IT Helpdesk Technician

The IT Helpdesk Technician provides technical support to agency staff, addressing information technology needs, troubleshooting issues, and resolving service requests.  The Technician works closely with the IT team to resolve technical challenges, support Microsoft 365 applications, and assist with ongoing IT projects.

Why AACI?

• Paid Holidays, Vacation, and Sick time.
• Comprehensive benefits, including Health Plan Options (95% premium coverage).
• 403(b) Retirement Plan with match.
• Free Headspace mindfulness app access.
• Eligibility for State Loan Forgiveness Program.

Duties and responsibilities

• Provide first point of contact for IT support requests via phone, email, and in-person.
• Troubleshoot and resolve hardware, software, and network issues; perform password resets, system configurations, and software installations.
• Provide user support for Microsoft 365 applications, including Teams, SharePoint, and OneDrive.
• Monitor system performance, apply updates and patches, and assist with routine maintenance and hardware repairs.
• Create, manage, and disable user accounts in Active Directory, Azure AD, and other systems as needed.
• Prepare and configure devices for new staff; maintain IT asset inventory and equipment records.
• Document support procedures and solutions to common problems.
• Support IT security efforts, including MFA, phishing awareness, and basic security enhancements.
• Collaborate with IT staff on projects such as system upgrades, software rollouts, and infrastructure improvements. 
• Complete other duties and related projects as assigned.

• Demonstrated ability to effectively perform the responsibilities outlined above.

Education & Experience:

• One year or more of work experience in IT support, help desk, or a related role in a Windows environment.
• Experience with Active Directory, password resets, and user permissions. 
• Experience diagnosing and resolving common IT issues.  

Knowledge, Skills, & Abilities:

• Basic knowledge of operating systems (Windows or macOS).
• Familiarity with computer hardware, peripherals, and troubleshooting methods.
• Understanding of IT security practices, including MFA and phishing awareness.
• Proficiency with Microsoft 365 applications (Teams, SharePoint, OneDrive).
• Effective communication and customer service skills with a user-focused approach.
• Ability to adapt to new technologies and processes.
• Ability to maintain security and confidentiality

Competencies:

• Ability to communicate well with people of diverse cultural professional and experiential background.
• Ability to establish and maintain effective work relationships as part of a multi-disciplinary team.

Working conditions

Work is conducted in an office environment and within a clinic setting, in the community. Occasional evenings and weekend work is required.

Physical requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to talk and hear. The employee is required to sit for long periods of time; see to utilize a computer screen; frequently use hands; and reach with hands and arms for activities such as keyboarding.

AACI is an Equal Opportunity Employer