Position Description The Information Technology (IT) Technical Aid works under the supervision of professional information technology staff to provide basic support services and assistance; perform routine information systems related tasks in a centralized IT organization. The IT Technical Aid will provide support to systems customers and/or to departmental staff for a variety of IT related issues including the identifying, tracking, documenting, researching, and resolving job issues or problem calls, and will follow specific procedures for escalating high priority issues, when required; support IT professionals by performing routine systems testing and production work, including validating user manuals, procedures, and other instructional materials; will work on medium size office grade printers and high speed commercial printers as needed; should be capable of lifting office supplies and equipment of up to twenty pounds; assist in the installation, configuration, maintenance and troubleshooting of information technology devices including personal computers, video display terminals, printers, cabling and other hardware. Skills Required The IT Technical Aid will possess knowledge and experience in customer service; decision making; organizational awareness; problem solving; oral communication, speaking and writing; troubleshooting hardware and software issues. Additional Skills Required Oral communication skills. Working with different types of customers. Knowledge Dell laptops, Apple iPads, Microsoft Suite and Adobe software. Experience Required Two (2) years of highly specialized clerical experience involved in an information systems environment including the use or installation of desktop software and/or operating high-speed commercial printers. Additional Experience Required At least 1 year of experience in the following - customer service support; desktop support; diagnosing scanner/printer, laptop, desktop and tablet/ iPad issues; use and setup of iPhone and MFA, and using Microsoft Suite. Education Required A high school diploma or equivalent. Additional Education Required A+ and Net +