IT Help Desk Associate

Florida Rural Legal Services, Inc. (FRLS) is a non-profit law firm that provides free civil legal aid to eligible individuals, families, and vulnerable communities across 13 Florida counties, as well as to farm workers statewide. Since 1966, FRLS has been dedicated to justice, offering legal services in housing law, family law, consumer protection, public benefits, elder law, disaster relief, education law, and more—at no cost to our clients. FRLS partners with community organizations and pro bono attorneys to provide quality advocacy, outreach, and education aimed at protecting the rights of those in need. For over 50 years, FRLS has been a steadfast advocate for justice. Learn more at www.FRLS.org.

The IT Help Desk Associate is responsible for delivering first-level technical support to staff located in Fort Myers, Belle Glade, and Immokalee. This role includes troubleshooting hardware and software issues, assisting with system access, and escalating more complex technical concerns to senior IT personnel. The associate plays a vital role in ensuring reliable and efficient IT operations across these locations.

The IT Help Desk Associate works under the supervision of the Information Technology Director. 

1. Technical Support: Provide Tier 1 help desk support to staff in Fort Myers, Belle Glade, and Immokalee, including troubleshooting hardware and software issues, assisting with system access, and escalating complex problems to higher-level IT personnel.
2. Peripheral Setup: Set up and configure peripheral devices such as printers, scanners, and monitors to ensure proper functionality.
3. System Configuration: Assist in setting up computers on the network, ensuring connectivity and access to necessary resources.
4. Software Support: Provide support for Microsoft Office applications and other business software used across the organization.
5. Review Current Systems: Assess existing IT systems (business applications, PC software, and PC hardware) for any issues or inefficiencies.
6. Collaborate with Stakeholders: Work with employees and department heads to determine system requirements and identify areas for improvement.
7. Implementation Support: Assist the IT team in implementing new systems and updates, ensuring smooth integration and functionality.
8. Testing and Troubleshooting: Test new systems and enhancements and troubleshoot any issues that arise during or after implementation.
9. Training and Documentation: Provide user training and create documentation on how to use new systems and tools effectively
10. Monitor Performance: Continuously monitor system performance and recommend adjustments as needed to maintain efficiency.
11. Reporting: Gather reporting requirements and assist in designing and generating end-user reports from various business applications.
12. Onboarding and Offboarding: Assist with IT-related tasks during new hire onboarding and employee terminations, including account setup and equipment retrieval.
13. Additional: Other duties as requested. 

Knowledge/Skills/Abilities

1.  Analytical Skills: Strong ability to analyze data, systems, and identify areas for improvement.
2. Technical Proficiency: Knowledge of IT systems, PC software, PC hardware, and setting up peripheral devices.
3. Communication Skills: Ability to effectively communicate with IT team members, managers, and clients.
4. Writing Skills: Ability to write clear and concise documentation.
5. Problem-Solving: Strong problem-solving skills to identify and fix system issues.
6. Project Management: Ability to manage projects, including timelines.
7. Trainings and Presentations: ability to create and conduct user training and presentations.
8. Software Knowledge: Proficient in Microsoft Office applications (including OneDrive and SharePoint) and familiar with Help Desk software, data backup tools, and relational database concepts. 

Education and Experience

1. Education: An associate’s degree in computer science, Information Technology, or a related field is required.

2. Experience: Previous experience in a similar role, typically 2+ years. Experience with OneDrive and SharePoint is preferred.

Working Conditions

1. This position operates in a professional work environment.

2. May require work after hours or during the weekends.

Physical Requirements

1. Must be able to lift a maximum of 50lbs.

2. Traveling is required as needed. 

Direct Reports

No direct reports.

Salary and Benefits

The starting salary for this position is $50,000. FRLS offers a very generous benefits package that includes 403(b) with employer-paid contribution; health insurance (medical, dental, and vision) for employees and their dependents; paid leave (up to 5 weeks of PTO, 2 personal days, and 13 holidays). FRLS IT Help Desk Associate operates in an in-office environment, requiring work in their assigned office five days a week.