Field IT Support Assistant

At Working America, we believe in the power of collective action. Our mission is driven by the stories of working individuals who, together, can bring about significant change. With a membership of four million voices, our reach spans across various sectors, organizing those without the benefit of a union. As the community affiliate of the AFL-CIO, we unite working people around a shared economic agenda.

Our Field IT Support Assistant works primarily to operate and maintain all Working America’s offices and locations with reliable and secure hardware and approved software. This role involves significant travel to ensure our field offices nationwide are adequately supported and assets comply with Data and Technology department procedures.

Reports to: IT Manager of Support and Application Services

Key Responsibilities

Support Services

Travel to field offices around the country to inspect, maintain, update, and inventory IT managed equipment, ensuring all systems are functioning optimally and properly configured.
Provide help desk / technical support for local and off-site users.
Performs on/off-boarding tasks related to IT access and equipment provisioning in alignment with checklist instructions.
Manage IT Assets (receipt/shipping) and perform routine asset inventory audits.
Have a “customer first” voice when communicating with the customers.
Respond to users in a professional and friendly manner, ensuring responses given are accurate and documented.
Keep customers informed of progress and status of tickets throughout the resolution.
Collaborate with customers and co-workers to diagnose and resolve problems.
Manage and monitor problem tickets, analyze incidents and provide support required
Strive to meet target SLAs.
Apply diagnostic techniques to identify problems, investigate cause and recommend solutions.
Monitor/update data records in the ticketing system.
Provide feedback on issues to strengthen content in the knowledge base.
Document IT requests, record actions, and follow up on deferred actions.
Troubleshoot, analyze, resolve, track, escalate and document technical issues.
Strive to resolve on 1st contact when possible using remote desktop control.
Resolve customer issues in a pre-determined time frame or escalate for resolution.
Respond to and diagnose problems through discussions with users using problem recognition, research, isolation, and resolution steps.
Regular and reliable attendance required.
Assist with the development and maintenance of Technical Support/knowledge base.
Travel may be required to support IT setup at remote offices.
Must be able to lift up to 50+ lbs.
Manage print devices.
Configure iPads and assist with maintaining Meraki MDM.
Use RFID tracking technology for asset management.
Coordinate logistics for asset disposal.
Configure mobile phones as directed.
Support security incident reviews as directed.
Other duties as assigned.

Qualifications

Associates degree or above in an IT related field and 2+ years of experience in a Help Desk / IT Support role is required.
Must be customer-focused and service-oriented, attentive to details, with the ability to multi-task and act with professionalism at all times.
Excellent verbal and written communication skills, phone etiquette, data entry.
Sound knowledge of hardware/software, operating systems, and networking related technologies is required.
Must be customer-focused and service-oriented, attentive to details, with the ability to multi-task and act with professionalism at all times.
Hardware and software experience with multiple desktop products, including desktop operating systems and office automation products, as well as experience with a wide variety of PCs, printers, and other hardware.
Knowledge of Microsoft Windows, Google Workspace administration; iOS a plus.
Knowledge of hardware/software, operating systems, and networking related technologies is required.
Familiarity with fleet mobile management software is a plus.
Familiarity with Meraki MDM or similar asset management system is a plus.
Familiarity with Grey Trunk RFID or similar inventory management is required.
Ability to respect diversity and work collaboratively with individuals of diverse cultural, social and educational backgrounds.
Extensive travel to field offices is required.

Position

Full-time
FLSA Classification: Non-Exempt

The Step 1 DC salary is $64,330 and Step 1 GA salary is $58,473 with additional steps considered for candidates with experience and qualifications beyond what is required above.

Includes medical insurance, paid time off, and 401(k) with employer contribution.

The position is a bargaining unit position, represented by the Washington-Baltimore NewsGuild, TNG-CWA, Local 32035.

Working America is an equal opportunity employer. Working America is committed to building a diverse workforce and encourages applications from women, people of color, LGBTQIA and other non-conforming individuals, and individuals with disabilities.

To apply, please visit www.workingamerica.org/jobs

Working America Associa

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