IT Technician

Reports To The IT Technician will report to the IT Administrator. Classification and Hiring Range Regular, full-time // Non-exempt // $31,270-$35,178 Job Overview The IT Technician serves as the first point of contact for day-to-day technology support for Partnership for Children of Cumberland County (PFC) and, as assigned, supported external clients. This position provides frontline troubleshooting, setup, maintenance, and user support for desktops, laptops, printers, mobile devices, software, and related peripherals while helping ensure reliable access to core technology resources. The IT Technician also maintains accurate IT asset inventory, supports conference room and Wi-Fi access needs, documents technical issues and resolutions, and escalates more complex infrastructure or network problems appropriately. Job Responsibilities - Provide first-level technical support to staff and assigned external users by phone, email, ticketing system, remote tools, and in person. - Diagnose, troubleshoot, and resolve common hardware, software, printer, connectivity, and end-user access issues in a timely and professional manner. - Install, configure, image, deploy, upgrade, and replace computers, laptops, peripherals, and approved software applications. - Maintain accurate records of support requests, troubleshooting steps, resolutions, equipment assignments, and installation activities. - Manage internal IT asset inventory, including tracking device location, status, assignment, return, and disposal in accordance with organizational procedures. - Assist with setup, testing, and support of conference room technology, external Wi-Fi access, and basic audiovisual connectivity for meetings, visitors, and tenants. - Coordinate equipment setup for new hires, reassignments, and replacement devices, including data transfer and peripheral connectivity. - Perform routine maintenance activities such as software updates, basic device health checks, and equipment readiness checks. - Escalate complex server, network, security, or vendor issues to the IT Engineer or IT Administrator as appropriate. - Support department operations through package receiving, equipment preparation, basic cable work, and other related technical support duties as assigned. Job Requirements - Associate degree in Information Technology, Computer Science, Information Systems, or a related field required; relevant technical training, certification, or equivalent directly related experience may be considered in lieu of degree. - Minimum of 2 years of experience in help desk, desktop support, or technical support work. - Experience troubleshooting Windows-based computers, laptops, printers, Microsoft 365 applications, and common office technology. - Working knowledge of ticketing systems, device setup and deployment, hardware troubleshooting, basic networking concepts, Wi-Fi support, and IT asset tracking. - Ability to explain technical issues and solutions clearly to non-technical users and provide strong customer service. - Strong organization, documentation, follow-through, and problem-solving skills. - Ability to maintain confidentiality and handle technology-related information responsibly. - Valid driver's license and ability to travel independently within the service area as needed. - Relevant certifications such as CompTIA A+, Microsoft fundamentals, or similar are preferred. Work Environment / Physical Requirements This position requires a mix of desk-based administrative work and active movement throughout PFC's and client's office space. The role requires standing, walking, climbing stairs or ladders as needed, installing hardware, and occasionally lifting or carrying materials or equipment up to approximately 50 pounds. Some evening or weekend availability may be needed for IT issues or projects. Disclaimer This job description is intended to describe the general nature and level of work performed and is not an exhaustive list of all duties, responsibilities, or qualifications. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice. About Partnership for Children We are an established, family-focused, and child-centered non-profit serving Fayetteville, NC, and surrounding counties. We offer our employees a wide range of core benefits and family-focused programs like flexible schedules, paid child involvement leave, and parental leave. Partnership for Children has received numerous awards and recognition for the great care we take in improving outcomes for young children and their families. We have been voted Best Non-Profit for several consecutive years by the Fayetteville Observer's Readers' Choice Awards.