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

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