Level I IT Service Desk Technician

CORA is currently seeking Level I Service Desk Technician for its busy IT department.

CORA Services is a non-profit agency whose mission is to assist youth, children, and families experiencing emotional, academic, and social challenges which impede their development and productivity. CORA provides this assistance throughout the greater Philadelphia area.

The Level I Service Desk Technician is responsible for providing first level support to end users on a daily basis. The Level I Service Desk Technician, in conjunction with other members of the IT department, helps support all technologies for the organization, from core infrastructures to endpoints.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Uphold the mission, vision, and values of CORA Services, which includes valuing all individuals, supporting the individual's potential for growth, and enhancing a pragmatic service system approach.
• Perform all work in accordance with CORA and IT policies and procedures.
• Respond to requests for assistance through CORA's web-based ticketing system, logging, diagnosing, and remediating various end user support/service desk issues.
• Provide laptop, desktop, printer and mobile device maintenance and support for end users.
• Perform mobile phone and VOIP maintenance and support.
• Set up and manage user accounts for Active Directory, Office 365, and other systems.
• Assist Associate Director with management of IT inventory, by:
  • Updating the IT inventory database whenever relevant configuration changes occur
  • Conducting periodic IT inventory and software audits
• Work with the IT team to document processes and procedures to ensure accuracy and efficiency.
• Perform software installations, configurations, and troubleshooting.
• Provide remote "on call" support, in a weekly rotation, in addition to daily office schedule.
• Provide on and off-site IT and AV support for meetings and presentations.
• Provide support for events, during and outside of normal office hours, as needed.
• Perform occasional Front Desk Reception responsibilities in the CORA Fox Chase Building as needed.
• Perform other duties as assigned by the Associate Director, IT, as needed.

EDUCATIONAL REQUIREMENTS:

• High School Diploma/GED

EXPERIENCE/KNOWLEDGE/SKILLS:

• Demonstrated reliability and punctuality.
• Demonstrated attention to detail and documentation.
• Ability to work independently or as part of a team.
• Ability to lift 20 lbs. and stand for extended periods.
• Excellent customer service and interpersonal skills.
• Ability to establish and maintain effective working relationships with colleagues, clients and visitors.
• Highly motivated to learn new technologies and procedures.
• Familiarity of the following technologies preferred but not required:
  • ManageEngine Service Desk Plus Ticketing System
  • Windows Desktop and Server OS
  • MS Office 365 Administration
  • Active Directory
  • MS Intune Mobile Device Management
  • Mobile Device Carrier Administration
  • 8x8 VOIP Phone System
  • Meraki Networking and Security Appliances

Please note: All new hires are expected to be fully vaccinated against COVID -19 prior to starting work with CORA Services.

CORA Services Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religious creed, sex, national origin, age, disability or genetics.