The Children's Home Society of New Jersey is seeking an experienced IT Support Technician to provide IT support and guidance to our employees.

For over 130 years, The Children's Home Society of New Jersey (CHSofNJ) has been a vital force in the lives of children and families across the state. Our mission is to save children's lives and build healthy families. We provide a wide range of essential services, including adoption, foster care, maternal and child health, and early childhood education. We are a compassionate and dedicated team committed to protecting children, strengthening families, and building a brighter future for our community. We rely on robust and reliable technology to deliver our critical services efficiently and effectively, and we seek an IT professional who shares our commitment to our mission and values.

The IT Support Technician at The Children's Home Society of NJ is a key member of our operations team, responsible for providing comprehensive technical assistance and support to all staff members across our various programs and locations. This role serves as the primary point of contact for IT issues, while also handling more intricate troubleshooting, system administration tasks, and basic network support.  The ideal candidate is a highly organized, customer-focused, and empathetic problem-solver with strong communication skills, capable of supporting staff who who are deeply engaged in direct service delivery.

Location: 635 South Clinton Avenue, Trenton, New Jersey with regular travel required to other agency sites 

Schedule: 35 Hours Per Week - Standard work hours are typically Monday-Friday, 9:00 AM - 5:00 PM

Salary Range: $50,000.00 - $55,000.00/annual

Benefits:

Medical, Dental, Vision, Flexibility Spending Account, Life and LTD Insurances, 403(b) plans

PTO: Vacation, Sick, Personal, Wellness, and Holidays

Key Responsibilities:

Tier 1 Support:

• Help Desk Operations: Serve as the initial point of contact for all IT-related inquiries and issues received via phone, email, or in-person. Log, prioritize, and track all support requests efficiently.
• Basic Troubleshooting: Diagnose and resolve common hardware issues (desktops, laptops, printers, scanners, mobile devices) and software problems (Microsoft Office Suite, web browsers, specialized agency applications).
• Account Management: Assist with user account creation, modification, and password resets for various systems, including Active Directory, Microsoft 365, and internal agency applications.
• Software Deployment: Install, configure, and update standard software applications, ensuring proper licensing and functionality.
• Network Connectivity: Troubleshoot basic network connectivity problems (Wi-Fi, wired connections) and guide users on resolving common access issues.
• Documentation: Maintain accurate records of all support interactions, resolutions, IT asset inventory, and contribute to knowledge base articles.
• User Guidance: Provide patient and clear instructions to staff on using software applications, following IT best practices, and understanding basic security awareness.

Tier 2 Support:

• Advanced Troubleshooting: Resolve more complex technical challenges that require in-depth analysis, escalating issues to external vendors or senior IT staff when necessary.
• System Administration Assistance: Provide support for cloud-based services such as Microsoft 365 (Exchange Online, SharePoint Online, OneDrive, Teams administration) and assist with basic Windows Server administration tasks.
• Hardware Lifecycle Management: Configure, deploy, relocate, and maintain desktops, laptops, and mobile devices. Perform component upgrades and basic repairs.
• Network Device Support: Assist with the setup, monitoring, and basic troubleshooting of network devices like routers, switches, and wireless access points.
• Information Security Support: Implement and monitor basic cybersecurity measures, including antivirus management, software patching, and user access controls. Assist in incident response as directed.
• Specialized Software Support: Provide support for agency-specific applications, including client management systems (e.g., electronic health records, case management software) and financial systems (e.g., Traverse, DocUnity).
• Vendor Coordination: Act as a liaison with third-party IT vendors and service providers for support, repairs, and procurement of new equipment or software.
• IT Asset Management: Assist with managing the lifecycle of IT assets, from procurement and deployment to tracking and eventual decommissioning.

Qualifications:

Education: Associate's degree in Information Technology, Computer Science, or a related field. Bachelor's Degree preferred. Or equivalent practical experience (2-4 years) in an IT support role.

Experience: 2-4 years of hands-on experience in a technical support or help desk position, preferably within a nonprofit, social services, or educational environment.

Technical Skills: Proficiency with Windows operating systems (Windows 10/11) and familiarity with macOS. Strong working knowledge and experience supporting Microsoft 365 applications and services (Outlook, Word, Excel, Teams, SharePoint, OneDrive). Solid understanding of basic networking concepts (TCP/IP, DNS, DHCP, Wi-Fi). Experience with Active Directory for user and computer management.

Preferred Qualifications: Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator Associate).Experience supporting specific case management, EHR, or financial software common in social service agencies.

Experience with VoIP phone systems. Knowledge of basic cybersecurity principles and best practices for end-users.

Additional Skills:

• Exceptional verbal and written communication skills, with the ability to clearly explain technical concepts to staff with varying levels of technical proficiency.
• Strong customer service orientation, demonstrating patience, empathy, and a positive attitude, especially when assisting staff focused on direct client services.
• Excellent problem-solving and analytical abilities, with keen attention to detail.
• Strong organizational skills, with the ability to prioritize multiple tasks and manage time effectively in a dynamic environment.
• Ability to work independently with minimal supervision and collaboratively as part of a team.
• A high degree of integrity and commitment to maintaining data privacy and security.
• Genuine interest in and commitment to the mission of The Children's Home Society of New Jersey.

Physical Demands:

• Ability to lift and move computer equipment (up to 30 lbs) as needed for setups and repairs.
• Ability to sit or stand for extended periods and perform repetitive tasks at a computer.
• Manual dexterity required to operate computer equipment and peripherals.