ABOUT US

For over 30 years the Institute for Family Development (IFD) has been providing in-home family counseling and parenting skills training services to families who are at risk of having their children placed in state funded foster care. All members of our team are essential in helping us achieve our mission, and we strive to create a working environment in which all employees thrive. Social justice is a foundational value of our organization, and we are fully committed to creating an anti-racist, equitable and inclusive agency culture where all staff thrive. To reach this goal we are committed to workforce equity. Equitable recruitment, support, and retention is how we will obtain the most diverse, highest quality workforce that shares, and helps us advance, our mission and values.

ABOUT THE POSITION

Provide routine IT maintenance and support for the agency's network servers, computers and other IT infrastructure. Administer the agency-wide client information system. This position is hired by and reports to the management team member responsible for information technologies. Position Summary The IT Support Technician provides first-line technical support and routine maintenance for the agency's computers, software, telecommunications systems, and other technology resources. This position is responsible for troubleshooting technical issues, supporting agency staff, managing technology equipment and assisting with the administration of IT systems. The IT Support Technician works closely with and reports to the System Administrator to ensure reliable, secure, and efficient technology services throughout the organization.

PRIMARY RESPONSIBILITIES

User Support and Help Desk Serve as the primary point of contact for staff technology support requests. Provide technical assistance and troubleshooting for computers, software applications, printers, mobile devices, phones and other technology equipment. Respond to support requests in person, by phone, email, and remote support tools. Document, track, and resolve support issues. Escalate complex technical issues to the System Administrator or external vendors as appropriate. Follow up with users to ensure issues have been resolved and provide excellent customer service. Device Deployment and Asset Management Maintain an accurate inventory of agency computers, equipment, software licenses, and technology assets. Assist with purchasing and receiving technology equipment and software. Configure, deploy, upgrade, relocate, and retire computers, phones, and related equipment. Support employee onboarding and offboarding by preparing equipment, creating accounts, and recovering agency technology assets. Coordinate equipment replacement and secure disposal in accordance with agency policies. Microsoft 365 and Systems Administration Support Assist with user account creation, modification, and deactivation. Support password resets, multifactor authentication enrollment, and user access requests. Troubleshoot issues related to Microsoft 365 applications, including Outlook, Teams, OneDrive, Word, Excel, and SharePoint. Assist the System Administrator with routine administration of Active Directory, Group Policy, endpoint management, and other technology systems. Assist with software installation, updates, and patch management on user devices. Technology Operations and Vendor Coordination Support and maintain office technology equipment, including computers, printers, copiers, scanners, and telecommunications systems. Coordinate with technology vendors and service providers regarding equipment purchases, repairs, warranties, and support issues. Assist with maintaining technical documentation, procedures, and user guides. Support technology projects and system upgrades as assigned. Information Security and Compliance Comply with all agency security policies and procedures, including HIPAA, contractual, and regulatory requirements. Assist in implementing and maintaining IT security practices and controls. Support endpoint security measures, including antivirus, patch management, and secure device configuration. Assist with user security awareness training and phishing prevention initiatives. Report potential security incidents, vulnerabilities, or policy violations to the Network Administrator. Other duties as assigned

QUALIFICATIONS

Required Qualifications Associate degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and experience. One to three years of experience providing technical support in a help desk, desktop support, or IT technician role. Experience supporting Microsoft Windows operating systems and Microsoft 365 applications. Basic understanding of computer hardware, networking, and cybersecurity concepts. Strong customer service, communication, and problem-solving skills. Ability to explain technical information to non-technical users. Preferred Qualifications Experience with Active Directory, Microsoft 365 administration, and endpoint management tools. Experience supporting VoIP phone systems. Experience working in a nonprofit, healthcare, or human services environment. Familiarity with HIPAA or other regulated environments. Typical Physical Demands Ability to install, move, and set up computer equipment and peripherals. Ability to lift and carry up to 40 pounds. Ability to work under desks, in wiring closets, and in other locations as required to install or troubleshoot equipment. Ability to travel between agency locations as needed.

Compensation:

$27.03 - $32.25 (starting: $27.03 - $28.99) Part-Time Position (50%)

COMPENSATION AND BENEFITS

Excellent Benefits:

Medical insurance Dental reimbursement plan 15 paid vacation days during the first year of employment, cumulative accrual with each year of service up to plan maximum 2 paid personal days per year 10 paid sick days per year 11 holidays per year 401(k) retirement plan (5% IFD contribution) A flexible schedule and the possibility of some telecommuting. A strengths-based work environment, where we look for - and assume - the best in one another.

MORE INFORMATION

Additional information about IFD and this position is on our website: www.institutefamily.org. IFD participates in the e-Verify program and is an equal opportunity employer.