Volunteer- Help Desk Support

Characteristics of Position:

The Volunteer- Help Desk Support position will provide both remote and in-person technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. This role involves helping employees troubleshoot and maintain optimal performance of their workstations and applications. Daily tasks will be performed under the supervision of an Information Technology team member.


Core Responsibilities/Essential Functions:

  • Install, configure, and maintain computer systems and applications.
  • Install, configure, and maintain desktops, laptops, printers, and peripheral equipment.
  • Assist in setting up new user accounts, profiles, and workstations.
  • Provide first-level support for computer hardware, software, and network issues.
  • Respond to service requests and incidents in a timely manner using a ticketing system.
  • Troubleshoot technical issues via phone, email, chat, or in person.
  • Document support interactions, issues, and solutions in the ticketing system.
  • Follow up with users to ensure full resolution of issues.
  • Escalate complex problems to higher-level support or engineering teams as needed.
  • Provide feedback on recurring issues and potential system improvements.
  • Maintain inventory of IT equipment and track hardware/software usage.
  • Participate in meetings/conferences/webinars as determined relevant to duties.
  • Performs other related duties as assigned.


Pre-requisite Requirements:

  • High school diploma or GED
  • Valid Florida Driver License
  • Eligibility determination for Level II and local law background screening


Required Skills/Abilities:

  • Friendly, patient, and customer-service oriented.
  • Strong problem-solving abilities and attention to detail.
  • Ability to work independently and as part of a team.
  • Ability to maintain strict confidentiality.


Preferred Attribute:

  • Basic knowledge of Windows and/or macOS operating systems.
  • Basic knowledge of Active Directory, Office 365, VPN, and remote desktop tools.
  • Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified).


Physical Demands:

  • Ability to sit, talk, hear, stand, walk, carry items, and stoop.
  • Prolonged periods of sitting at desk and working on a computer screen.
  • Must be able to lift 50 pounds at a time.


Supervision:

  • Reports to the Information Technology Director.
  • Routine tasks will be performed under the supervision of an Information Technology team member.
  • This position does not provide supervision to others.


Work Environment:

  • Majority of tasks operate from a professional office environment.
  • Deployment to off-site locations should be expected. Off-site locations may include secure facilities and/or behavioral health direct service sites.
  • This role routinely uses standard office equipment such as computers, copiers, scanners and video conferencing equipment.


Position Type/Expected Hours of Work:

  • Volunteer
  • Flexible schedule based on organizational needs.
  • Preferred commitment of 4-10 hours per week.
  • Minimum volunteer commitment of one month (preferred).


Travel:

  • Regular travel to company service locations for onsite technical support.
  • No overnight travel required.

The omission of specific statements does not preclude management from assigning specific duties not listed herein if such duties are a logical assignment to position.


The Florida Care Provider Background Screening Clearinghouse, or 'Clearinghouse', helps ensure that caregivers, health workers, and educators meet Level 2 background screening standards before they can work with children, seniors, or other vulnerable groups. For more information, please visit https://info.flclearinghouse.com.

ACTS is a drug-free workplace, and all applicants are subject to pre-employment drug screening and adherence to all related policies throughout employment.

ACTS is an Equal Opportunity Employer and is committed to fostering an inclusive and diverse workplace. All qualified applicants are encouraged to apply regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.

ACTS, Inc. participates in the federal government's E-Verify program, which confirms employment authorization of all newly hired employees and most existing employees through an electronic database maintained by the Social Security Administration and Department of Homeland Security. For all new hires, the E-Verify process is completed in conjunction with the Form I-9 Employment Eligibility Verification on or before the first day of work. E-Verify is not used as a tool to pre-screen candidates. For up-to-date information on E-Verify, go to www.uscis.gov and click on 'E-Verify' located near the bottom of the page.