IT Help Desk Technician

Responsibilities

• Monitor technology requests and respond promptly to all support requests

• Triage support requests and assign tickets to appropriate team members or departments when necessary

• Diagnose and resolve basic to moderately complex hardware, software, and equipment issues

• Guide users through step-by-step solutions in a clear, professional manner to ensure a positive experience

• Escalate unresolved issues to internal IT or development teams, and monitor progress to resolution

• Document issues, troubleshooting steps, and final resolutions in appropriate systems

• Set up and configure user accounts, hardware, software, and equipment

• Assist with onboarding and offboarding processes for users accounts, hardware, software, and equipment

• Maintain accurate inventory of technology equipment and software licenses

• Support periodic audits of staff technology and supplies

• Provide support for system installations, upgrades, replacements, and software configurations

• Monitor and maintain the Greenville Office phone system

• Assist with submitting technical or feature requests to internal development teams

• Perform remote monitoring and management (RMM), compliance audits, and account/device health checks

• Create and maintain internal knowledge base articles (KBAs) and end-user training documentation

• Conduct in-person and virtual training sessions for individual staff, departments, or the broader organization

• Ensure technology needs for events are allocated, supported, and dispersed appropriately

• Contribute to IT initiatives, audits, events, and system/process improvements

• Stay up to date on system updates, product changes, and emerging technologies relevant to the organization

Other Responsibilities

• Understand, uphold, and implement organizational policies and standards, including but not limited to: Student-Centered Policy, Code of Conduct, Youth Protection Policy, Commitment to Event Excellence, and the Employee Handbook

• Deliver exceptional customer service to REC Foundation customers, internally and externally

• Uphold organization policies and standards, including but not limited to policies found in the Employee Handbook

• Ensure and maintain an ethical, trusting, inclusive, and productive work environment

• Provide continual feedback to help maintain program integrity

• Perform other duties as assigned