IT Service Technician

JOB TITLE: IT Service Technician

Department: Operations  

Job Status: Active

FLSA Status: Non-Exempt

Reports To: Director of IT

Grade/Level: Technician 

Amount of Travel Required: 20% travel time expected 

Job Type: Full Time, Salary

Positions Supervised: None

Work Schedule: Mon. – Fri., 8:30am – 5:00pm (with required flexibility for evening/weekend events and operations)

POSITION SUMMARY:

The IT Service Technician provides technical support to organization staff (on-site and remote) by creating, answering and resolving assigned IT helpdesk tickets, conducting basic network maintenance and troubleshooting, performing device software and hardware maintenance. This position also provides audio/visual support to staff as needed. 

ESSENTIAL FUNCTIONS:

• Responds to and resolves helpdesk tickets as assigned, including:
• Printer troubleshooting, and service calls to providers
• Basic Network troubleshooting
• Troubleshooting & maintenance in Windows, Mac OS, iOS/iPad OS, Android, Linux, and Chrome OS environments
• RingCentral phones/system troubleshooting
• Google Workspace Account management for staff
• Inventory Management in accordance with established procedures & best practices
• Organization & cleaning of IT-managed spaces
• Support organizational events as necessary at our various locations
• Collaborates with Director of IT on assigned projects
• Staff training: development and publication of curriculum to cover internal hardware, services, policies, procedures, and best practices as necessary.
• Cybersecurity: staff awareness training development, threat investigation and remediation, and regular security patching as necessary.
• System Administration of organizational accounts and services
• Collaboration on Infrastructure design, implementation, and maintenance
• Other projects as assigned

Reasonable Accommodations Statement: To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.  

COMPETENCY STATEMENTS:

• Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.  
• Accuracy - Ability to perform work accurately and thoroughly.  
• Communication, Oral - Ability to communicate effectively with others using the spoken word.  
• Communication, Written - Ability to communicate in writing clearly and concisely.  
• Customer Oriented - Ability to take care of the customers’ needs while following company procedures.  
• Detail Oriented - Ability to pay attention to the minute details of a project or task.  
• Ethical - Ability to demonstrate conduct conforming to a set of values and accepted standards.  
• Motivation - Ability to inspire oneself and others to reach a goal and/or perform to the best of their ability.  
• Organized - Possessing the trait of being organized or following a systematic method of performing a task.  
• Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.  
• Project Management - Ability to organize and direct a project to completion.  
• Reliability - The trait of being dependable and trustworthy.  
• Self Motivated - Ability to be internally inspired to perform a task to the best of one’s ability using his or her own drive or initiative.  
• Tactful - Ability to show consideration for and maintain good relations with others.  
• Technical Aptitude - Ability to comprehend complex technical topics and specialized information.  

DELIVERABLES:

Provides Compassionate, Excellent, and Outcomes-minded IT Support Service to FIVE18 Family Services Staff by: 

• Resolving assigned tickets accurately & in a timely manner based on needed priority
• Maintaining customer service rating of 80%

SKILLS & ABILITIES

POSITION QUALIFICATIONS:

• Associate’s Degree in Computer Science or equivalent experience
• 1-2 years of related experience
• Proficient in Windows, Mac OS, Linux, Android, iOS, MS Office, Google Workspace, iWork, basic understanding of networking concepts, including IPv4 and basic troubleshooting
• CompTIA A+, Network+, or equivalent (Preferred, but not required)

PHYSICAL DEMANDS:

Update codes for how often position requires following actions

N (Not Applicable) Activity is not applicable to this position. 

O (Occasionally) Position requires this activity up to 33% of the time (0 - 2.5+ hrs/day) 

F (Frequently) - Position requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day) 

C (Constantly) - Position requires this activity more than 66% of the time (5.5+ hrs/day)

Stand: F

Walk: F

Sit: C

Manually Manipulate: C

Reach Outward: F

Reach Above Shoulder: O

Climb: O

Crawl: O

Squat or Kneel: F

Bend: O

Grasp: F

Speak: C

Lift/Carry:

Push/Pull:

10 lbs or less: F 

12 lbs or less: O

11-20 lbs: F

13-25 lbs: O

21-50 lbs: O

26-40 lbs: O

51-100 lbs: O

41-100 lbs: O

Over 100 lbs: O

OTHER PHYSICAL REQUIREMENTS:

Vision (Near, Distance, Color, Peripheral, Depth): Ability to see computer screens, with or without visual aid; physically troubleshoot hardware

Sense of Sound: Ability to hold phone conversations, hear computer error codes, etc.

Sense of Smell: Ability to smell hardware issues for burns, etc. 

WORK ENVIRONMENT:

Work will take place largely in an atmosphere controlled office setting, but will occasionally require work in spaces which are not atmosphere controlled, damp, dusty, dark, or outdoors in various conditions.  

Prepared By: Jonah RIpley Date: 8/05/26

Approval: ___Brandis Saunders___ Date: 8/06/26_

Employee Signature: EE SIGNATURE Date: DATE

The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate.