TECH AGENT: IT Technology Support Specialist

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IT Technology Support Specialists monitor and maintain the computer systems and networks of nonprofit organizations. It could be installing and configuring computer systems, diagnosing hardware and software faults and solve technical and applications problems, either over the phone or in person. The work is as much about understanding how information systems are used (by other humans) as applying technical knowledge related to computer hardware or software.

IT Technology Support Specialists are mainly responsible for the smooth running of computer systems and ensuring users get maximum benefits from them. You'll generally need to:

• Install and configure computer hardware operating systems and applications (MAC & PC)
• Monitor and maintain computer systems and networks
• Talk staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues
• Troubleshoot system and network problems, diagnosing and solving hardware or software faults
• Replace parts as required
• Provide support, including procedural documentation and relevant reports
• Follow diagrams and written instructions to repair a fault or set up a system
• Support the roll-out of new applications
• Set up new users' accounts and profiles and deal with password issues
• Respond within agreed time limits to call-outs
• Work continuously on a task until completion (or referral to third parties, if appropriate)
• Prioritize and manage many open cases at one time
• Rapidly establish a good working relationship with customers and other professionals
• Test and evaluate new technology
• Conduct electrical safety checks on computer equipment.

Although this area of work is open to all high school graduates and IT, IS, CS certifications, the following subjects will improve your chances:

• Business information technology
• Business systems engineering
• Computer networking and hardware
• Computer science
• Computer software development
• Information technology
• Internet engineering
• Software engineering

You will need to show evidence of the following:

• Proficiency with both MAC & PC systems
• The ability to think logically
• A good memory of how software and operating systems work
• Excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution
• The ability to work well in a team
• Problem solving skills
• A strong customer focus
• The ability to prioritize your workload
• Attention to detail
  
  
  This is a Part-Time, paid position.