Provides technology support to customers and to multiple offices under the direction of the Technology Support Manager. Provides second level Service Desk and local desk-side support, working with other IT Staff or Teams to deliver service and support. Is a resource for projects that may require second level remote or onsite support; and acts as part of an ‘onsite team’ during meetings, office relocations; and other large scale projects.
Areas of Responsibility:
- Performs problem determination and resolution support and installations or delivery of service solutions for ACS standard hardware and software or applications following the established standards and operating procedures. Standard technology items include desktops, laptops, mobile devices, printers or peripherals as assigned to staff or office(s).
- Provides a high level of professionalism and customer service in all dealings with customers.
- Develops a working knowledge of the customer’s business or office need in order to provide technical support in the business and office environment.
- Utilizes incident or problem management and request system to ensure customer problems are resolved and requests are completed.
- Daily monitoring of 2nd Level and Analyst incident and request queues. Takes ownership of incidents, requests or onboarding tasks, and coordinates with other IT Staff as needed to ensure delivery of support. Follows escalation procedures and elevates issues to other support levels as needed.
- Provides status reports on regional trends and activity and elevates any issues or risks to the supervisor.
- Assists in the evaluation of new computer hardware, software and processes in the regional environment working in conjunction with other IT Staff or Project Lead.
- Assists in setup, installation, or problem resolution on any network or telecom related activities, to include servers, phone systems, backup devices, network or security devices, and in the maintenance of connectivity as directed by the network and telecom team leads.
- Works with Technical Asset Staff and Office Support Staff in the maintenance of accurate records of distribution and location of all Company IT Assets.
- Assists with customer training as required.
- Maintains knowledge by utilizing all available educational resources of new developments in hardware, software, ACS policies, and customer satisfaction techniques.
Other functions and responsibilities:
- Administers Company standards and policies with respect to the implementation and operation of the technical environment or infrastructure.
- Provides event support working in conjunction with event staff, event directors, and internal IT staff.
- Backs up other team members during days off, vacations, etc.
- Travel to other offices or sites as determined by assigned area or in projects.
- Other duties as assigned
Educational Background:
Bachelor’s Degree in Information Technology or related field, or an equivalent combination of education and experience preferred
Skills/Experience:
- Minimum 2 years of Technical Service Desk experience or 2 years of hardware/software installation, troubleshooting, and end user support capacity.
- CompTIA A+ and MCP – Microsoft Certified Professional Current certification required – or demonstrated equivalent experience.
- Preferred Certifications:o MCSA – Microsoft Certified Systems Administratoro MCSE – Microsoft
- Strong knowledge of desktops, laptops, mobile devices, and network
- Specialized Knowledge:
- Windows 7 requiredo Microsoft Productso McAfee Security Suite knowledgeo Web applications
- Communication protocols required
Demonstrates Information Technology Competencies:
- Business insight - Applies knowledge of business and the marketplace to advance the organization’s goals.
- Decision quality - Makes good and timely decisions that keep the organization moving forward.
- Action oriented - Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
- Optimizes work processes - Knows the most effective and efficient processes to get things done, with a focus on continuous improvement.
- Ensures accountability - Holds self and others accountable to meet commitments
- Collaborates - Builds partnerships and working collaboratively with others to meet shared objectives.
- Communicates effectively - Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.
- Instills trust - Gains the confidence and trust of others through honesty, integrity, and authenticity.
Other Skills:
- Analytical, problem solving, decision-making skills
- Strong troubleshooting, system testing, and good ability to “think on your feet”
- Superior interpersonal and communication skills
- Ability to produce good documentation.
- Highly self motivated and directed.
- Ability to effectively prioritize and execute tasks while under pressure.
- Strong customer service orientation.
- Experience working in a team-oriented, collaborative environment.
- Flexible for occasional evening and weekend work to meet deadlines.
- Ability to work under pressure.
- Ability to work on multiple tasks simultaneously.
- Physical ability to push, pull or lift 75lbs.
- Sitting for extended periods of time.
- Able to travel as needed via commercial carrier, car rental or personal transportation.
Compensation/Benefits:
We are committed to providing staff with fulfilling opportunities to learn, grow and make an impact in their local communities. We offer staff a generous paid time off policy; medical, dental and retirement benefits, and professional development programs to enhance staff skills.
Job Function:
Organization Info
Listing Stats
Post Date:
Jun 16 2018
Active Until:
Jul 16 2018
Hiring Organization:
American Cancer Society
industry:
Nonprofit