Sr IT Desktop Support Specialist - Agency Admin

POSITION SUMMARY

The Sr Desktop Support Specialist will help support the business in day-to-day operations and play a strategic role in the successful growth of FREE’s service offering and expansion. The Sr Desktop Support Specialist supports and maintains organizational computer systems, thin clients, desktops, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all organizational hardware and equipment while ensuring optimal workstation performance. The Sr Desktop Support Specialist will also troubleshoot problems (in person, by telephone, or via tickets) in a timely and accurate fashion and provide end-user assistance where required.

DUTIES, RESPONSIBILITIES, AND ESSENTIAL FUNCTIONS

• Performs on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, recommends and implements corrective solutions including off-site repair for remote users as required.
• Provides technical assistance for all Windows Operating System and workstation applications.
• Provides basic network/infrastructure support and performs initial analysis of network/infrastructure issues; resolves network/infrastructure issues escalates as needed.
• Creates/tests/deploys images for cloning of various hardware platforms using industry-common tools and utilities.
• Utilizes Active Directory users and groups to create, maintain, and supports all aspects of accounts. 

• Oversees installation/configuration/troubleshooting of printers, scanners, computers and peripherals.

• Manages e-waste and safe disposal of technological items.
• Works alongside our application support teams to help diagnose and remediate application issues.
• Identifies, deploys and maintains appropriate connectivity options and serves as lead on all Wi-Fi connectivity.
• Assists the networking / infrastructure team with troubleshooting, support, and remediation of functional networks and network equipment (LAN, WLAN, WAN).
• Monitors and resolves assigned support tickets, serves as an escalation point between business and IT, and coordinates with vendors to ensure effective support.
• Maintains and keeps up to date standard operating procedures (SOP) and documentation for the IT department.
• Provides employee support for audio/video conferencing and office equipment, including printers, copiers, scanners, and fax machines.

• Performs hardware and software upgrades and researches technology solutions to keep FREE’s systems current and effective.
• Participates in IT inventory management and asset management.
• Establishes positive working relationships with co-workers, management, other departments, affiliated agencies, contactors and vendors and other valued stakeholders.
• Maintains knowledge of the Information Technology industry to effectively address ongoing demands for enhancements to existing network and services.
• Ensures that all required documentation (paper and electronic) is completed /processed appropriately, in a timely manner, and meets quality and compliance thresholds.
• Performs other related duties as assigned.

Responsibilities of All FREE Employees

• Always communicate in a respectful manner with all people including the people we support, supervisors, other valued team members, and members of the community.

• Complies fully with FREE’s confidentiality policies by holding in strictest confidence all information pertaining to members, residents, the people we support and their families, clients, providers, contractors, and employees.
• Meets all safety training requirements; adheres to all safety policies and reports any and all unsafe conditions; takes measures to prevent accidents and/or eliminate conditions that pose a safety or health risk.
• Coordinates, supports, attends and participates in all required events/ meetings/ reviews/ committees, including ones outside of standard working hours.
• Meets all job requirements and stays in compliance.
• Adheres to FREE’s standard of ethical behavior as outlined in the Employee Handbook and Code of Conduct as well as applicable laws and regulations.

Please note the above duties, responsibilities, and essential functions are a non-exhaustive list, and may be changed by FREE at any time, with or without notice to the employee.

QUALIFICATIONS

• Education:
  • Associate’s degree in computer science, information technology or another related field is required.
• Experience:
  • Minimum of five (5) years of technical experience supporting end users in an office environment required.
• Specialized Training, Licenses, Certifications:
  • Current certifications, such as CompTIA A+, Microsoft MD-102: Endpoint Administrator, CompTIA Network+, or other related certifications are preferred.

• Knowledge, Skills, Competencies, and Abilities:

• Excellent knowledge of PC and all desktop hardware and internal components with a strong understanding of Windows 10, Windows 11, and Office 365 administration

• • Basic networking skills and ability.
  • Some knowledge of TCP/IP networking and related services (DNS, SMTP, DHCP, etc.)
  • Active Directory user and group concepts, management, and administration
  • Demonstrated ability to work in a team environment with flexibility, keeping others informed and anticipating needs is essential
  • Must be efficient, well organized, and have excellent communication skills
  • Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
  • Ability to prioritize and manage several milestones and projects efficiently
  • Ability to learn and support new technology
• Other Requirements:
  • Valid Driver’s License and satisfy criteria to be a driver for FREE required

WORK ENVIRONMENT

This role is performed in-person, some travel between FREE Network locations required.

PHYSICAL REQUIREMENTS

• Employee is required to sit, walk and stand for prolonged period of time (at least 8 hours).
• Employee is required to effectively communicate both verbally and in writing.

• Employee is required to operate standard office equipment such as computers, phones, photocopiers, fax and filing cabinets.
• Employee might be required to occasionally lift/move up to 50 pounds at a time.

Notwithstanding the above listed physical requirements of this position, FREE will provide reasonable accommodations to allow employees to perform the essential functions of the position, provided such reasonable accommodations do not cause undue hardship on FREE.

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The Pay Range for this job is $70,000 annually. This range is based on what FREE reasonably believes it will pay an employee as for said position at the time of the posting. Individual compensation will ultimately be determined based on a variety of relevant factors, including, but not limited to, an individual’s experience, qualifications, longevity at FREE, geographic location, relevant skills, and other factors permitted under federal, state, and local laws.

FREE is an equal opportunity employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, gender, gender identity, sexual orientation, national origin, age, disability, genetics, or any other protected characteristic. In addition to federal law requirements, FREE complies with applicable state and local laws governing non-discrimination in employment in all of its locations. This policy applies to all terms and conditions of employment, including, but not limited to, recruiting, hiring, placement, promotion, termination, recall, transfer, leaves of absence, compensation, and training.

This job description has been approved by all levels of management.