendor representatives and other computing resources to resolve hardware/software problems.

• Using asset tracking program, maintain a complete inventory of all hardware and software changes.

• Maintain written documentation of all policies and procedures.

• Coordinate training and support for end users with desktop applications, e-mail, file maintenance, and security issues such as passwords, confidentiality, and appropriate use.

• Work with Literacy Programs to ensure successful recording and storage of recorded sessions.

• Set up workstation/user profiles, in conjunction with the IT Manager, to allow accessibility to only those software applications and network files which are appropriate to job function and security level.

• Resolve connectivity and internal technical problems; coordinate these activities with appropriate staff, tutors/PM’s, and vendors.

• Communicate problem resolution to users via appropriate channels.

• Assist in developing training documentation and job aids for new staff and tutors/PM’s.

• Travel to local schools to provide on-site support of equipment.

• Some after-hours/weekend follow up may be needed to support tutors/PM’s in the field.

• Some travel to remote locations may be necessary to provide IT support.

• Assist IT Manager with establishing best practices and organizational IT policies.

Education and Skills Requirement

• 3 years’ experience as an IT Help Desk Tech I or II.

• Customer service excellent

• System administration and support

• Implementation and configuration

• Compliance and security (security+ is a plus)

• Project management (PMI Certification is a plus)

• Quality assurance (six sigma/lean/iso 9001/etc is a plus)

• Experience with agile methodologies (scrum, kanban, etc. is a plus)

• Knowledge or experience supporting Microsoft Office 365, Teams, SharePoint, Windows 11, and SaaS solutions.

• Experience with asset inventory and tracking for hardware, software, and licensing.

• Experience prepping and decommissioning equipment, specifically Chromebooks, laptops and PC’s.

• Experience using the Apricot database platform is a plus.

• Familiar with remoting into systems, troubleshooting remotely, and communicating to off-site staff.

• Experience working in a high-performance, collaborative, constructive peer group.

• Detail oriented with excellent verbal and written communication skills with exceptional attention to detail.

• Valid driver’s license and access to personal transportation for potential travel to local schools and other remote locations as needed.

• A history that demonstrates your passion to participate in a mission driven nonprofit that seeks to advocate for underserved children through education (preferred but not required).

Work Environment

This position operates on-site in an office environment.

Physical Demands

While performing the duties of this job, the employee must regularly sit and use hands as well as talk and hear. Specific vision abilities required by this job include close vision and ability to focus on computer and documents. This position requires light filing. This position may require the ability to lift and move items.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position description is intended to describe the essential functions of and requirements for the successful performance of this position. It is not to be interpreted as an exhaustive statement of duties, responsibilities or requirements of this position, nor is it intended to limit the authority of any manager to assign and direct the activities of employees under his or her direction. I have read and received a copy of this position description.