SUMMARY
This is a full-time non-exempt position that will assist with daily IT operations, device setup, inventory tracking, and user support. The primary work hours will be Monday through Friday, 8:30 am to 4:30 pm with a 1/2-hour lunch (37.5 hrs/week) unless otherwise agreed upon. This position will assist front end users in guidance on how to use technology appropriately and effectively by providing sessions with users either in person or through remote use of technology such as but not limited to various software and or devices themselves. Individual will gain exposure to tools, processes, and systems that support both technical and administrative workflows.
Compliance:
As with all WCSI positions, it is the expectation that employees adhere to WCSI, County, State and Federal guidelines, regulation, policies and laws which govern the business and service of WCSI.
This position requires the employees to perform their daily job duties and responsibilities in a structured work environment.
Onboarding and Ramp-up Expectation Timeline:
Month 1
• Learn organizational IT polices and inventory system
• Shadow device setup, user onboarding, and equipment tagging
• Become familiar with support ticket triage and escalation paths
Month 3
• Handle basic setups and returns of user devices
• Track accessories and assets
• Perform device replacements and minor troubleshooting
• Assist with Tier 1 help desk tickets
Month 6
• Independently support user onboarding equipment setup
• Manage inventory updates and returns
• Run wipe/reimage processes for reused devices
• Document recurring issues and support patterns
1 Year
• Manage endpoint logistics for new/exiting staff
• Provide reliable first-line support for routine IT issues
• Maintain inventory and asset accuracy
• Demonstrate initiative in supporting IT documentation and SOPs
ESSENTIAL DUTIES AND RESPONSIBILITIES
Include the following. Other duties may be assigned as deemed necessary by management.
Endpoint Setup & User Support
• Set up, configure, and deploy laptops, desktops, monitors, and peripherals for new users
• Support software installations and testing of operating systems and common productivity tools
• Wipe and reimage devices before redeployment or lease return
• Replace and maintain toner cartridges, printers, and user-assigned accessories
• Assist with phone setup and device assignment tracking
• Provide Tier 1 support for hardware/software issues (in person, by phone, or remote)
User Account & Onboarding Support
• Assist with user onboarding and offboarding process alongside senior IT staff
• Help manage IT Admin systems and alerts through management consoles
• Maintain documentation on user setups and access inventory
Asset Management & Equipment Tracking
• Maintain current records in WCSI’s Asset Tracker and tracking tools
• Tag and inventory laptops, mobile devices, monitors, docking stations, and accessories
• Retrieve equipment from offboarded users; documents missing or damaged assets for HR
• Track accessories such as chargers, keyboards, mice, and cables for inventory control
Process Documentation & Compliance
• Follow and contribute to internal SOPs related to device handling and onboarding
• Assist in maintaining inventory audit records and help document repeat issue resolutions
• Ensure that procedures comply with organizational polices and IT compliance guidelines
SUPERVISORY RESPONSIBILITIES
This job has no supervisory responsibilities. The Information Technology Support Technician reports directly to the IT Development & Services Supervisor and may take direction from the IT Manager, the Network Administrator/Cybersecurity Contractor, CFO and/or the Chief Executive Director.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
General Qualifications:
Strong communication skills, both verbal and written, as well as organizational skills are essential. Must have the skills to communicate through various forums, to include delivery of training, e-mail, presentations, and reporting. Forums will include both existing and future technological means. Ability to establish priorities and set goals, displaying strong multi-tasking skills, with the ability to change priorities while regulating deadlines. Must demonstrate teamwork, through cooperation, respect and collaboration with others. Must be able to effectively present information to groups and respond to questions from leadership, staff, and the general public. Candidate must be flexible and have the ability to adjust work hours, based upon the needs of the position, as communicated to the IT Development & Services Supervisor, IT Manager, or CFO.
Required Qualifications:
• Basic understanding of device setup and configuration
• Ability to follow procedures and use inventory tools
• Eagerness to learn enterprise IT tools
• Strong Organization and communication skills
• Physical capability to move IT equipment (up to 30 lbs)
Preferred Qualifications:
• Familiarity with user access tools or productivity suites
• Experience with imaging or help desk ticket systems
Education and/or Experience:
Coursework or associate degree in IT or related field. Prior experience in technical or support environment.
Language Skills:
Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.
Certificates, Licenses, Registrations:
Valid PA Driver’s License, Proof of Valid Auto Insurance, Act 34 (Criminal Record), and Act 33 (Child Abuse) and FBI Clearance. There will be monthly screenings of PA Medicheck List, LEIE and SAM.
Other:
As a requirement of employment, certain personal information (Birth Date, Driver’s License, Diplomas, Transcripts, etc.) can be shared in confidential communication as related to regulations, licensure and/or insurance carrier contracts.
As with all WCSI positions, this position will adhere to all random drug screening requirements, as set forth by WCSI Policy.
ENVIRONMENT, PHYSICAL and MENTAL CONDITION
Physical/Mental Demands:
While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel and to talk and hear. The employee is occasionally required to stand, walk, reach with hands and arms, stoop, kneel, crouch, crawler climb. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision.
Work Environment:
While performing the duties of this job, the employees work on-site. Work may take place in office settings, IT rooms, or supply areas. Frequent interactions with staff across departments for support tasks. Employees are occasionally exposed to outside weather conditions.
Reasonable Accommodation:
It is WCSI’s business philosophy and practice to provide reasonable accommodation, according to applicable state and federal laws, to all qualified individuals with disabilities.