Office/ IT Support Assistant

OBJECTIVE
The Office Assistant is the official representative of City Wide when interacting with clients, customers, and independent contractors (IC) in the areas of personnel, payroll, finance, budget, sales, and other business related areas. The overall goal of this position is to execute operations and administrative functions so that the company can efficiently and effectively operate in a disciplined and scalable manner.

ESSENTIAL FUNCTIONS

Office Assistant:

• Greet visitors and direct them to the appropriate department
• Assist with answering phone calls and emails regarding business operations in Human Resources, Operations, Sales, and Accounting.

Technical Support:

• Respond to helpdesk tickets, emails, or in-person requests for IT support.
• Diagnose and resolve hardware, software, and network issues promptly.
• Provide guidance to employees on using IT systems, tools, and applications.

Device Management:

• Set up and configure workstations, laptops, printers, scanners, and other IT equipment.
• Perform routine maintenance, updates, and patches to ensure devices operate efficiently.
• Maintain an inventory of IT assets and track hardware/software usage.

User Account Management:

• Assist in creating, modifying, and deactivating user accounts in systems like Microsoft Admin Directory and email platforms.
• Reset passwords and troubleshoot access-related issues.

Network Support:

• Support basic network troubleshooting, including Wi-Fi, VPN, and connectivity issues.
• Collaborate with Corporate/Senior IT staff on larger network infrastructure projects as needed.

Documentation:

• Maintain accurate records of IT incidents, resolutions, and standard operating procedures.
• Contribute to the development of user guides and training materials.

Collaboration and Training:

• Work closely with senior IT staff to learn advanced troubleshooting techniques and technologies.
• Assist in onboarding new employees with IT orientation and training.

Requirements:
• POSITION REQUIREMENTS
• Attitude – Present a warm and friendly personality and a helpful, positive attitude with clients, other employees, and applicants both in person and on the telephone.
• Accuracy – Ensure that you are delivering corrected and complete projects. Proofread your work; give back copies with highlighted new versions checked off. The goal is to keep us from proofing your work. Organization – Have everything labeled and in its place.
• Follow Through – as tasks are assigned, it is your responsibility to follow up on these tasks until completion. You cannot just ask someone once and assume it will be done. It is up to you to ask for a projected completion date and follow up until 100% complete. Document and follow up on everything. Communicate along the way to the requesting manager.
• Prioritize – Understand what your priorities are by asking the appropriate person.
• Anticipation – Anticipate the needs of the executive team so you don’t have to be asked to do each step.
• Aptitude – Must have the aptitude to grasp the concept of the projects you are working on. Additionally, you must be able to see the “big picture” and prioritize your work accordingly. Ask why we do things so that you can improve the system.
• Time Management – Utilize available email and technology whenever possible so you don’t waste time physically looking for someone to answer your question. Don’t spend hours trying to figure it out yourself if someone can help. Must be able to effectively handle multiple tasks. Must show a sense of urgency with tasks given by VP & COO and COO.
• Leadership – Must demonstrate the ability to accept projects, work through them, and correctly complete those projects in a reasonable amount of time.
• Stability – Must be able to handle multiple projects without becoming “openly flustered” and get along with everyone we may encounter.
• Personal Development – Strive for knowledge, embrace change, welcome challenges, be open to constructive criticism, and enjoy what you are doing.
• Technical Knowledge – must possess excellent technical skills, as related to function of computers and office equipment. You should be one of the “go-to” people for questions related to software and programs we use at City Wide.
• Openness – Don’t be afraid to come in and talk to your supervisor.
• Learning—Desire to grow professionally and personally through increasing knowledge.

• Qualifications and Skills
• Education: Associate’s degree or higher in IT, Computer Science, or a related field (or equivalent work experience).
• Experience: 1-2 years of experience in an IT support role or similar position.
• Technical Skills:
• Knowledge of Windows and macOS operating systems.
• Familiarity with Microsoft Office 365, Google Workspace, and common business applications.
• Basic understanding of network concepts (e.g., IP addresses, DNS, VPN).

• Soft Skills:
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Patience and a customer-focused attitude.

• Preferred Qualifications
• Experience with ticketing systems like Zendesk, Jira, or ServiceNow.
• Familiarity with remote support tools such as TeamViewer, AnyDesk, or LogMeIn.

• Work Environment
• Full-time, on-site.
• May require occasional after-hours support or on-call availability.
• Collaborative team environment with opportunities for professional growth.

Benefits:
• 401(k)

• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance