It Technician

Job Details Job Location
Corporate Headquarters - Baltimore, MD

Position Type
Full Time

Education Level
Not Specified

Salary Range
$55,000.00 - $65,000.00 Salary

Description Are you interested in working with an organization that is transforming the way America cares for and educates its children?

The Children's Guild Alliance is seeking an IT Technician who will provide Information Technology support and guidance to the employees and students of the organization. This includes maintenance and troubleshooting of hardware, software, and network resources. An IT Technician is required to track, maintain, and resolve service tickets assigned to them by the helpdesk. They will provide professional and timely assistance to all customers both internal and external. An IT Technician may be required to perform other technical duties pertaining to Information Technology such as Educational TechnologyCandidates will be highly experienced in providing excellent customer services

Summary

The Children's Guild is a nonprofit organization serving children, families, and child-serving organizations. We are dedicated to transforming how America educates and cares for its children through education, behavioral health, management, and consulting services. The Children's Guild operates the Monarch Academy public charter and contract schools, Monarch Preschool College Park, The Children's Guild DC Public Charter School, The Children's Guild Transformation Academy, the TranZed Academy for Working Students, therapeutic group homes, treatment foster care, and outpatient mental health clinics. We are among the most experienced child-serving organizations in the Greater Baltimore/Washington region and are currently expanding in national and international programs. Each year, the agency's continuum of care and hundreds of professional staff help thousands of youths and young adults and their families to achieve, excel and succeed. We invite you to be part of our innovative team!

Education and/or Experience Highschool Diploma or, 2-year degree, or experience in a related field preferred Basic understanding of the Open Systems Interconnection Model Minimum 1 year experience serving in an IT role Preferred Certificates, Licenses, Registrations Certificate of Completion for IT Apprenticeship CompTIA A+, CompTIA Net+ Qualifications Qualifications IT Technician must be comfortable interacting with supported and unsupported versions of Windows OS, Windows Server, and Mac OS Must be able to support Windows, MacOS and Linux operating systems, Google Suite Applications, Microsoft Office Application, Smart devices including iOS, Android and Internet of Things Must have practical understanding of Wireless network configuration, management, and troubleshooting Hardware diagnostics and repair Experience using a help desk ticketing system like ConnectWise Highly skilled in installing, repairing, and troubleshooting computer hardware and peripherals. Well-versed in installing windows, software, applications, antivirus, and patches Demonstrate ability to read and understand technical manuals and schematics and communicate technical concepts to technical and non-technical audiences Expertise in Microsoft Office Applications (Word, Excel, PowerPoint, zoom, and Teams) Demonstrated expertise in Microsoft Windows 7 and 10 Familiar with Active Directory security and policies Essential Duties and Responsibilities Work autonomously, for multiple clients at multiple sites to diagnose, troubleshoot, and resolve IT issues Act as the main point of contact for customers communicating with the IT Department Install software and repair computer hardware and peripherals. Well-versed in installing windows, software, applications, antivirus, and patches Manage the imaging, dissemination, repair and management of issued Chromebook devices Research and implement emerging technologies and processes in collaboration with IT leadership Assist in the implementation of educational and strategic platforms Conduct asset management and inventory of IT equipment Communicate regularly with department leadership and colleagues concerning emerging and ongoing customer/IT issues Conduct remote IT support using remote desktop technology Travel to TCG locations to conduct On-Site technical support Train end users on the correct use of hardware and software solutions Establish and maintain productive working relationships with all levels of staff and end users Stay current with modern technology and troubleshooting methods Other duties as assigned Supervisory Responsibilities

Mentor junior resources on the team

Competencies

To perform the job successfully, an individual will retain accountability for the following Key Result Areas (KRAs).

Note: The KRAs are the measurable outcomes tied to the specific responsibilities outlined in the JD. Only designate a responsibility as a KRA if you are consistently measuring it. Key Result Area #1: Address all tickets assigned by Helpdesk Supervisor or IT Department Leadership. Technician uses ticketing system to update progress towards solution Lifecycle of work related to ticket is tracked from creation to completion Customers are provided updates on and solutions to their IT concern within a reasonable period Key Result Area # 2: Maintain IT Equipment as required by policy and compliance Equipment is appropriately accounted for within inventory systems Equipment disposition and lifecycle is up-to-date and readily accessible in systems Cost of equipment repair and loss is documented and accessible Customer equipment is in good repair and accessible Key Result Area # 3: Access to IT Systems is implemented appropriately across programs and departments Programs and departments have access to software required to conduct daily business Customer can access only information required to conduct daily business Users are restricted from accessing information they are not authorized to access Expectations for position

Demonstrates understanding of the philosophy of The Children's Guild.

The employee will need to be able to drive their own vehicle or a company vehicle to various TCG locations across DC and Maryland.

Physical Demands

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 frequently required to stand; walk; sit; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and talk or hear. Must be able to lift 20 lbs on their own. Must be able to drive up to 60 miles per day (reimbursable). Specific vision abilities required by this job include ability to adjust focus.

Cultural Awareness Expectations The Children's Guild employees are expected to honor the diversity that makes up our community. This includes being respectful and accepting of everyone's personal identity. The Children's Guild empowers employees to share their own identity and encourages all members to learn from each other to foster a safe, tolerant, and diverse community. The Children's Guild expects all to contribute to a space where individuals can grow, learn, share, and embrace differences in a respectful environment. The Children's Guild recognizes that expressing personal and cultural identity is crucial to cultivating a safe community for staff, children, and families. Staff will build an empathetic, supportive, and equitable environment for the students and families we serve. Staff will value all children and families we serve and colleagues by embracing their diverse talents, perspectives, identities, and experiences, while fostering inclusion that inspires innovation, encourages respect, and promotes growth. Staff will attract and sustain a diverse workforce by recruiting, hiring, developing, and retaining employees who work collaboratively to carry out the mission of The Children's Guild.