IT Technical Aid

Contract Duration

8+ Months

The Information Technology (IT) Technical Aid works under the supervision of professional information technology staff to provide basic support services and assistance; perform routine information systems related tasks in a centralized IT organization. The IT Technical Aid will provide support to systems customers and/or to departmental staff for a variety of IT related issues including the identifying, tracking, documenting, researching, and resolving job issues or problem calls, and will follow specific procedures for escalating high priority issues, when required;

support IT professionals by performing routine systems testing and production work, including validating user manuals, procedures, and other instructional materials; will work on medium size office grade printers and high speed commercial printers as needed; should be capable of lifting office supplies and equipment of up to twenty pounds; assist in the installation, configuration, maintenance and troubleshooting of information technology devices including personal computers, video display terminals, printers, cabling and other hardware.

The IT Technical Aid will possess knowledge and experience in customer service; decision making; organizational awareness; problem solving; oral communication, speaking and writing; troubleshooting hardware and software issues.

• Strong customer service and communication skills, including the ability to assist users with varying levels of technical proficiency.
• Ability to troubleshoot application, access, authentication, navigation, and workflow issues.
• Ability to accurately document incidents and service requests and provide clear escalation information.
• 3 years experience using ticket management/service desk platforms, Cherwell or Service Now or similar
• Ability to explain technical issues in clear, non-technical language to frontline staff.
• Strong organizational skills and ability to manage multiple tickets and priorities simultaneously.
• Ability to recognize recurring issues and contribute to knowledge articles and troubleshooting guides.
• Ability to work collaboratively with project staff, Super Users, and Tier-2/Tier-3 support teams.
• Ability to maintain confidentiality and appropriately handle sensitive information.
• Willingness and ability to work in a high-volume, time-sensitive environment during Go-Live and stabilization.

Two (2) years of highly specialized clerical experience involved in an information systems environment including the use or installation of desktop software and/or operating high-speed commercial printers.

• 3 years of Tier-1 service desk, technical support, or enterprise application support experience.
• 3 years experience with incident management, ticket documentation, prioritization, and escalation.
• 3 years experience supporting a system implementation or system transition.
• 3 years experience working with distributed users across multiple offices or locations.

Two (2) years of highly specialized clerical experience involved in an information systems environment