Description Position Function: Responsible for providing technical assistance and support related to computer systems, hardware, or software. Manage customer experience for employees and contractors submitting technology…
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Full-time
bachelor degree, professional certificate
Posted 17h ago
~40 hrs/week
Responsibilities
Provides technical assistance and support for computer systems, hardware, and software via phone, email, and in-person. Manages the end-to-end customer experience for service requests, including triage, documentation, and resolution.
Requirements
Requires experience in a call center environment, proficiency with Microsoft platforms, and a CompTIA A+ certification (or attainment within 60 days). A bachelor's degree or three years of related experience is preferred.
Full job description
Description
Position Function:
Responsible for providing technical assistance and support related to computer systems, hardware, or software. Manage customer experience for employees and contractors submitting technology related service requests. Communicate effectively with internal and external customers about the resolution of their service requests. Provide routine training and support in the use of company technology.
Education Requirements:
Bachelor's degree or three or more years work experience in a related role preferred. CompTIA A+ or other relevant IT certifications required. Experience in working with non-profit preferred. CompTia A+ required within 60 days of employment.
Experience Requirements:
Experience working in a call center environment required. Experience with call center/helpdesk ticketing system required. Experience with electronic health records software preferred. Experience supporting MS Office, and other standard software applications required. Knowledge of commonly used concepts, practices, and procedures within the field of social services, including HIPAA and other privacy laws, preferred. Experience supporting clients in a Microsoft platform environment required.
Functional Requirements:
Capacity to learn solutions to routine customer needs to address common help requests, provide empathetic response to customer requests and exhibit a helpful, customer-friendly attitude. Ability to learn multiple software systems and understand how they are implemented to support business operations. Ability to administer complex, web-based applications. Abillity to support and deploy Microsoft desktop platforms, software, platforms as well as minor LAN technical issues. Capacity to learn about and recognize cultural differences as they relate to the quality of care for clients. Ability to provide support via phone, in person, or remote access as required.
Working Conditions:
Frequent computer usage/typing required. Frequent use of phones.
Exposure to Confidential Information:
This position involves exposure to confidential information about clients, personnel, and proprietary company practices. All confidential and sensitive information must be managed per company policy and applicable laws.
Key Expectations/Responsibilities:
Customer Service:
Provide technical assistance and support for incoming service requests and issues related to computer systems, software, and hardware via multiple modalities (phone, email, in-person) based on the individual preferences of internal and external customers
Document all requests within an electronic system to track tickets
Triage customer need, providing immediate support for routine requests and escalating more complex needs to the appropriate vendor or internal resource
Escalate high-priority requests appropriately
Proactively follow up with customers with pending requests to let them know the status of the issue and a timeline when they can expect it to be resolved
Technical Responsibilities
Maintain daily performance of computer systems
Walk customer through problem-solving process
Install, modify, and repair computer hardware and software
Clean up/reset computers, removing unwanted, unwarranted software, returning to initial system delivery state
Run diagnostic programs to resolve problems
Diagnose technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
Install approved computer peripherals for users
Setup new users in relevant systems such as Active Directory, Exchange
Maintain and deploy Windows Script Host (WSH) scripts as needed for agency
Gain feedback from customers about computer usage
Field operations:
Set up computers and equipment as requested for routine business needs
Pick up or move light equipment
Drive between facilities
Meet vendors and provide them with appropriate access to facilities
Training:
Provide ad hoc training to employees and contractors in the use of company technology
Provide one-on-one training and support to users as requested in the routine use of company technology
Write computer training material/tutorials
Mentor customer service staff to develop and refine technical skills of department
#ACH1
Requirements
Education Requirements:
Bachelor's degree or three or more years work experience in a related role preferred. CompTIA A+ or other relevant IT certifications required. Experience in working with non-profit preferred. CompTia A+ required within 60 days of employment.
Experience Requirements:
Experience working in a call center environment required. Experience with call center/helpdesk ticketing system required. Experience with electronic health records software preferred. Experience supporting MS Office, and other standard software applications required. Knowledge of commonly used concepts, practices, and procedures within the field of social services, including HIPAA and other privacy laws, preferred. Experience supporting clients in a Microsoft platform environment required.
Related keywords
Help DeskCompTIA A+Microsoft PlatformActive DirectoryExchangeLANWANHIPAAElectronic Health RecordsNon-profitSocial ServicesTicketing SystemWindows Script HostTechnical SupportHardware RepairSoftware Deployment
Protecting Children. Preserving Families. Since 1915.
Industry
Non-profit Organization Management
Company size
501-1,000 employees
Founded
1915
Headquarters
Fort Worth, TX
LinkedIn followers
8,085
ACH Child and Family Services has been serving North Texas for more than a century with the mission of protecting children and preserving families. Our vision is for families to thrive and children to experience safety, hope and love. Are you able to connect with youth who need a caring adult to advocate for them? Or perhaps you’re passionate about providing support to children and families? If you want to make a difference, desire a challenge and aren’t afraid of hard work, then consider a career with ACH.
Whether your passion is advocacy or providing support to children and families, check out our job offerings at hiremeach.org. We offer competitive benefits and a warm-hearted culture that is rooted in our values of childhood, families, effective services, stewardship, spirituality, advocacy, and learning.
At ACH, we depend on every staff member to lead the way and deliver results that often exceed the expectations of our agency, our clients, and our community. The work can be challenging, but knowing you’re truly making life better for abused and neglected children is incredibly rewarding.
ACH is a United Way of Tarrant County agency.
Offices: 3712 Wichita St, Fort Worth, TX 76119, US
Prevention of child abuse and treatment of child abuseHealth CareNon Profit
How much do Technology jobs in Fort Worth, TX pay?
Based on 104 listings with disclosed salaries, most technology jobs in Fort Worth, TX pay between $46k–$192k per year. Individual offers vary with seniority, company size, and specialization.
How many Technology jobs are open in Fort Worth, TX right now?
There are currently 346 open technology positions in Fort Worth, TX listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Technology roles in Fort Worth, TX?
Companies currently hiring include Celestica, CIBA Vision GmbH, Elbit Systems of America, MP Materials, Torc Robotics, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Technology jobs in Fort Worth, TX?
Yes — 106 of the 346 open technology positions offer remote or hybrid work (51 remote, 55 hybrid).
How do I apply for Technology jobs in Fort Worth, TX?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.