IT Support Technician

Join CASL as an IT Support Technician and Make a Difference Are you ready to make a meaningful impact in your community? Join CASL, where our mission is to connect families and individuals with vital support. Your Mission: The IT Support Technician provides end-user technical support and training within the organization. This role ensures that computer hardware, software, and printers function correctly, resolves Helpdesk tickets in a timely manner, and facilitates orientation and training on the use of organizational equipment and software. The IT Support Technician plays a key role in ensuring a seamless technology experience for staff members, contributing to the organization's efficiency. About CASL: The Chinese American Service League is a dynamic and forward-thinking organization dedicated to empowering and serving the Chinese American population and the broader communities. Established with a rich history spanning several decades, CASL has consistently evolved to address the evolving needs of its constituents while fostering cultural pride, integration, and community development. For over 45 years, CASL's comprehensive programs have connected families and individuals with the vital support they need: providing an educational and cultural foundation for our children, ensuring our seniors live full and independent lives with dignity, enhancing education and training for tomorrow's workforce, putting immigrants on the pathway to citizenship, securing our community's housing and financial well-being, navigating healthcare systems and wellness resources, and providing equal access to justice. Since our founding, CASL has been rooted in the principles of equity and justice. That legacy continues to shape our efforts today as we strive to champion diversity, equity, inclusion, and accessibility at all levels of the organization. To hear about: CASL's history, watch here CASL's future, watch here Your Impact: As an IT Support Technician, you will: Key Responsibilities: Hardware Troubleshooting : Diagnose and resolve technical issues with computer hardware (Lenovo/HP) and printers (Xerox/HP), ensuring all equipment is in proper working condition. Software Support : Provide technical support for applications such as Microsoft 365, Adobe Acrobat, and Google Workspace, assisting users with troubleshooting and usage questions. Workstation Setup : Set up new user workstations, including hardware installation, software configuration, and account setup, ensuring that employees are fully equipped to perform their tasks. Helpdesk Ticket Resolution : Respond to and resolve technical issues via the IT Helpdesk, providing timely solutions to minimize downtime and ensure a smooth user experience. Printer and Copier Maintenance : Perform routine maintenance on copiers and printers, including replacing consumables and coordinating with vendors for repairs and supply orders. Software Installation and Updates : Install and maintain software on computers and mobile devices, ensuring consistency in software versions, print drivers, VPN, endpoint protection, and remote access tools. Onboarding and Offboarding : Follow IT workflows for onboarding and offboarding employees, including account creation/disabling and issuing/retrieving user hardware. New User IT Orientation : Facilitate orientation sessions for new employees, providing training on the use of hardware, software, and organizational technology policies. Building Access Management : Create security badges and manage building access for employees, ensuring security protocols are followed. Research and Problem-Solving : Independently research solutions to technical issues and apply fixes to ensure problems are fully resolved. Must Haves - To thrive in this role, you should have: Education & Experience Bachelor's degree in information technology or a related field, or equivalent experience in IT support. Minimum of three years of experience providing end-user technical support in an IT Helpdesk environment, with proven ability to troubleshoot hardware and software issues. Skills & Knowledge Strong customer service skills, with the ability to provide effective technical support to both technical and non-technical users in a clear and supportive manner. Excellent communication skills, with the ability to work effectively in a multilingual office environment Proficiency in English required, with second language proficiency such as Chinese (Mandarin and/or Cantonese) or Spanish a plus. Familiarity with troubleshooting and supporting applications such as Microsoft 365, and Adobe Acrobat, ensuring that users can work efficiently with these tools. Ability to independently research and apply solutions to technical issues, ensuring full resolution of user problems. Strong ability to manage multiple tasks, prioritize effectively, and ensure that IT workflows such as onboarding/offboarding are followed consistently. Physical Demands Ability to exert 75-100 pounds of force occasionally. Significant walking & standing required. Ability to reach overhead & below the knees, including bending, twisting, pulling, & stooping. Environment & Scheduling Standard business hours, Monday through Friday (9:00 am - 5:00 pm), with flexibility to work additional hours, including weekends, as necessary. Why Choose CASL: Inclusivity: Join an organization that values mutual respect and acceptance, fostering a culture of inclusivity. Empowerment: Support staff empowerment through skill development and growth opportunities. Collaboration: Be part of a workplace that thrives on collaboration and teamwork. Transformation: Envision and realize transformative changes in people, processes, and policies. Resiliency: Work with a dynamic workforce and model resiliency to achieve collective strengths. Benefits: Join CASL and unlock a comprehensive benefits package designed to support you and your loved ones. As a full-time employee, you'll enjoy a range of options tailored to your needs: Medical, Dental, and Vision Coverage; Flexible Spending Account (FSA) & Health Savings Account (HSA); Life Insurance, AD&D Insurance, Disability Insurance; Voluntary Worksite Benefits, Pet Insurance; Employee Assistance Program (EAP). Additionally, our holiday schedule includes New Year's Day, MLK Day, Chinese New Year, Memorial Day, Juneteenth, Independence Day, Labor Day, Indigenous People's Day, Thanksgiving, the Day After Thanksgiving, Christmas Day. Join Us and Make a Difference: Join us at CASL, where together, we create a brighter future for our community. Thank you for your interest in joining our team Each resume is reviewed personally by our dedicated team members, not AI. This thorough and thoughtful evaluation process may take a bit of time, so we kindly ask for your patience. Rest assured, we will get back to you as soon as we have an update on your application status. We appreciate your understanding and look forward to reviewing your application. At CASL, we believe that diverse perspectives fuel innovation and drive success. If you're excited about the opportunity but unsure if you meet every requirement listed, we still encourage you to submit your application. Our company culture thrives on the unique talents and experiences that each individual brings to the table. We're looking for the right fit, and that goes beyond a checklist of qualifications. Join us in shaping a dynamic and inclusive team where your skills and contributions truly matter. CASL is an equal-opportunity employer. We encourage applications from candidates of all backgrounds and experiences.