IT Help Desk Tech Tier 2

The IT Helpdesk Tech Tier 2 supports CSAAC’s day-to-day technology needs across multiple facilities and residential homes. Reporting to the IT Manager, this role handles both routine and more complex troubleshooting while helping ensure consistent, reliable tech support for staff, users, and systems across the organization.

This onsite position is based in Montgomery Village, MD, with floating support to the Brookeville and Wightman Campuses about 2-3 times per week. The role serves as a key first point of contact, coordinating issue resolution and follow-up to keep computer, network, and communications systems functioning.

Key Responsibilities

• Provide helpdesk support for computer users across all CSAAC facilities (approximately 250 computers and laptops).
• Support residential house technology including network, computers, telephone systems, and TV services.
• Float between CSAAC’s Brookeville and Wightman Campuses 2-3 times per week for technical assistance and preventive maintenance on systems.
• Act as the first line of contact for support of the time clock system.
• Perform asset management and manage the IT inventory using a bar code system.
• Remotely check CSAAC residential computers daily.
• Complete facility checks and a checklist at residential homes, then report issues to the Director of Infrastructure Operations.
• Assist CSAAC individuals with IT needs as required, including walking users through problem-solving steps.
• Install, modify, and repair computer hardware and software; clean computers to support peak performance.
• Dust and clean computers, monitors, and printers as needed; run diagnostic programs to resolve problems.
• Install computer peripherals and follow up with users to confirm issues are resolved.
• Assist with AV needs and promethean boards, plus cellphone and office telephone support.
• Troubleshoot residential smart thermostats when connections are lost and reestablish connectivity.
• Manage and update CSAAC’s telephone directories.
• Assist the IT Manager and the Director of Infrastructure Operations with other IT and facility needs as assigned.

Requirements

• High school diploma or equivalent.
• Associate degree in computer science, information technology, or a related field preferred, and/or working toward.
• Minimum 1 year of computer helpdesk related work or intern experience.
• Proficiency in Microsoft Office applications and customer service skills.
• Working toward A+ certification and prior helpdesk experience preferred; other certifications are a plus.
• Strong written and oral communication, along with good organizational and coordination ability.
• Demonstrated interpersonal skills, patience, and the ability to remain caring and concerned in new or stressful situations.
• Ability to drive and repair issues across multiple locations, including building facilities and residential homes.

Technologies

• Microsoft Office applications
• A+ certification
• Promethean boards
• Time clock system
• Smart thermostats
• Telephone systems
• TV services

Physical Requirements

• Regularly required to talk, hear, and use hands to finger, handle, or feel objects, tools, or controls.
• Specific vision abilities required: close vision.
• Frequent standing, walking, bending, kneeling, and stooping.
• Must frequently lift and/or move items over 20 pounds.

Reporting and coordination: This position includes a dotted-line reporting relationship to the IT Manager and the Director of Infrastructure Operations to coordinate IT efforts across the agency and ensure consistent technology support.

Compensation: $40,000 - $45,000 per year.