Senior IT Support Specialist

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Job description

Ada S. McKinley Community Services, Inc. is driven by its mission to empower, educate, and employ people to change lives and strengthen communities. The agency was founded as a settlement house in 1919 by Ada Sophia McKinley, a schoolteacher and social reformer, who saw the need to assist veterans returning from World War I and African Americans migrating from the South. Today, the agency serves more than 7,000 people annually at over 70 locations. Services rendered daily include tutoring, mentoring and college placement, foster care, housing opportunities, youth and family counseling, employment training and placement, and Head Start programs.

Basic Function: Under the general supervision of the Vice President of IT, provides integration, support and maintenance of agency-wide hardware and software programs with a primary focus on problem solving and identifies user requirements based on troubleshooting systems failures and automating processing procedures to improve existing computer networks.

Reporting Relationship:

Reports To: Vice President of IT

Supervises (Position Title): N/A

Principal Duties/Responsibilities:

• Integrates, supports and maintains Agency-wide infrastructure.
• Provides technical support to end user's hardware and software service requests.
• Provides technical assistance and support to VP of IT.
• Assists VP of IT with the configuration, maintenance and support of the Agency's Local and Wide Area Network (LAN/WAN).
• Assists and develops management information reporting at the Administrative Office and at division locations.
• Provides updates, status and completion information to IS Director and problem request tracking system, and/or users, via voice mail, e-mail or in-person communication.
• Provides first and second level support of user issues such as installing, modifying, and making minor repairs to personal computer hardware and software systems.
• Reviews service requests for accuracy, general account trends to ensure quality assurance.
• Inspects personal computer equipment and reads order sheet listing user requirements to prepare microcomputer for delivery.
• Responds to user inquiries concerning systems operation and diagnoses system hardware, software and operator problems.
• Provides training and support to divisional personnel regarding information technology and program operations.
• Prepares instructional reports/memoranda as documentation for users and prepares internal status reports indicating accomplishments and plans, as required and directed.
• Assists and develops user-based training materials.
• Documents corrective measures taken at user sites.
• Documents hardware problems to assist the VP of IT in determining the service escalation level.
• Maintains courteous, professional and effective working relationships with employees at all levels of the Agency.
• Cell Phone Setup and Administration
• PC Break Fix
• TCP/IP Network Administration
• Teams Phones
• Windows Domain Administration
• SonicWall Administration Including VPN
• PC Builds
• Office 365 Administration

• Suggests improvements as necessary.

Non-essential duties

Requirements:

• A minimum of a bachelor's degree required. (Preferably in computer science, business administration, information systems,
• A minimum of five years of responsible information systems work experience is preferred. This experience may be inclusive of relevant internships or volunteer experiences.
• A minimum of five years of extensive knowledge of information systems hardware, software, and application configurations.
• Ability to travel and support divisional services within multiple site locations.
• Clear a criminal background check and possess and maintain a reliable automobile with verification of insurance coverage, a valid driver's license and clear a motor vehicle report acceptable to the Agency's insurance broker.

Skills, Knowledge, and Abilities:

• Ability to work under the stress of meeting many requests and of meeting and resolving conflicting deadlines.
• Ability to comprehend the consequences of various problem situations and to make or refer for appropriate decision making.
• A working knowledge of the following operating systems and software is a plus:
• Ability to define problems, collect data, and establish facts and valid conclusions that will lead to effective and productive solutions to computer systems needs and problems.

Mental/Physical Demands: The ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, electronic, or schedule form. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear. The employee frequently is required to sit. The employee is occasionally required to stand and walk. The employee must frequently lift and/or move up to 20 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Environmental Conditions: The noise level in the work environment is usually moderate. Duties are performed in a typical office environment. No unusual or adverse working conditions exist.

This description documents the general contents and requirements of the job. It is not to be construed as an exhausted statement of duties, responsibilities, or requirements. The principal duties and responsibilities shown are all essential job functions except for those indicated with an asterisk ( ). The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

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