Reports to: IT Manager

Supervises: N/A

FLSA: Non-exempt

Position Overview:

The Part Time Desktop Support Technician provides technical support to end users on a variety of issues. These may include identifying, researching, and resolving technical problems; responding to telephone calls, email, and personnel requests for technical support; and documenting, tracking, and monitoring problems to ensure a timely resolution. The Part Time Desktop Support Technician also supports the IT Team. The position must be familiar with a variety of the field's concepts, practices and procedures and relies on experience and judgment to plan and accomplish goals. Performance is evaluated based on quality and accuracy of work.

Essential Functions:

Provides first level IT support to end users in response to requests received by phone, email, and ticket system.

Assists with moves, changes, and installations of IT equipment.

Installs and configures new computers and telephones.

Installs updates to software loaded on staff, spare laptops and conference room computers as required.

Trains staff.

Maintains inventory of IT equipment, including additions, changes, and cost.

Assists with major software upgrade projects.

Maintains a running inventory of spare IT equipment and parts, including but not limited to laptops, desktops, scanner rollers, memory, hard drives, and monitors.

Maintains and monitors log in/out sheets of spare equipment being loaned to staff, including laptops, MiFi, monitors, scanners, and flash drives.

Researches, learns, and assists with maintenance of software, including but not limited to:

XCM task maintenance and reports

iChannel portal setup, maintenance, and links to employee accounts

CCH data maintenance including deleting versions

New employee software setup.

Other Functions:

Develops an understanding of and adheres to Firm policies and procedures including (as appropriate) Firm’s Quality Control document.

Pursues training and upgrading of skills as appropriate.

Has a basic knowledge and understanding of the services and products offered by the Group.

Performs other duties as may be assigned.

Required Experience and Skills:

A minimum of 1-year experience in IT support, preferred.

Experienced in a MS Windows environment.

Excellent written and verbal communication skills, including active listening.

Strong interpersonal skills for providing customer service and conflict resolution.

Innovative thinking and problem solving.

Maintains a positive attitude and customer focus.

Can balance multiple and shifting priorities.

Willingness to contribute and support a knowledge sharing culture.

Effective time management.

Conducts themselves with integrity in a responsible, professional manner and appearance and maintains confidentiality of all information.

Excellent organizational skills.

Educational Requirements:

A high school diploma or GED equivalent.

Some post-high school education and/or training within the IT field is strongly preferred.

Working Requirements:

On-call for support issues during non-business hours.

Occasional travel to satellite offices, to attend seminars or staff meetings using a personal vehicle is likely.

Occasional overtime may be expected throughout the year and heavy overtime may be required from January through April and/or during project periods.

Safety:

Minimal hazards.

General office working conditions.

Required to lift items (computers, monitors, boxes, etc.) in the range of 10-25 pounds on a regular basis and beyond 50 pounds on an occasional basis.