Facilities Technician II

POSITION OVERVIEW

The Help Desk Technician supports employees with technical assistance and support related to computer systems, hardware, and software across all Sunbeam site locations. This role is responsible for answering questions and addressing system and user issues in a timely and professional manner.  

All employees and volunteers are expected to be sensitive to Sunbeam clients’ cultural and socio-economic characteristics, reflect Sunbeam Family Services’ core values and to perform at Sunbeam’s standards of excellence at all times.

ESSENTIAL FUNCTIONS                                                           

• Serve as the first point of contact for users seeking technical assistance over the phone, email, chat, ticketing system, or in person.  
• Diagnose and resolve technical hardware and software issues.
• Monitor and respond quickly to IT help desk tickets and requests for assistance. 
• Determine the best solution based on the issue and details provided by customers.  
• Follow-up and update ticket / help request status and information.  
• Maintain computer systems and act as support if any system goes down. 
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.  
• Responsible for PC’s, Printers, Servers and related equipment (monitor, keyboard, mouse, hard drive, etc). 
• Maintain user PCs, including upgrades and configuration as needed. 
• Assist with onboarding of new employees, including set-up and training. 
• Maintain accurate inventory of all equipment, software, and license users. 
• Install, configure, and upgrade PC software.  
• Ensure all help desk requests are accurately and descriptively logged into the ticketing system.  
• Document, track, and monitor problems to ensure a timely resolution and assist in future solutions to similar problems. 
• Train users on hardware and software virtually or in person.   
• Educate users on best practices and preventive measures.
• Travel locally, as required, in the performance of responsibilities. 
• Perform other appropriate and related responsibilities as assigned by supervisor or Executive Team members.

Minimally Required

Preferred

Education

High School Diploma, GED, or relevant certification in information technology e.g. CompTIA A+ or Google IT Support Professional Certificate.

Associate’s or Bachelor’s Degree in Information Technology/Systems, computer science or related field 

Certification

Current ZA-900 Certification, or completed within 90 days of hire*

*Certification may take more than 90 days with written approval of CEO or designee

Experience

1-3 years of experience in Help Desk or other IT-related position    

Proven experience as a help desk technician or other customer suppor